Director of IT Service at Waterloo

Position: Director of IT Service Experience at Waterloo
Location: Southwestern Ontario

Lead the IT Service Experience at the University of Waterloo, focusing on governance, user-centered design, and continuous improvement in support services. This full-time role is vital for transforming IT interactions across the campus.

The Director of IT Service Experience & Support will ensure that frontline IT services align with institutional standards and improve user satisfaction. You will work within the executive leadership of Information Systems and Technology, implementing best practices and operational performance metrics. Your leadership will create a cohesive support experience while fostering relationships across various IT teams.

Key Responsibilities:

• Define user experience strategies across multiple support channels

• Monitor IT service performance and implement improvements

• Ensure effective governance structures for service delivery

• Foster cross-campus collaborations to meet endpoint technology needs

• Lead training initiatives for IT staff to enhance service quality

Requirements:

• University degree in IT or a related field

• Over 10 years in IT leadership roles

• Experience with IT service management practices

• Strong knowledge of performance metrics and governance

• Proven ability to lead multi-stakeholder service initiatives

Drive service excellence and innovation in IT support at the University of Waterloo through expert leadership and strategic vision.
#J-18808-Ljbffr