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:

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

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

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

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.

Director, Client Services