Director, IT Service Delivery & Operations

Brock University • St. Catharines, ON

9d • CA$111,580 - CA$178,528 • Onsite

About The Position

Reliable technology operations do not happen by accident. When the network holds, the data centre stays up, a lecture hall just works, and the Help Desk resolves an issue before anyone notices, that is the result of an operation run well. As Director, IT Service Delivery & Operations, you lead it. Reporting to the Associate Vice-President, Information Technology Services, you are Brock's senior authority on how technology operations run: networks and telecommunications, data centres, cloud and on-premises infrastructure, endpoints, classroom and event technology, and the Help Desk that serves as the front door to all of it. You own their performance, their resilience, and the standards that keep them dependable. When something critical fails, you lead the restoration; when the university plans its next move, you help define what the operation can support. This is a permanent, senior post with real scope and authority. You will lead four managers and the teams behind them, set the operating model that connects service delivery, service management, and governance, and steward significant operating and capital budgets. It is also a genuine opportunity to build: to mature how Brock's IT operation works, strengthen its service culture, and modernize the backbone that every faculty, office, and classroom depends on.

Requirements

• Degree in a related discipline, or the equivalent combination of education and experience
• Progressive leadership experience in IT operations and/or service delivery within a large, complex organization, including leadership of other people-leaders
• Experience leading enterprise service delivery functions: service desk, endpoint and client support, and classroom/AV or comparable front-line technology services
• Experience establishing and maturing IT Service Management (ITSM) practices across incident, problem, change, request, and knowledge management, including service performance metrics and continuous service improvement
• Experience with accountability for core infrastructure and operations in a large, multi-vendor environment, including availability, capacity, resilience, and lifecycle planning
• Experience leading enterprise major-incident and service-restoration response, coordinating cross-functional teams and communications under pressure
• Experience building, restructuring, or maturing operational teams, including managing, coaching, and developing staff and leading service or organizational change
• Experience developing and managing operating and capital budgets, including multi-year planning, forecasting, and cost optimization for a complex technology portfolio
• Extensive experience planning, designing, organizing, coordinating, and managing networking and telecommunications services
• Experience leading vendor strategy, procurement, and contract/performance management for significant technology agreements
• Experience implementing and operating security, risk, and compliance controls within an operations environment
• Broad and current expertise across the IT operations portfolio; enterprise infrastructure, service operations, and classroom/AV and instructional technologies
• Strong understanding of IT service management frameworks (e.g., ITIL) and service delivery best practices
• Knowledge of technology governance, risk management, and compliance principles, with the judgment to assess operational risks and controls and implement effective mitigations
• Expertise in capital planning, infrastructure lifecycle management, and the delivery of large-scale technology initiatives
• Exceptional leadership and people management capabilities, effectively leading large, diverse, and multidisciplinary teams while fostering a collaborative, inclusive, high-performing environment
• Builds and sustains strong relationships across all levels of the organization, with the ability to influence, negotiate, and build consensus to drive alignment on strategic priorities
• Exercises sound judgment, tact, diplomacy, and political acuity
• Translates business needs and institutional priorities into effective operational and technical solutions
• Manages competing priorities in a fast-paced, high-demand environment, delivering against multiple deadlines with strong planning, organization, and attention to detail

Nice To Haves

• Master’s degree
• ITIL certification
• PMP certification
• Experience in higher education or public sector
• Experience managing employees in a unionized environment

Responsibilities

• Provide senior leadership, strategic direction, and oversight for core technology operations and front-line service delivery
• Ensure alignment of service delivery capabilities with institutional IT strategy, governance frameworks, and strategic priorities
• Serve as the university’s senior authority on IT operations, shaping service strategies, operational roadmaps, and transition-to-production frameworks
• Provide strategic guidance on operational risk, infrastructure dependencies, and long-term technology direction to enable institutional growth and resilience
• Anticipate and evaluate emerging technology and operational trends, driving modernization and continuous evolution of service delivery capabilities
• Represent IT operations and service delivery at the institutional level, influencing cross-functional initiatives, strategic planning, and decision-making forums
• Provide oversight of a comprehensive technology operations portfolio, including, but not limited to, networks, telecommunications, data centres, cloud and on-premises infrastructure, endpoint services, and classroom and event technologies
• Oversee the delivery, performance, and reliability of all operational IT and shared services across the institution
• Define and enforce university-wide operational standards, processes, and performance expectations to drive service excellence and risk mitigation
• Provide strategic leadership and oversight of the Help Desk as the enterprise gateway for IT and shared services
• Champion a client-centric service model, ensuring a consistent, high-quality, and responsive experience across all service channels
• Provide leadership in aligning service delivery, service management, governance, and portfolio planning within a cohesive operating model
• Define and implement strategic operational plans, resource models, and service delivery frameworks aligned to institutional priorities
• Establish and oversee enterprise approaches to disaster recovery and business continuity for critical infrastructure and services
• Embed security, risk management, and compliance into all aspects of technology operations and infrastructure design
• Provides leadership, coaching, and mentorship to four managers responsible for enterprise technology operations and infrastructure

Benefits

• Health & Dental Benefits: Comprehensive extended health, dental, and vision coverage.
• Pension Plan: Enrollment eligibility in the Brock University Pension Plan.
• Vacation: Up to 3 weeks per year, in addition to university holidays.
• Professional Development: Eligibility for the Brock Tuition Waiver Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Director