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Director, Client Services

Date: December 1, 2016
Reports to (Job Title): Chief Information Officer
Jobs Reporting (Job Titles): Manager(s), Client Services
Department: Information Systems & Technology


Main Campus


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:




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




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




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


Position Requirements


University Degree or equivalent post-secondary education and/or experience required.




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.