Date: |
December 1, 2016 |
Reports to (Job Title): |
Chief Information Officer |
Jobs Reporting (Job Titles): |
Manager(s), Client Services |
Department: |
Information Systems & Technology |
Location: |
Main Campus |
Grade: |
USG 16
35 hr/wk
|
Primary Purpose
The director is responsible for strategic planning, design, development, implementation, and support of the services that the Client Services (CS) group provides to the University-at-large and other groups within IST. The Director is responsible for the interactions between CS and others in IST, and shares overall responsibility for day-to-day management of IST with the other Directors and the Chief Information Officer (CIO). The Director collaborates in planning with the Faculties and the academic support units.
Key Accountabilities:
1.
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Establishes the direction and priorities of the Client Services group:
- Serves as an integral member of IST’s Management Team and IST’s Director Team
- Participates in the development of the long term vision and planning for the department
- Develops the Client Services group’s annual plans and priorities
- Oversees Service Level Agreements for all academic support departments, and Memorandum of Understanding documents for all faculties
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2..
. |
Within Client Services group, ensures the effective utilization, deployment and development of human and capital resources
- Oversees hiring and development of the Client Services team.
- Deploys staff to most productively meet goals and objectives
- Coaches, trains and develops employees to enable their professional development
- Approves annual performance plans and conducts regular reviews with direct reports
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3. . |
Oversees the provision of client service to campus partners:
- hardware, software packages, tools and techniques required to provide a coherent electronic working environment for all members of the UW community
- the consulting, training, communications, support and services required to support this environment
- Waterloo Content Management System (WCMS) support, development and migration.
- Student Portal support and development
- Telecom Services
- Media Loans
- Site-licensed Software
Specifically, major areas of responsibility include:
- Examination of the evolution of hardware and software technologies to assess, select, and make available solutions that support the needs of information workers
- Manage the orderly replacement of desktop hardware (desktop rollover) in the academic support areas, including the acquisition process
- Investigation and identification of software packages for use in the academic support areas with a focus on maintaining a productive, secure workplace.
- Operation of the IST Service Desks as the primary point-of-contact for IST services
- Provision of service desk advisors to provide drop-in services in the IST Service Desks and provision of on-site consulting services in Faculties and academic support units
- Provision of consultants specializing in particular disciplines to provide clients with advanced-level support
- Development and delivery of high quality skill development training programs offered to UW staff, the academic community, IT professionals, and the campus community in general
- Management of IST communications with the University community
- Ongoing evolution of UW Web space through web maintenance, training, support, technology tracking and assessment for the University community
- Management of the IST Request system for the recording, assignment, tracking, resolution and follow-up for all client-initiated problem reports
In addition to the major responsibilities listed above, additional CS responsibilities include (but are not limited to) the following:
- Imaging of computer workstations
- Management of IST’s SharePoint services solutions for staff on campus
- Userid administration on IST- provided Unix and Windows servers
- WatIAM administration
- Support for specialty services such as Mark Exam Scoring
- Waterloo Photos service owner
- WatSAFE service owner
- Coordinate IT professional development seminars
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Position Requirements
Education:
University Degree or equivalent post-secondary education and/or experience required.
Experience:
- University Degree or equivalent post-secondary education and experience
- 6+ years of progressive experience with a proven track record of achievement and success within Information Technology
- Several years of progressive experience in a people management and leadership role, including a track record of performance management with direct reports, preferably in a Higher Education environment
- Ability to foresee services that meet needs and solve business issues of the University
- Strong leadership and project management skills essential
- Excellent oral and written communication skills
- Ability to effectively present strategies and plans to senior management
- Ability to communicate technical concepts to technical and non-technical audiences
- Demonstrated ability to influence, negotiate, and develop relationships at multiple levels and across a wide range of personalities and functions
- Strong organizational and problem solving skills combined with analytical and planning abilities
- Strong business acumen
- Flexible adaptable management style
- Ability to conceptualize and address current and future challenges in a logical manner
- Proficient presentation, facilitation, negotiation, results oriented skills
- Demonstrated reasoning and decision-making ability at a senior management level
- Knowledge of Microsoft SharePoint and Microsoft Office products, including Word, Excel, and PowerPoint
Technical:
MS Word |
Excel |
PowerPoint |
Other |
Basic |
Basic |
Intermediate |
Basic, Intermediate, Advanced (as required) |
Nature and Scope
Interpersonal Skills:
Proficient presentation, facilitation, negotiation, communication.
Level of Responsibility:
Responsible and accountable for the overall results of the Client Services group within IST
Decision-Making Authority:
In consultation with the Chief Information Officer, responsible and accountable for establishing and actioning priorities for the Client Services group.
Physical and Sensory Demands:
Minimal demands typical of a senior executive position in an office environment
Working Environment:
Stress and pressures typical of a senior executive position.