Director of IT Service

Position: Director of IT Service Experience
Location: Southwestern Ontario

Elevate IT service delivery at the University of Waterloo as the Director of IT Service Experience and Support. Lead user-centered design and operational excellence in a collaborative, full-time role.

This pivotal leadership position within the Information Systems and Technology department is responsible for the strategic governance and performance of IT support services across the University. Focusing on enhancing user experiences, you'll implement service innovations, streamline multi-channel support, and establish accountability frameworks. Your contributions will define the direction for effective IT service management across diverse teams.

Key Responsibilities:

• Oversee user experience for IT support interactions

• Implement a unified support model across multiple channels

• Drive service performance monitoring and innovation

• Establish governance for IT service management

• Foster cross-campus partnerships to enhance service delivery

Requirements:

• 10+ years in IT service leadership roles

• Strong background in IT service management frameworks

• Experience with budget management and operational planning

• Excellent communication and stakeholder engagement skills

• Graduate degree preferred in IT, business, or related fields

Lead transformational IT initiatives to create seamless support experiences for the University of Waterloo community.
#J-18808-Ljbffr