Director, Client Technology Services
Director, Client Technology Services
Posted on :
04-08-2025
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1 Vacancy
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Job Description
SAITs Information Technology Services department handles all software and hardware needs as well as technological and networking issues for both employees and students who rely heavily on computer systems across our campuses. Technical support which includes help with computer hardware and software technical problems email audio-visual needs and more is available to everyone at SAIT whether the problem occurs at home or on-campus.
The Opportunity
The Director Client Technology Services is a visible campus-wide leader who builds cross-functional relationships translates technical complexity into business value and continually innovates to keep the SAITs client technology landscape responsive secure and student centered.
This individual will provide strategic operational and people leadership for all end-user computing academic technology and frontline IT support services across SAIT. Reporting to the Associate Vice-President & Chief Information Officer (CIO) the Director delivers an exceptional technology experience for students faculty staff and external partners by:
Setting direction and driving change
Leading three service portfolios
Championing ITSM best practice
Modernizing the client environment
Stewarding resources and partnerships
Fostering an inclusive high-performance culture
The Role
- Strategic Leadership & Service Governance
- Set multi-year vision service catalogue KPIs and funding models; align with ITS Technology Roadmap and academic mission.
- Publish roadmap that ladders to the ITS Technology Roadmap and annual budget cycle.
- Set and review annual KPIs (e.g. first-contact-resolution device-refresh compliance classroom-uptime).
- Operational Excellence & Incident Management
- Own IT processes and continuous-improvement programs for service desk technology standards endpoint management learning management system classroom technology campus audio visual and academic facing software provisioning.
- Maintain and mature processes in ServiceNow (incident request problem change knowledge).
- Ensure Priority outages are coordinated through technical leads executive situation reports are drafted and post-incident reviews are completed.
- Sponsor technology standards (e.g. Windows macOS Client Hardware Audio Visual) and oversee lifecycle management for 7000 endpoints audio visual for staff faculty and 650 teaching spaces.
- People Leadership & Talent Development
- Coach three managers and 75 indirect staff across multiple bargaining units and campuses.
- Implement succession and workforce-planning framework; identify high-potential staff and create stretch assignments.
- Champion inclusive workplace initiatives equitable hiring practices and track engagement-survey action plans.
- Manage performance management cycle merit recommendations and professional-development budgets.
- Client & Vendor Engagement
- Cultivate partnerships with deans research units teaching & learning and key vendors.
- Act as primary liaison to deans and teaching & learning for curriculum-driven technology needs; including annual Learning Space upgrade plan.
- Lead RFPs and contract negotiations for software and for computer & audio-visual hardware partners.
- Represent the institution in provincial higher-ed discussions and national user groups; share best practices and pursue collaborative procurements.
- Track $7M OPEX budget monitor variance and oversee quarterly forecasts and business cases.
Qualifications & Experience
- Bachelors degree in Business Information Systems or related field.
- 3-5 years Progressive IT leadership with at least 3 years managing in a higher-education or similarly complex public-sector setting.
- 3-5 years in a supervisory role and in a senior leadership role
Required Skills and Capabilities
- Core Leadership & Strategic Capabilities
- Proven higher-education (or comparably complex public-sector) leadership: successfully directs multi-site client-facing IT services supporting thousands of end-users.
- Strategic planning & change leadership: crafts multi-year roadmaps builds cross-functional coalitions and guides staff through large-scale service or organizational transformations.
- Inclusive people-centric management style: creates psychologically safe teams mentors managers and drives retention and engagement across diverse employee groups and student staff.
- Service-Delivery & Technical Oversight
- ITSM/ITIL champion (foundation-to-intermediate level): recognizes the value of incident problem change and knowledge processes and can mobilize specialists or vendors to implement and mature them.
- Campus-scale endpoint & learning space modernization: has led or sponsored initiatives such as Windows 11 Intune migration macOS fleet refresh or multi-room AV/classroom-technology upgrades.
- Learning management system oversight: worked with Brightspace or equivalent to align vendor roadmaps integrations and support models with teaching and learning needs.
- Data-driven service improvement: uses analytics to prioritize enhancements and demonstrate value to executive and academic Clients.
- Financial & Vendor Management
- Budget stewardship of $7M OPEX: including forecasting variance reporting and funding proposals.
- Enterprise procurement & vendor-relationship skills: negotiates complex software hardware and AV contracts balancing cost risk and service quality.
- Communication & Relationship Building
- Executive level communicator: translates technical risk or opportunity into clear business terms for VPs Deans and external partners.
- Client diplomacy: gains cooperation and consensus across academic administrative and unionized environments; adept at resolving competing priorities.
- Strong written verbal and presentation skills: produces crisp briefing notes business cases and incident updates suitable for board-level review.
Job classification: M1105 - Director
Salary range: $120000 - $185000.00
Paid Leave: 4 Weeks Vacation / 14 Flex Days per year
# of positions: 1
Hours Per Week: 37.5
Posting closing date: August 8 2025
About SAIT
SAIT is a global leader in applied education. Named one of Albertas Top Employers we offer the chance to work with a purpose preparing the next generation of industry leaders entrepreneurs advocates and explorers.
Building on our 100 year history were looking for innovative bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.
Community and Belonging is essential to achieving SAITs vision to be a global leader in applied education. It creates the conditions for a healthy campus where everyone feels welcome respected and empowered to succeed. SAIT values fairness shared accountability and the importance of representation. The institution expects a commitment from its students and employees to continuously develop an equitable and inclusive mindset that celebrates diverse experiences and perspectives. Learn more about Community and Belonging at SAIT.
BEWARE FALSE POSTINGS AND RECRUITING OFFERS
SAIT has been made aware of individuals or organizations posing as SAIT using false postings to attract job seekers and collect personal information. Please be aware that SAIT will never request sensitive personal information beyond what is required for an application.
Career opportunities at SAIT will always be posted on the SAIT career site and we encourage applicants to only apply directly through there. When your application is completed you will receive an email confirmation if you did not receive one please check your junk mail or try applying through the SAIT career page again.
Required Experience:
Director
Employment Type
Full-Time
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