IT Service Delivery Manager - UBC, Vancouver

AI Summary

This opportunity is for an IT Service Delivery Manager at the UBC Sauder School of Business, located on the UBC Vancouver Campus in Vancouver, BC. The successful manager will lead the sustainment operations of information technology solutions, overseeing technical staff and developing operational plans. Key requirements include an undergraduate degree in a relevant discipline and a minimum of eight years of related experience, with at least two years in a managerial capacity, demonstrating strong technical and relationship-building skills.

About the Opportunity

The UBC Sauder School of Business is actively seeking a dedicated IT Service Delivery Manager to join their dynamic IT & Analytics team. This pivotal role involves leading the sustainment operations for critical information technology solutions that support the school's academic and operational excellence. The manager will be instrumental in coordinating team efforts, enhancing existing technology solutions, and ensuring reliable service delivery. This position requires a deep understanding of the UBC Sauder School of Business' strategic priorities to effectively plan and deliver IT services in collaboration with vendors, UBC IT, and internal stakeholders. The IT Service Delivery Manager will also provide hands-on technical direction for various information technology solutions, including SaaS, PaaS, and on-premise stacks, implementing enhancements through rapid, iterative approaches. This role is crucial for maintaining the high standards of information technology service expected within a leading business faculty.

Leadership and Collaboration

As an IT Service Delivery Manager, you will lead and mentor technical and managerial staff, fostering a collaborative environment within the UBC Sauder School of Business. A significant aspect of this role involves developing respectful working relationships with both business and technical stakeholders across UBC Sauder and UBC Information Technology. The manager will facilitate strong connections with technical colleagues from the Office of the CIO and external vendors, ensuring seamless integration and support for all information technology initiatives. This position also entails managing client concerns and escalations, ensuring timely and effective resolution. Furthermore, the IT Service Delivery Manager will play a key role in information system security mitigation and compliance initiatives, working alongside UBC’s Chief Information Security Office. This leadership position demands strong communication, consulting, and team-building skills to drive successful service delivery and innovation within the university's robust information technology landscape.

Qualifications and Expertise

Candidates for this IT Service Delivery Manager role should possess an undergraduate degree in a relevant discipline, complemented by a minimum of eight years of related experience, including at least two years in a managerial capacity. A preferred qualification includes an undergraduate or graduate degree in Computer Science and/or Business Operations. The ideal candidate will demonstrate strong technical acumen, exceptional communication abilities, and proven relationship-building skills, essential for consulting with vendors, customers, and internal partners. Solid knowledge of IT operations and IT Service Management principles is expected, alongside an understanding of key trends in the information technology and higher education sectors. Experience in problem-solving, change management, and budgeting will be highly valued. Familiarity with technologies such as Salesforce, Oracle, Workday, Microsoft Fabric/Power BI, Learning Management Systems, and ML/AI would be a significant asset, contributing to the continuous enhancement of information technology services at UBC.