Client manager Jobs in North Vancouver, BC

Job Summary

The Engagement Services unit in the Office of the CIO engages the UBC community by bringing together functional and technical expertise to define and implement practical, strategic customer-oriented services. It acts as a liaison between UBC IT/OCIO and client groups, identifies opportunities, manages escalations, and plays a key role in maintaining brand integrity and best practices in service design and delivery.

The Client Services Manager, UBC health leads the delivery, implementation and operation of a campus-wide technology service and provides management of information technology services within UBC Health and the Faculty of Medicine. The role is responsible for ensuring coordinated, integrated, and high‑quality delivery of digital services aligned with enterprise governance, cybersecurity, privacy, and shared service. The Client Services Manager develops UBC and Faculty business and project plans, requirements, and budgets to ensure the successful implementation and operations of integrated, cost-effective IT services.

This role is responsible for providing broad overall management of UBC IT’s services within the UBC Health portfolio and acting as their single point of contact for IT services, delivered by UBC IT, and embedded IT within the units (e.g. Digital Solutions) including obtaining and supporting services, analyzing business needs to develop overall strategies to support client goals; and developing and reporting on performance measurements.

This position will support the UBC Health portfolio which entails a highly complex, mission‑critical academic, clinical, and research environment spanning the Faculty of Medicine, Pharmaceutical Sciences, Dentistry, Nursing, UBC Health and other units.

Organizational Status

The Client Services Manager interacts with senior staff and faculty across the University in such as Dean, Associate Dean, Director, as well as IT managers and staff in the various faculties and units. Within UBC Information Technology, the Client Services Manager works at a senior level, reporting to Associate Director, Engagement Services. Actively participates as a member of the UBC IT Services Group leadership team.

This position has interdependencies with: UBC IT Infrastructure group, UBC IT Client Services Group, UBC IT Project Office, UBC IT Strategy group, UBC IT Human Resources groups, UBC IT Finance groups, Unit IT Groups, senior members of departments and faculties, other IT groups on campus and selected vendors providing ongoing contracted services to UBC IT.

Work Performed

Specific Duties:

• Develops a solid understanding of individual Faculty and Administrative units environment and priorities; applies this knowledge to the development of technology solutions.
• Produces and reviews service level commitment performance reports, analyzes results; Identifies issues and takes appropriate actions to resolve.
• Responds to client escalations and follows up to ensure timely resolution. Analyzes issues and takes appropriate corrective action.
• Consults with senior members of the client organization to understand expectations and requirements.
• Coordinates the provisioning of enterprise services, ensuring customer-driven direction.

Core Duties:

• Leads the analysis of a campus-wide technology service or information technology services within a defined portfolio, translates client organizational needs and UBC s information technology strategy into service requirements and portfolio directions, and makes recommendations for optimizing resources and delivery of services.
• Leads the development of business and implementation plans, policies, standards, and budgets for projects and information technology solutions.
• Identifies implementation options, evaluates risks, benefits, complexity and flexibility of the various options, and discusses approach and recommendations with staff and stakeholders.
• Assembles project teams and other resources.
• Works collaboratively with vendors, key customers, and internal stakeholders to plan and deliver IT’ s portfolio of services to the UBC community.
• Monitors and evaluates the quality of services delivered by reviewing and analyzing performance information, metrics, and reports and ensures that contractual obligations and related goals are met.
• Advises other information technology professionals and senior leaders on the effective use of specific information technology services.
• Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
• Develops working relationships across the organization.
• Performs other related duties as required.

Consequence of Error/Judgement

Information Technology plays a key role in enabling the University to achieve its goal of becoming one of the world's leading universities. The Client Services Manager plays an important role in the implementation and operation of the IT services for a wide range of Client groups. These units include academic units with responsibility for teaching, learning and scholarship, and administrative units responsible for the efficient, cost-effective delivery of a wide range of services and processes that must meet the needs of students, faculty, and staff.

The Client Services Manager also plays a key role in ensuring that these Clients receive the IT services and support required to achieve their mandates and strategic objectives.

If UBC IT strategic plans do not support the strategic goals of the University, or the UBC IT services, facilities and support that client units receive are not fully aligned with their needs and goals, the University's information technology resources will not enable the University to achieve its strategic goals and vision. As the Client Services Manager will be providing advice and assistance to numerous client groups, the impact of decisions, and the consequences of error will be serious and far reaching, affecting the budgets of many groups, as well as the efficient delivery of the Clients mandates.

Supervision Received

Works under the administrative direction of the Associate Director, Engagement Services. Results are reviewed for achievement of overall and long-term objectives and broad strategic goals. The Client Services Manager has interdependencies with the members of the UBC IT Management team, Faculty leadership, and embedded IT teams. Must be able to work independently.

Supervision Given

May supervise or coordinate technical staff, either directly or through delegates.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of eight years of related experience including at least two years of managerial experience, or the equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Solid knowledge of IT operations and IT Service Management is preferred.
• Solid knowledge of project management disciplines and best practices.
• An understanding of key trends and players in the IT industry and higher-education sector.
• Experience in academic health or healthcare environments
• Experience with enterprise governance and shared services
• Experience managing matrixed teams
• Experience supporting digital transformation
• Experience managing complex service portfolios
• Ability to build relationships, consult with customers and potential customers.
• Effective leadership, consulting, facilitation, consensus building, conflict resolution, and negotiation and team-building skills.
• Ability to mentor and coach staff, and act as a resource.
• Ability to effectively facilitate groups to achieve appropriate outcome.

Collaboration - Consistently fosters collaboration and respect among team members by addressing elements of the group process that impedes, or could impede, the group from reaching its goal. Engages the right people within and beyond organizational boundaries, by matching individual capabilities and skills to the team s goals. Works with a wide range of teams and readily shares lessons learned and credit for team accomplishments.

Communication for Results - Converses with, writes reports for, and creates/delivers presentations to all levels of colleagues and peer groups in ways that support problem solving and planning. Seeks a consensus with business partners. Debates opinions, tests understanding, and clarifies judgments.

Brings conflict into the open empathetically. Explains the context of multiple interrelated situations, asks searching, probing questions, and solicits expert advice prior to taking action and making recommendations.

Problem Solving - Diagnoses problems using formal problem-solving tools and techniques from multiple angles and probes underlying issues to generate multiple potential solutions. Proactively anticipates and prevents problems. Devises, facilitates buy-in, makes recommendations, and guides implementation of corrective and/or preventive actions for complex issues that cross organizational boundaries and are unclear in nature. Identifies potential consequences and risk levels. Seeks support and buy-in for problem definition, methods of resolution, and accountability.

Accountability - Sets enhanced objectives for self and others. Monitors performance trends and identifies opportunities to improve standards. Provides regular feedback and suggests alternative approaches necessary to ensure that organizational objectives and superior standards are achieved. Delegates responsibility and reallocates resources as needed to ensure that priorities are met for initiatives within area of responsibility.

Developing Others - Identifies and plans development and mentoring activities for a functional area in alignment with the mission, vision, and values of the organization. Promotes and follows up on learning activities including assignments and cross-functional learning. Mentors others, providing personal insights. Acts as sounding board/advisor for problem solving.

Strategic Technology Planning - Supports research related to functional architectures and technology needs for a significant work area. Provides input to strategic technology planning. Identifies and analyzes unit's strengths and weaknesses and proposes options for investment in and ongoing maintenance of a function or work process.