Senior Director, Technology Support Hub

Job Family:

Faculty/Service - Department:

Campus:

Date Posted (YYYY/MM/DD):

Applications must be received BEFORE (YYYY/MM/DD):

Position Purpose

Reporting to the Chief Information Officer the incumbent is accountable for the overall experience the campus community has when interacting with IT. Reporting to the Chief Information Officer the role leads to the strategy delivery and continuous improvement of all frontline and faculty-facing IT services ensuring a consistent high-quality and user-centric approach across the institution.

This position oversees major portfolios such as the IT Service Desk Audio-Visual (AV)/Classroom Support IT Client Care Research Support & Enablement and Faculty Enablement & Support. It leads to the development and coordination of several Centres of Excellence that anchor service quality and innovation across these domains fostering collaboration across the entire IT community. The Senior Director plays a key role in unifying IT support practices across campus promoting shared standards and reducing service fragmentation.

As a senior leader the incumbent fosters a culture of accountability collaboration and service excellence across a diverse team of IT professionals. The role plays a critical part in transforming the culture of IT service delivery empowering staff setting clear performance expectations and aligning service values with the universitys academic and research mission. Working closely with Vice-Deans Chief Administrative Officers IT Leaders Senior Directors and other leaders the Senior Director ensures services are responsive standardized and continuously improving based on clear key performance indicators (KPIs) and user feedback and provides executive-level visibility into service quality through data-driven reporting and institutional dashboards.

In this role your responsibilities will include:

• User Experience Leadership: Leads the institutional strategy for how the campus community experiences IT. Accountable for delivering a consistent high-quality and user-focused support model across all touchpoints ensuring services meet the evolving needs of students faculty and staff. Drives service innovation to anticipate user expectations and introduce new ways of engaging with IT.

• Strategic Oversight of User-Facing IT Services: Provides executive direction across five major portfolios: Service Desk AV/Classroom Support IT Client Care Research Support & Enablement and Faculty Enablement & Support. Ensures integration and alignment of services with institutional priorities and end-user expectations.

• Centres of Excellence and Campus Coordination: Oversees multiple Centres of Excellence supporting end-user technologies and support services. Fosters collaborate across central and faculty-based teams to drive standardization reduce silos and promote shared service ownership across campus.

• Performance and Service Accountability: Establishes and enforces institutional KPIs performance standards and service benchmarks. Leads performance measurement and reporting for all client-facing IT services using metrics to drive transparency continuous improvement and executive decision-making. Ensure executive stakeholders have the visibility needed to make informed institutional decisions.

• IT Service Management (ITSM) and Governance: Establishes the institutional vision and governance framework for IT Service Management aligning practices with internationally recognized standards such as ITIL. Leads the development and enforcement of university-wide service definitions workflows escalation models and accountability structures to ensure consistent efficient and transparent service delivery across all IT units.

What you will bring:

• University degree in Information Technology Business Administration or a related field; a graduate degree is considered an asset.

• Minimum of 15 years of management and leadership experience in Information Technology including at least 8 years in senior leadership roles overseeing user-facing or service delivery functions in a complex multi-stakeholder environment.

• Proven track record in developing and leading user-centric IT strategies service models and organizational transformations that improve the end-user experience.

• Extensive knowledge of IT Service Management (ITSM) and project management frameworks (e.g.: ITIL PMBOK etc.) with demonstrated experience implementing and governing ITSM practices at an organizational level.

• Deep understanding of end-user technologies support delivery models and device lifecycle management in a large-scale institutional setting.

• Demonstrated ability to build and maintain strong relationships with senior leadership in an organization.

• Strong leadership and people management skills with experience leading multi-level teams and fostering a culture of accountability collaboration and service excellence.

• Experience supporting the research enterprise through responsive scalable and well-aligned IT services that enable innovation collaboration and compliance. Familiarity with Canadian research funding environments and bodies (e.g.: Tri-Council) is considered an asset.

• Excellent analytical strategic planning and performance measurement skills including the development and use of KPIs and metrics to drive operational decision-making.

• Experience managing large operational budgets (e.g. $510M) with a demonstrated ability to optimize resources and align spending with institutional priorities.

• Demonstrated experience leading process re-engineering initiatives to improve service efficiency quality and consistency across complex environments. Knowledge of continuous improvement methodologies; certification or experience in Lean Six Sigma is considered an asset.

• Exceptional communication negotiation and change leadership skills with the ability to influence across organizational boundaries and drive adoption of standardized practices.

• Fluently bilingual in English and French (written and spoken).

#LI-Hybrid

The University of Ottawa is committed to ensuring equity diversity and inclusion in the scholarly and leadership environments of our students staff and faculty. Accordingly we strongly encourage applications from Indigenous Peoples in Canada visible minorities members (racialized persons) persons with disabilities women as well as from all qualified candidates with the skills and knowledge to productively engage with equitable diverse and inclusive communities. Candidates who wish to be considered as a member of one or more designated groups are asked to complete the confidential Self-Identification Questionnaire to be completed at the time of application.

All qualified candidates are invited to apply; however preference will be given to Canadians and permanent residents. When submitting your application please indicate if you are legally entitled to work in Canada