Service Delivery Lead

The Faculty IT Office works together to support a dedicated and diverse group of academic and administrative professionals who exemplify excellence in their fields.

Your opportunity:

The Service Delivery Lead is an integral part of the Faculty IT Office within the Client Services portfolio, dedicated to ensuring clients receive exceptional service and support. This role focuses on building and nurturing strong, positive client relationships while continuously seeking opportunities to enhance their experience. It involves developing and implementing service delivery strategies that align with organizational goals.

Drawing on expertise in IT service management, the Service Delivery Lead delivers seamless, consistent, and high-quality service experiences. Key responsibilities include coordinating the entire lifecycle of service management practices, from strategy and planning to day-to-day operations and continuous improvement. Achieving customer satisfaction targets, metrics, and SLAs is paramount. This role also serves as the primary point of contact for client escalations, ensuring timely and effective resolutions. Additional responsibilities include monitoring service performance, managing vendor relationships, mitigating risks, and driving initiatives to enhance service quality and efficiency.

Your responsibilities will include:

• Leading and planning IT projects
• Developing project schedules including milestones, critical path, timelines, deliverables and reporting
• Troubleshooting complex computer system problems
• Performing technical processes that require great precision and attention to many details
• Conducting detailed analysis of system performance to inform management decision making
• Creating complex and technical documentation and user support guides

Essential Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, or a related discipline, or equivalent experience.
• Minimum of five years of diverse IT experience in a multi-client, multifaceted operational environment.
• At least two years of experience coordinating or supervising IT service management procedures.
• Project management experience (PMP designation preferred).
• Proven experience in coordinating IT staff activities.
• Proficiency in developing and working with IT standard operating procedures.
• Strong problem-solving skills with the ability to develop actionable plans and solutions.
• Experience in consulting with clients and acting as a liaison to technical staff within a large, complex organization.
• Ability to analyze service metrics and implement improvements for continual service improvements.
• Expertise in transitioning and supporting projects in operational environments.
• Exceptional communication skills, both technical and non-technical.
• Demonstrated ability to mentor and coach team members.
• Excellent presentation skills for training sessions, client workshops, and meetings.

Assets (Nonessential):

• Technical certifications in IT Service Management (e.g., ITIL).
• Experience with ServiceNow.
• Familiarity with the university environment, governance, and policies.
• Experience in a structured change management environment.
• Experience supporting Microsoft 365 in a client support role.

To be successful in this role you will be:

• Adaptable
• Diplomatic
• Proactive
• Problem solver
• Team player

This role is not currently eligible for a hybrid work arrangement, pursuant to University policies and guidelines, including but not limited to the  University of Toronto’s Alternative Work Arrangements Guideline .

Closing Date: 06/18/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 14 -- $88,290 with an annual step progression to a maximum of $112,911. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)

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.