Description:
Reporting to the Director, End User Solutions, the Manager, IT Service Delivery provides operational leadership and tactical oversight for end-user technology services, ensuring the delivery of reliable, customer-centric support across the College. This role oversees the IT Service Desk, Academic Computing, and Regional Campus IT support teams, championing a culture of continuous improvement and service excellence.
The Manager is responsible for maturing IT service management practices, including the governance of the service catalogue, performance standards, and KPIs. By fostering strong partnerships with academic and administrative stakeholders, the Manager ensures that technology services are scalable, sustainable, and fully aligned with institutional goals through supporting effective planning, procurement, and financial reporting.
How You’ll Make An Impact
Operational Leadership
- Provides leadership and operational oversight for the IT Service Desk, Academic Computing Labs and Regional Campus IT support functions; ensuring service continuity, responsiveness, and alignment with daily departmental objectives
People Leadership
- Leads, motivates, and guides staff, cultivating a collaborative, high-productivity team culture focused on excellent customer service
- Ensures operational assignments of the team are carried out consistently with college policies and procedures
- Monitors employee performance, delivers regular feedback, and resolves conflicts or conduct-related issues in accordance with college policies and standards
- Plans and manages resource allocation, staffing priorities, training needs, and workflow optimization to maintain seamless operations
Operational Planning
- Coordinates operational planning for lab and support environments, including service processes, incident and escalation practices, software deployment readiness, technology refresh activities, and regional campus coverage
IT Service Management & Service Catalogue
- Defines, implements, and matures IT service management practices and workflows (e.g., incident, request, problem, change) to improve service quality, consistency, and transparency
- Serves as the business owner for the ticketing/IT service management platform and continuously evolves the IT service catalogue to ensure services are clearly defined, measurable, and aligned with stakeholder needs and institutional priorities
Financial Administration & Resource Planning
- Assists departmental financial administration, including procurement coordination, expenditure tracking, budget monitoring, contributing data for resource planning, financial reporting, and prepares documentation
Engagement & Metrics
- Leads engagement with academic and administrative stakeholders to understand service needs and communicate service performance
- Establishes, monitors, and leverages service metrics and KPIs to drive continuous user-experience improvements
Compliance, Asset Control & Reporting
- Ensures compliance with college policies, health and safety standards, and asset/inventory controls
- Maintains service documentation and contributes to operational reporting
Performs Other Related Duties As Assigned
What You’ll Bring
- Post-secondary 3-year diploma/degree in information technology, computer science, business technology management, or a related field
- Minimum 7 years’ of progressive experience in IT operations, end-user support, or technical service delivery
- An equivalent combination of education and progressive technical/operational leadership experience may be considered
- Demonstrated experience in staff management, operational planning, service escalation, stakeholder relationship management, and financial/procurement support activities
- Experience managing IT support across distributed environments (ideally a college/university campus, hospital, or multi-office corporate environment)
- Proven success in establishing KPIs, building service dashboards, and translating data into actionable service improvements
- Relevant IT service management, technical support, or leadership-related certifications are assets (example ITIL, change management, or project management)