Manager, Service Delivery

Company : University Of The Fraser Valley

Job Type : Full Time

Abbotsford, British Columbia

Number of Applicants

:

000+

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Job Description - Manager, Service Delivery

Job Summary:

The Manager, Service Delivery Manager provides leadership and direction to the Service Desk and IT Service Management teams within the IT Services Department. The Manager enhances and implements service delivery processes and practices to ensure the UFV community receives high quality, consistent service. The Manager collaborates and consults with key stakeholders, including students, faculty, and staff, to define and meet service management goals. The Manager identifies and leverages opportunities to improve IT service delivery based on performance metrics, operational challenges, and emerging needs.

Key responsibilities include driving innovative technology support solutions through research and integrating best practices. Additionally, the Manager oversees staffing, capacity planning, service process design, performance analysis, and the development of proactive resolution and service fulfillment plans.

For more information, please see the Position Description link above.

Qualifications:

Undergraduate degree with a technical or business focus or an equivalent combination of education and experience. Minimum of seven (7) years of relevant professional experience, with at least two years in a management role in IT Service Management or a related field.

Demonstrated experience with an enterprise service management tool in a complex organization.

Demonstrated experience successfully leading service revitalization and transformation, including the associated change management skills.

Strong team leadership skills; experience leading in a unionized public sector experience is an asset.

Possesses strong emotional intelligence and enthusiasm to effectively lead new initiatives, collaborate across administrative and academic units, and inspire a team of dedicated professionals.

Excellent problem-solving skills while demonstrating excellent customer service.

Strong work ethic, capable of independently managing workloads and using creative strategies to organize and prioritize tasks.

Expertise in negotiating complex contracts and managing outsourcing service agreements, including design and tracking of Service Level Agreements (SLAs).

Project management experience, such as a PMP or other project management certification, is an asset.

Experience with ITIL or other IT Service Management best practices frameworks is an asset.

Experience working with process improvement and project delivery best practices, tools, and techniques to ensure systems deployments enhance institutional business practices.

Excellent communication skills with experience in leading consultation with business and academic units, working productively with diverse stakeholders and fostering transparency across the portfolio.

Experience operating at strategic and tactical levels, demonstrating the aptitude of communicating clearly and effectively to upper management and all levels.

UFV Leadership Proficiencies

Create and implement plans - shape, align and execute the strategic priorities to meet student and community needs.

Lead change – Remain flexible, adjusting to changing circumstances and lead positive change by balancing innovation and calculated risk taking.

Cultivate collaborative relationships – Build effective working relationships internally and externally and collaborate to achieve mutually beneficial goals.

Inspire and develop talent - Invest in developing yourself, staff and faculty, effective teams, and our culture of excellence.

Make effective decisions - Make sound and timely decisions that benefit UFV in both straightforward and ambiguous circumstance.

Infuse Indigenization, Equity, Diversity, and Inclusion – Lead by example, valuing differing perspectives and backgrounds and promote equity, inclusion, and respect in a diverse environment.

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