Service Management Program Coordinator

Date Posted: 01/15/2024
Req ID: 35657
Faculty/Division: Ofc of the Chief Information Officer
Department: Enterprise Infrastructure Solutions
Campus: St. George (Downtown Toronto)
Position Number: 00056021

Description:

About us:

The Enterprise Infrastructure Solutions (EIS) group, part of the Information Technology Services (ITS) division, is responsible for campus core network, campus wireless, wide area network connectivity and internet connectivity for the University, including connectivity to research and education networks.

EIS is also responsible for services related to departmental network management, network, server and storage infrastructure, Windows and Linux server management services, database and application integration and support, enterprise backup service, 24/7 operation of central administrative data centres and telecommunications services.

If you’re motivated and passionate about learning technologies and dedicated to improving experiences for today’s student, consider a career with us.

Your opportunity:

The Chief Information Officer (CIO) portfolio, operating as Information Technology Services (ITS) employs over 200 IT professionals who provide University-wide IT services and systems to enable University of Toronto (U of T) to maintain its status as Canada’s leading institution of learning, discovery and knowledge creation. From direct support to enterprise-grade academic and administrative applications (student, financial, HR and research) to online learning, information security, collaboration tools and network infrastructure, our work enables U of T’s steadfast commitment to being an internationally significant research university with excellent undergraduate, graduate and professional programs.
ITS provides leadership and undertakes strategic and tactical initiatives to secure the greatest value from the University’s investment in IT. By strategically focusing on our people and working in collaboration with academic administrators, process owners and distributed IT service providers, ITS identifies technology opportunities and inefficiencies, and implements services and technology solutions to reduce complexity and improve the aggregate IT experience of students, faculty and staff.

Under the general direction of the Manager, Client Success and Service Delivery, the Service Management Program Coordinator will serve as the catalyst for providing strategic guidance, embedding best practices, ensuring efficiency, and fortifying EIS service management framework. This position will play a pivotal role, taking ownership of the design, implementation, management, and continuous improvement of our service management, delivery strategy, and processes, while also providing functional leadership to other EIS service delivery personnel for cross-functional coordination and excellence in service delivery.

The service management strategy and process improvements are not isolated endeavours but integral components of a holistic approach to elevate service delivery capabilities. The dynamic leadership of this position will guide EIS towards operational excellence and strategic alignment within the ever-evolving IT landscape.

Your responsibilities will include:

• Analyzing business and operational requirements to plan the implementation of new IT systems
• Analyzing and configuring highly complex enterprise applications and services
• Developing and updating architectural framework for highly complex and confidential university-wide IT systems
• Defining requirements and scope of complex projects with broad impact and long-term consequences
• Directing the activities of a group of staff-appointed employees all performing a similar function

Essential Qualifications:

• Bachelor's degree or acceptable combination of equivalent experience.
• Minimum eight (8) years of recent and related experience in service management in a diverse, multi-client and complex operational environment.
• Demonstrated expertise in designing, implementing, and managing IT service management processes and strategies with proven ability to align IT services with business objectives, ensuring the delivery of value to the organization.
• Extensive experience and ability to establish, maintain and improve service level standards, ensuring alignment with business objectives and customer expectations.
• Experience in overseeing the entire service lifecycle, including planning, design, transition, operation, and retirement phases.
• Demonstrated expert level of proficiency with ITSM tools such as ServiceNow, JIRA, and familiarity with Agile and Scrum frameworks for process automation, workflow optimization, continuous improvement, and enhancing overall service delivery efficiency
• Expertise in utilizing key performance indicators (KPIs), data analytics, and reporting tools to measure, monitor, and report on service performance and quality.
• Strong leadership skills with the proven ability to lead cross-functional teams, foster collaboration, and drive agile project delivery for improved efficiency and flexibility to achieve service management objectives.
• Strategic mindset with the ability to align IT service management initiatives with overall business strategy.
• Demonstrated ability to make informed, strategic decisions that positively impact IT service delivery and business outcomes.
• Excellent verbal and written communication skills with the ability to develop and present new ideas and articulate new approaches and solutions

Assets (Nonessential):

• Possessing expert or master-level certifications related to IT Service Management showcasing a profound understanding of best practices in ITSM, is a strong asset.
• Holding certifications or undergoing training in data analytics, Scrum Master, or project management is an asset.
• Demonstrated familiarity with the university environment, governance, and policies.
• Proven ability to elicit cooperation from a diverse range of sources, including staff and management at all levels within the university.

To be successful in this role you will be:

• Communicator
• Efficient
• Insightful
• Organized
• Proactive
• Self-directed

Closing Date: 01/23/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 18 -- $112,241 with an annual step progression to a maximum of $143,537. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)
Recruiter: Khristen Sivaramalingam

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.