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Director, Client Services

Position Details

Position Information

Position Title Director, Client Services
Who We Are
At BCIT, putting people at the core of everything we do is paramount. This idea is the foundation of BCIT’s People Vision, which describes the Institute’s goals and priorities in respect to our people. In a complex and uncertain world, it’s vital our people feel valued, supported and connected. BCIT champions a culture of innovation and global progress through people’s imagination and creativity. With a competitive compensation package, great work-life balance, and career advancement opportunities, see why we’ve earned the title of one of BC’s Top Employers for over ten years running.
Position Summary
BCIT’s Information Technology Services department is seeking a regular, full time (1.0 FTE) Director, Client Services who will provide strategic direction to the delivery of customer-focused IT services to the Institute’s faculty, staff and students. Develops client services strategies, plans and policies, and drives out strategic initiatives that support achievement of service goals. Leads operational and tactical client services relationships across all user groups, and engages with the BCIT community to ensure day-to-day needs are understood and addressed. Acts as strategic advisor and collaborates with the AVP, ITS management team and business partners on IT client services matters.
Duties & Responsibilities
KEY ACCOUNTABILITIES:

  • Participates as a member of the AVP’s management team, providing input to development of ITS vision, and broad over-arching strategies and sharing responsibility for achievements and success.
  • Develops strategies, plans, and policies, and drives out strategic initiatives that support achievement of ITS client services goals. Establishes the necessary standards, processes, tools and metrics to optimize client services.
  • Acts as strategic advisor and collaborates with the AVP, ITS management team and business stakeholders on IT client services matters. Delivers reports, presentations and business cases on client services challenges, initiatives and achievements.
  • Leads the client services portfolio, including asset fleet management, IT and enterprise service management (ServiceNow) and problem management; ensuring issues are proactively identified, analyzed and resolved, and action is taken to prevent recurring incidents.
  • Provides strategic direction to client services portfolio, ensuring alignment with Institute needs and expectations. Includes identification, specification, design, publishing, agreement, and monitoring of client services, service levels and performance indicators.
  • Ensures implementation and monitoring of client IT solutions and services is aligned with academic and business expectations and desired outcomes, and is accompanied by appropriate post-implementation support and staff training.
  • Develops understanding of Institute’s environment and establishes partnerships with senior leaders across academic and service units to understand their business needs and mandates and builds consensus to transform delivery of client services.
  • Facilitates communication across ITS and with business partners and user communities. Conducts regular user satisfaction/quality surveys for ITS. Directs the performance of the team to meet service standards and service level commitments. Develops escalation workflow for teams and clients.
  • Manages operating budget for projects, ensuring optimal usage of technical and functional resources.
  • Provides strategic oversight of system changes, including standard changes and emergency maintenance related to business processes, applications and infrastructure. Ensures fast, reliable change delivery while mitigating risk to stability of the changed environment.
  • Provides strategic direction to service desk and incident management, ensuring processes facilitate timely response to user requests and effective resolution.
  • Acts as strategic advocate for IT clients, ensuring user experience is optimized for accessing IT services and software. Oversees preparation of communications and guides to support user knowledge and understanding. Oversees software and application user testing process.
  • Ensures the necessary framework is in place to support business use of applications; includes capability of first level support to address most issues on first contact.
  • Provides tailored support to specific schools or business areas, including the development of support agreements, monitoring performance and conducting regular service reviews.
  • Collaborates with sector peers, BCNET, vendors, and technology providers. Oversees vendor selection process on installation, maintenance and improvement of Infrastructure and Cloud services. Monitors vendor performance, contract compliance and risk mitigation.
  • Collaborates with IT Cyber Security Office to ensure implementation of necessary monitoring capability and remediation of activities that would identify occurrence of a security event.
  • Manages directly and indirectly reporting staff, overseeing and participating in selection, coaching, mentoring, development, performance management and all other people-management practices.
Qualifications
QUALIFICATIONS & REQUIREMENTS:

