Client Services Manager, UBC Health

Staff - Non Union Job Category M&P - AAPS Job Profile AAPS Salaried - Information Systems and Technology, Level E

Job Title:

Client Services Manager, UBC Health Department OCIO | Engagement Services

Academic Compensation Range: $9,859.25 - $15,380.75 CAD Monthly

Posting End Date:
June 17, 2026. Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date:
Ongoing

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

The Engagement Services unit in the Office of the CIO engages the UBC community by bringing together functional and technical expertise to define and implement practical, strategic customer‑oriented services. It acts as a liaison between UBC IT/OCIO and client groups, identifies opportunities, manages escalations, and plays a key role in maintaining brand integrity and best practices in service design and delivery.

The Client Services Manager, UBC Health leads the delivery, implementation and operation of a campus‑wide technology service and provides management of information technology services within UBC Health and the Faculty of Medicine. The role is responsible for ensuring coordinated, integrated, and high‑quality delivery of digital services aligned with enterprise governance, cybersecurity, privacy and shared service. The Manager develops UBC and Faculty business and project plans, requirements and budgets to ensure successful implementation and operations of integrated, cost‑effective IT services.

The position is responsible for broad overall management of UBC IT’s services within the UBC Health portfolio and acts as the single point of contact for IT services delivered by UBC IT and embedded IT within the units.

The Client Services Manager interacts with senior staff and faculty across the University, such as Dean, Associate Dean, Director, as well as IT managers and staff in the various faculties and units. Within UBC Information Technology, the Manager works at a senior level, reporting to Associate Director, Engagement Services and actively participates as a member of the UBC IT Services Group leadership team.

The position has interdependencies with UBC IT Infrastructure group, UBC IT Client Services Group, UBC IT Project Office, UBC IT Strategy group, UBC IT Human Resources groups, UBC IT Finance groups, Unit IT Groups, senior members of departments and faculties, other IT groups on campus and selected vendors providing ongoing contracted services to UBC IT.

Specific Duties:

• Develop a solid understanding of individual Faculty and Administrative units environment and priorities; apply this knowledge to the development of technology solutions.
• Produce and review service level commitment performance reports, analyze results; identify issues and take appropriate actions to resolve them.
• Respond to client escalations and follow up to ensure timely resolution; analyze issues and take appropriate corrective action.
• Consult with senior members of the client organization to understand expectations and requirements.
• Coordinate the provisioning of enterprise services, ensuring customer‑driven direction.

Core Duties:

• Lead analysis of a campus‑wide technology service or IT services within a defined portfolio, translate client organizational needs and UBC IT strategy into service requirements and portfolio directions, and make recommendations for optimizing resources and delivery of services.
• Lead development of business and implementation plans, policies, standards and budgets for projects and IT solutions.
• Identify implementation options, evaluate risks, benefits, complexity and flexibility of options and discuss approach and recommendations with staff and stakeholders.
• Assemble project teams and other resources; work collaboratively with vendors, key customers and internal stakeholders to plan and deliver IT’s…