IT Service Delivery Manager

University of British Columbia•Vancouver, BC

2d•CA$10,155 - CA$15,842

About The Position

UBC Sauder School of Business is a world-leading business faculty, recognized internationally for excellence in research and learning. The Sauder IT & Analytics team partners with faculty, staff, students, and other institutional stakeholders to deliver and sustain relevant, reliable, and innovative information technology solutions. The IT Service Delivery Manager leads the sustainment operations of information technology solutions for the UBC Sauder School of Business. This role is responsible for technical staff management, operations plans, team coordination, and the enhancement and maintenance of technology solutions. The role will also facilitate working relationships with technical colleagues from the Office of the CIO, UBC Information Technology, and external vendors.

Requirements

Undergraduate degree in a relevant discipline.
Minimum of eight years of related experience including at least two years of managerial experience, or the equivalent combination of education and experience.
Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Nice To Haves

Undergraduate or graduate degree in Computer Science and/or Business Operations.
Strong technical, communication, and relationship-building skills.
Proven ability to build relationships, consult with vendors, customers and potential customers.
Strong leadership, communication, consulting, and mentoring skills.
Solid knowledge of IT operations and IT Service Management.
An understanding of key trends in the IT and higher education sectors.
Experience in problem-solving, change management, and budgeting.
Effective leadership, consulting, facilitation, consensus building, conflict resolution, and negotiation and team-building skills.
Experience with Salesforce, Oracle, Workday, Microsoft Fabric/Power BI, Learning Management Systems, and ML/AI.

Responsibilities

Develops a deep understanding of the UBC Sauder School of Business’ operating environment and strategic priorities, and applies this knowledge to the sustainment and enhancement of information technology solutions.
Works collaboratively with vendors, UBC IT, and internal Sauder stakeholders to plan and deliver IT services to the UBC Sauder community.
Provides hands-on technical direction and support for information technology solutions (SaaS, PaaS, On-prem stacks).
Implements solution enhancements using a rapid, iterative approach.
Develops and leads IT operational plans, processes, and practices.
Leads and mentors IT technical and managerial staff.
Develops respectful working relationships with business and technical stakeholders located within UBC Sauder and UBC IT.
Receives escalations and ensures resolution of client concerns.
With support from UBC’s Chief Information Security Office, leads information system security mitigation and compliance initiatives.
Monitors and evaluates the quality of services delivered by reviewing and analyzing performance metrics, and reports and ensures that contractual obligations and related goals are met.
Works alongside business analysts, project managers, solution architects and IT governance processes to plan for the delivery of new information technology solutions, including novel and emerging technologies.
Identifies implementation options, evaluates risks, benefits, complexity and flexibility of the various options, and discusses approaches and recommendations with stakeholders.
Advises other information technology professionals and senior leaders on the effective use of specific information technology services.
Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
Performs other related duties as required.