Director, Client Experience & IT Services

Position Summary

The Director of Client Experience and Services at St. Lawrence College leads the transformation of IT service delivery by fostering a client-focused culture and implementing strategies that enhance operational efficiency, reliability, and user satisfaction. This senior leadership position is integral to aligning technology services with the college’s mission of providing exceptional education and support to its diverse community of students, faculty, and staff.

The Director collaborates closely with institutional Clients, including academic departments, administrative units, and IT teams, to deliver seamless and responsive services that meet the evolving needs of the college. By overseeing the Service Centre, Client Services teams, IT infrastructure, and relationships with external vendors, the Director ensures the consistent delivery of high-quality support while driving initiatives that streamline processes and enhance the client experience.

With responsibility for the full lifecycle of IT services, the Director ensures the effective planning, implementation, and evaluation of technology initiatives. This includes managing critical IT applications, network infrastructure, and digital tools that support academic and operational success. The Director also emphasizes innovation and scalability, driving the adoption of technologies that future-proof the college’s systems while promoting security, accessibility, and sustainability.

Committed to continuous improvement, the Director actively engages with students, faculty, and staff to gather insights, measure service quality, and adapt strategies that address the college’s priorities. This role plays a pivotal part in advancing St. Lawrence College’s vision of delivering reliable, innovative, and client-centered technology solutions that support the institution’s growth and success.

Qualifications

Education and Experience:

A minimum of a 3-year Diploma/Degree in a relevant field of study. ITIL (Information Technology Infrastructure Library) certification is required to demonstrate expertise in managing IT services, aligning IT processes with organizational needs and ensuring efficient service delivery.

A minimum of 5 years of experience in managing IT service delivery teams, including frontline support, help desks, or client service teams, ensuring high levels of reliability, responsiveness, and user satisfaction. Experience in leading and managing multi-disciplinary teams, including direct reports and cross-functional collaborations. Experience in developing and implementing IT strategies that align with organizational goals, emphasizing innovation, scalability, and adaptability. Experience managing critical IT systems, applications, and infrastructure, including overseeing upgrades, integrations, and maintenance to ensure seamless operations. Experience in managing complex IT projects from initiation to completion, including planning, resource allocation, risk management, and Client communication. Experience with involving direct engagement with diverse Client groups (e.g., students, faculty, and staff) to understand their needs and deliver tailored IT solutions. Experience developing feedback mechanisms and improving IT services based on input from clients, ensuring technology solutions remain user-centric. Experience negotiating contracts and managing relationships with IT vendors and service providers, ensuring service quality and cost-effectiveness.

Other Required Qualifications:

• Knowledge of the strategic plan of the College and strategic initiatives.
• Excellent knowledge of project management and change management.
• Communication skills (verbal, written) to make recommendations and prepare reports for all levels (including Board of Governors).
• Conflict resolution skills.
• IT Service Management Experience.
• IT Infrastructure and Application Management.
• Project Management.
• Ability to implement and manage service level agreements (SLAs) and other performance metrics to ensure quality and consistency in IT service delivery.
• Ability to balance short-term operational demands with long-term strategic initiatives, ensuring IT investments deliver measurable value.
• Ability to manage budgets, timelines, and deliverables while ensuring alignment with institutional priorities.
• Ability to evaluate vendor proposals, oversee the procurement process, and manage external partnerships.

Physical/Work Environment Essential Requirements:

This opportunity is available as remote work from an Ontario location. Candidates interested in remote, on campus, or a hybrid work arrangement should feel free to apply.

Salary & Terms

• Admin Group: Pay Band 13: $115,032 - $153,374 per annum, commensurate on education and experience. In addition to the salary, the position is eligible for pay for performance.
• Hours per week: 37.5.
• Posted Date: April 23, 2025.
• Closing Date: May 14, 2025 (4:00 p.m.)

Documents

• Job Duties & Responsibilities

How to Prepare your Application for Submission: You will be able to attach only one document to your application. To prepare your application: Combine your cover letter and resume as one document. Save your document in .PDF, .doc, or .docx format using Last Name, First Name as your naming convention. Click on the Apply Here link and complete the application form. Attach your cover letter/resume document to the application form.

THIS IS A FULL-TIME ADMINISTRATIVE POSITION

St. Lawrence College is committed to employment equity and diversity in the workplace. We encourage and welcome applications from members of the designated groups, including women, racialized minorities, Indigenous peoples, persons with disabilities and persons of any sexual orientation and identity. St. Lawrence College is committed to an inclusive, barrier-free selection process. SLC provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Belonging, People, & Culture at employ@sl.on.ca. To obtain a copy of this position vacancy or any of the position-related documents in an alternate format please contact employ@sl.on.ca and our Talent Management Consultants will address your requests for accommodation confidentially.

This job opportunity is open to both internal and external applicants. Only those who are selected for an interview will be contacted.