  • Bachelor’s degree in computer science, information systems, business or other related field.
  • ITIL certification (preferably for service management, which implies ITIL Service Management Practitioner certification).
  • 10 years’ experience in IT and business/industry at progressive levels of responsibility, involving leadership, management of cross-functional teams, and influencing key partners.
  • An equivalent combination of education and experience may be considered.
  • Expert knowledge of the concepts, theories, practices and techniques of IT service delivery, including portfolio, release, change and problem management.
  • Broad knowledge of current and emerging technologies, technology directions and strategic application to business needs; includes familiarity with traditional IT practices and emerging methods such as DevOps.
  • Advanced business acumen and planning skills, with ability to establish processes and manage achievements against key metrics.
  • Experience in budget planning, financial management and resource management.
  • Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others.
  • Strong leadership skills and ability to manage a cross-functional team of reporting leaders and specialists; ability to communicate a vision that inspires and motivates staff.
Additional Information
Benefits – Why you’d love working with us

  • Competitive pay
  • Minimum of twenty-five days of vacation
  • Competitive employer-paid extended health and dental plan – take a look at our benefit plans!
  • Defined benefitpension plan with employer contributions
  • Flexible hybrid work arrangements available
  • Professional Development funds and resources
  • Access to most BCIT Flexible Learningcourses free of charge
  • Wellness and Employee Assistance programs
  • Complimentary membership with free access to the Fitness Centre, Gymnasium, and more


BCIT values diverse experiences, ideas, cultures and perspectives and is committed to fostering a diverse and inclusive workplace. As an equal opportunity employer, we encourage applications from members of all groups experiencing barriers to equity. If you require accessibility accommodations during any part of the application or hiring process, please contact RecruitmentAssistant@bcit.ca so we can best support you. Please note that all applications must be submitted via the careers page portal, email applications will not be accepted.

The British Columbia Institute of Technology acknowledges that our campuses are located on the unceded traditional territories of the Coast Salish Nations of xwməθkwəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səl̓ilwətaɁɬ (Tsleil-Waututh).
Position Details

Posting Category Management
Salary Range $149,823 - $215,370, with a control point of $187,278 per annum.
Additional Salary Information
The Compensation Range is the span between the minimum and the maximum base salary for a position. The control point of the range represents an employee that possesses full job knowledge, qualifications, and experience for the position. In the normal course, employees will be hired, transferred, or promoted between the minimum and the control point of the salary range for a job, taking internal equity into account. Salaries above the control point may be considered for extenuating circumstances and must be approved by an external governing body.
School/Service Area Information Technology Services
Campus Location Burnaby campus
Bargaining Unit Management
Job Status Regular
Full-Time/Part-Time Full-Time
Number of Vacancies 1
Anticipated Start Date 07/02/2024
Anticipated End Date
Competition Information

Competition Number 24M138
Competition Open Date 05/04/2024
Competition Close Date 06/01/2024
Open Until Filled?
Quicklink for Posting https://careers.bcit.ca/postings/8346

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * What is the highest level of education attained?
    • GED
    • High School Diploma
    • Certificate
    • Diploma
    • Associates Degree
    • Bachelors Degree
    • Masters Degree
    • PHD
  2. * How many years of experience do you have in this type of position?
    • 0-1
    • 1-2
    • 3-5
    • 6-9
    • 10+
  3. * All positions at BCIT require on campus presence at the applicable campus location(s). This means the successful candidate must be able to and willing to relocate to the Lower Mainland. Please select from the following that best describes your situation:
    • I currently reside in the Lower Mainland
    • I do not currently reside in the Lower Mainland, however I am willing and able to relocate if found to be the successful candidate
    • I do not currently reside in the Lower Mainland and I am unwilling to relocate
  4. * Given the posted salary range for this position, please indicate your salary expectation should you be the successful candidate for this position.

    (Open Ended Question)

Documents Needed to Apply

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents