Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Date Posted: 06/07/2024 Req ID: 37798 Faculty/Division: Faculty of Applied Science&Engineering Department: Faculty IT Office Campus: St. George (Downtown Toronto) Position Number: 00047282 Description: About us: The Faculty of Applied Science&Engineering is a world-renowned community of researchers and students dedicated to solving some of the world's most pressing challenges through collaborative and multidisciplinary research and experiential education. Through rigorous technical training, and unparalleled extracurricular and professional experience opportunities, we prepare the next generation of engineering leaders and change makers to unlock the future's boundless potential. 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. 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: 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. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Diversity Statement The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission. As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP . Accessibility Statement The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission. The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require any accommodations at any point during the application and hiring process, please contact uoft.careers@utoronto.ca . Job Segment: Change Management, Computer Science, Project Manager, Engineer, Consulting, Management, Technology, Engineering, Service #J-18808-Ljbffr