IT Service Director at University of Waterloo

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

Shape the future of IT support at the University of Waterloo as our Director of IT Service Experience & Support. This permanent, full-time position emphasizes user experience and service quality across all IT functions.

In this pivotal role, the Director will spearhead the design and development of a unified support model for IT services. You will collaborate with various stakeholders to enhance service delivery and user satisfaction through data-driven strategies. Your leadership will drive the continuous improvement of service standards and support practices.

Key Responsibilities:

• Establish a unified user-centered IT support framework

• Develop operational governance and performance accountability

• Create a common training pathway for IT staff

• Enhance cross-campus partnerships for service integration

• Lead performance reviews and continuous improvement cycles

Requirements:

• Relevant degree in IT or Business Administration

• Minimum of 10 years in IT leadership

• Proven success in service modernization initiatives

• Expertise in IT service management frameworks

• Strong communication and stakeholder engagement skills

Elevate IT service quality and drive innovation as you lead support operations at the University of Waterloo.
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