Director, IT Service Excellence


Competition No.  -    A100144799
Closing Date  -    Will remain open until filled.

The University of Alberta is seeking a solutions-focused individual that will lead, innovate, and influence in the role of Director, IT Service Excellence. Reporting to the Associate Vice-President & CIO, the Director, IT Service Excellence is accountable for a unit that delivers services and service improvements to the University. This individual must ensure the suitability of any improvements to IT Services within this context. 

The Director will instill in their staff a clear focus on alignment between the needs of the University community and the Service Delivery capabilities of the IST unit, with emphasis on striving to improve the latter. The IT Service Excellence unit provides and continuously improves procedures, processes, and tools to deliver, operate, and manage client-oriented IT Services across the University. 

As Director, you will design and implement solutions to operational challenges, make continuous improvements to services, programs and operations to increase performance and deliver results. In this role, you will establish performance standards in your area, leading by example. Working alongside various leaders, you will plan, strategize and ensure critical initiatives are developed and completed. This exciting opportunity will allow you to contribute to IST’s Strategic Institutional Planning, policy development, and priority-setting activities in a time of unprecedented transformation.

To excel as a highly effective leader, the Director, IT Service Excellence will:

  • Establish, lead, present, and participate in informal and formal advisory groups, steering committees, and governance groups to engage, communicate, and seek approval for infrastructure and service delivery developments.
  • Create clear performance expectations for the area, measure performance regularly and recognize achievement, and be accountable for meeting performance objectives, intervening when performance is waning, and removing barriers to achievement is vital.
  • As a member of the IT Leadership team, develop a systematic management framework to define and deliver a portfolio of programs, projects and ongoing services.
  • Align the IST portfolios with the university’s strategy and business objectives and prioritize resources to make changes. 
  • Understand the need for continuous improvement across all IT services. Assist with the development and reporting of metrics to assess the performance of IT services and establish targets for future improvement.
  • Provide leadership, motivation, coaching, professional development and support to create a dynamic work environment focusing on customer service.
  • Mentor the Service Excellence Team members and implement professional development plans for all team members. Provide an environment conducive to staff development and training. 
  • Create an environment that encourages innovation and enables change. Challenge the status quo; develop, test, and deliver new frameworks, methods or approaches. 
  • Champion change and innovation; anticipate barriers to the flow of new ideas; proactively address issues and resistance.
  • Collaborate with staff to develop change strategies and engage/support staff in adapting to change.
  • Communicate effectively and regularly with internal and external stakeholders, including senior levels within the University, government, and partners, to determine whether IT services are being provided effectively and at the service levels expected.
  • Identify key influencers and create internal networks. Foster collaboration within the area and across the university. Share information when appropriate. Identify opportunities and develop strategies for collaboration. Encourage staff to participate in collaborative initiatives.

Qualifications Desired

  • A Bachelor’s Degree in Information Technology or a related field is required, with eight years of experience in operational analysis, planning, service excellence and project management in a higher education environment is highly desirable. At least five years of progressively responsible experience in people management.
  • Alternatively, a Professional Certification with ten years of experience in operational analysis, planning, service excellence and project management in a higher education environment is highly desirable. At least five years of progressively responsible experience in people management.
  • Foundational accounting and budgeting skills, including managing a budget.
  • Excellent communication, presentation, interpersonal and written skills.
  • Experience developing IT Service Management processes and Service Management tools.
  • Proven leadership experience in managing high-performing teams, setting the direction of operations, and making budget decisions.
  • Proven ability to work with senior administration, academic and non-academic leaders, and the University community to provide leadership, exercise influence, and build consensus and partnerships in a large, complex, and collaborative enterprise.  
  • Demonstrated ability in managing projects and priorities, including strategic planning, coordination of resources, risk management, change management, negotiation, cybersecurity strategies and reporting results.
  • Ability to work effectively and collegially within a complex university system and negotiate with a wide range of internal and external contacts.
  • Exceptional ability in analyzing and solving complex problems as well as in providing documentation, guidance, and instruction to all levels
  • Strong coaching, organizational and analytical skills.

In accordance with the Management and Professional Staff (Excluded) Handbook, this position is a full-time, continuing appointment and offers a comprehensive benefits package found at Faculty & Staff Benefits and an annual salary of $87,724 to $146,204. Salary will be commensurate with experience. While this position welcomes applications from the public, please note that preference will be given to current employees at the University of Alberta. Review of applications will begin  March 30, 2021; however, the competition will remain open until filled. We thank all candidates for their interest; only those selected for an interview will be contacted.

How to Apply

Apply Online

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.