Service Delivery Manager

University of British Columbia - Staff; Vancouver; On-site; CAD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a skilled IT Service Delivery Manager to lead technical initiatives and service management for a faculty unit. This role involves providing strategic direction, developing operational plans, and ensuring high-quality IT service delivery. The ideal candidate will have extensive experience in IT operations, project management, and team leadership. Join a dynamic environment where your expertise will shape the future of technology services in higher education, fostering innovation and collaboration across teams. If you are passionate about technology and eager to make a significant impact, this opportunity is for you.

Qualifications

• Minimum nine years of related experience or equivalent education.
• Technical expertise in a highly specialized area required.

Responsibilities

• Provide technical leadership for IT service management and technology solutions.
• Develop operational plans and ensure efficient IT operations.

Skills

IT Service Management

Project Management

Change Management

Problem Solving

Leadership

Consulting Skills

Education

Undergraduate degree in a relevant discipline

Post-graduate degree (preferred)

Tools

ITIL processes

Job description

Staff - Non Union

Job Category: M&P - AAPS Job Profile: AAPS Salaried - Information Systems and Technology, Level E2 Job Title: Service Delivery Manager Department: OCIO | Engagement Services - Academic Compensation Range: $10,742.83 - $16,760.83 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date: May 1, 2025

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job Summary:

The IT Service Delivery Manager provides IT service management and technical leadership to a client unit. The IT Service Delivery Manager is responsible for the leadership of a Faculty IT function, including project plans, budgets, coordination, implementation, and management of technology services for the faculty.

This position is responsible for providing highly specialised technical expertise and mentoring in the areas of new technological developments, identifying requirements, and working with staff and managers within UBC IT and externally to translate these needs into IT solutions to achieve client needs.

Organizational Status:

The IT Service Delivery Manager works at a senior level, reporting to the Associate Director (Academic), Engagement Services. Actively participates as a member of the UBC IT Services Leadership Team. Interacts with senior staff and faculty members within a faculty unit such as Dean, Associate Dean and Directors. Works closely with IT managers within UBC IT and across campus to coordinate service delivery and meet client needs.

This position has interdependencies with: UBC IT Infrastructure group, UBC IT Applications group, UBC IT Engagement Services group, UBC IT Portfolio Management, UBC IT Human Resources groups, UBC IT Finance groups, senior members of departments and faculties, other IT groups on campus and selected vendors providing ongoing contracted services to UBC IT and the faculty unit.

Work Performed:

Specific Duties:

• Provide technical leadership to support and inform the implementation of leading-edge solutions to meet client needs and strategic goals.
• Develop a solid understanding of individual Faculty unit’s environment and priorities; apply this knowledge to the development of technology solutions.
• Plan and direct the day-to-day operations of a faculty IT support unit.
• Develop operational plans, processes, and practices to ensure efficient and effective IT operations in accordance with established service levels.
• Produce and review service level commitment performance reports, analyze results; identify issues and take appropriate actions to resolve.
• Lead the escalation and resolution of client concerns, queries, and tickets, following up to ensure timely resolution.
• Analyze issues, take appropriate corrective action and develop future-focused remedial strategies and business improvement to prevent recurrence.
• Consult with senior members of the client organization to understand expectations and requirements.
• Lead a team of staff and ensure excellent performance through coaching and mentoring.

Core Duties:

• Lead the analysis of a campus-wide technology service or information technology services within a defined portfolio, translate client organizational needs and UBC's information technology strategy into service requirements and portfolio directions, and make recommendations for optimizing resources and delivery of services.
• Develop strategies, operating plans, targets, and measures for unit and lead the day-to-day delivery of its programs, services, and activities.
• Lead the development of business and implementation plans, policies, standards, and budgets for projects and information technology solutions.
• Develop and implement procedures, methods, standards, and controls to foster operational efficiency, monitor compliance, mitigate risks, and achieve unit results.
• Develop and implement innovative business solutions, programs, and services, lead projects, and collaborate with others on integrated solutions and initiatives across other administrative/academic areas.
• Develop and manage reporting team leads, professionals, and other staff including selection, training, coaching, performance management and all other people practices.
• Provide career planning advice to staff and create development plans to help staff achieve their career goals including assigning work which leverages their skills and capabilities and provides them with opportunities for learning.
• Anticipate and analyze trends in technology and assess the impact of emerging technologies on the business.
• Maintain appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
• Perform other related duties as required.

Minimum Qualifications:

Undergraduate degree in a relevant discipline. Post-graduate degree may be required for specialized positions. Minimum of nine years of related experience, or the equivalent combination of education and experience. Supervisory experience may be required. Technical expertise in a highly specialized area required.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Preferred Qualifications:

• Solid knowledge of IT operations and IT Service Management.
• Experience developing operational processes required for service development, service management, service implementation, service delivery, and ongoing lifecycle management of services.
• Experience in problem-solving, change management, budget development, and financial management.
• Knowledge and experience working within ITIL processes and service management techniques.
• Knowledge of project management disciplines and best practices, applications development, and implementation.
• An understanding of key trends and players in the IT industry and higher-education sector.
• Ability to build relationships, consult with customers and potential customers.
• Effective leadership, consulting, facilitation, consensus building, conflict resolution, negotiation, and team-building skills.
• Ability to mentor and coach staff, and act as a resource.
• Ability to effectively facilitate groups to achieve appropriate outcomes.