IT Service Delivery Manager

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Information Systems and Technology Level E

Job Title

IT Service Delivery Manager

Department

Learning IT and Analytics IT Services UBC Sauder School of Business

Compensation Range

$10155.00 - $15842.17 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge qualifications and experience for the the normal course employees will be hired transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

July 30 2026

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Ongoing

At UBC we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research innovation and learning for all faculty staff and students. Our commitment to employment equity helps achieve inclusion and fairness brings rich diversity to UBC as a workplace and creates the necessary conditions for a rewarding career.

Job Summary

UBC Sauder School of Business is one of the worlds leading business faculties. The school consistently ranks among the top 100 in the world and is recognized internationally for excellence in research and learning an outstanding faculty and unmatched global partnerships. A collaborative and respectful culture within which all members of our community can thrive is a key principle in our strategic plan and one that underpins our educational mission.

We acknowledge that UBC Sauder at the Vancouver Point Grey campus is situated on the traditional ancestral and unceded territory of the Musqueam. We acknowledge that UBC Sauder at UBC Robson Square is situated on the traditional territory of the Musqueam Squamish and Tsleil-Waututh.

The Sauder IT & Analytics team partners with faculty staff students and other institutional stakeholders to deliver and sustain relevant reliable and innovative information technology solutions. Operating within a dynamic and fast-paced environment we are committed to driving evidence-based decision-making insupport of academic and operational excellence.

The IT Service Delivery Manager leads the sustainment operations of information technology solutions for the UBC Sauder School of Business.

The IT Service Delivery Manager is responsible for technical staff managementoperations plans team coordination and theenhancement and maintenance of technology solutions for UBC Sauder. The role will also be responsible for facilitating working relationshipswith technical colleagues from the Office of the CIO UBC Information Technology and external vendors.

Organizational Status

Reportsto the Assistant Dean Information Technology& Analytics UBC Sauder School of Business.

The IT Service Delivery Manager regularly meets and communicates with multiple stakeholder groups inside of UBC Sauder and UBC Information Technology. The position also interacts with people from other faculties departments IT groups and external vendors that provide ongoing contracted services to UBC Sauder.

Work Performed

• Develops a deep understanding of the UBC Sauder School of Business operating environment and strategic priorities and applies this knowledge to the sustainment and enhancement of information technology solutions.
• Works collaboratively with vendors UBC IT and internal Sauder stakeholders to plan and deliver IT services to the UBC Sauder community.
• Provides hands-on technical direction and support for information technology solutions (SaaS PaaS On-prem stacks).
• Implements solution enhancements using a rapid iterative approach.
• Develops and leads IT operational plans processes and practices.
• Leads and mentors IT technical and managerial staff.
• Develops respectful working relationships with business and technical stakeholders located within UBC Sauderand UBC IT.
• Receives escalations and ensures resolution of client concerns.
• With support from UBCs Chief Information Security Office leads information system security mitigation and compliance initiatives.
• Monitors and evaluates the quality of services delivered by reviewing and analyzing performance metrics and reports and ensures that contractual obligations and related goals are met.
• Works alongside business analysts project managers solution architects and IT governanceprocesses to plan for the delivery of new information technology solutions including novel and emerging technologies.
• Identifies implementation options evaluates risks benefits complexity and flexibility of the various options and discusses approaches and recommendations with stakeholders.
• 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.
• Performs other related duties as required.

Consequence of Error/Judgement

Information Technology plays a key role in enabling UBC Sauder to achieve its strategic goals. Decisions made by the IT Service Delivery Manager have significant impacts on business unit budgets IT service delivery and achievement of required goals. As the IT Service Delivery Manager will be providing advice and assistance to numerous client groups the impact of decisions and the consequences of error will be impactful and far-reaching.

Supervision Received

Workswithin a team demonstrating proactive initiativeunder the direction of the Assistant Dean Information Technology& Analytics.

Supervision Given

Leads technical and managerial employees in sustaining and enhancing administrative and educational technology solutions.

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 ones own

- Demonstrates a commitment to enhancing ones own awareness knowledge and skills related to equity diversity and inclusion

Preferred Qualifications

• Undergraduate or graduate degree in Computer Science and/or Business Operations.
• Strong technical communication and relationship-building skills are a large part of this role.
• Proven ability to build relationships consult with vendors customers and potential customers.
• Strong leadership communication consulting and mentoring skills.
• Solid knowledge of IT operations and IT Service Management.
• An understanding of key trends in the IT and higher education sectors.
• Experience in problem-solving change management and budgeting.
• Effective leadership consulting facilitation consensus building conflict resolution and negotiation and team-building skills.
• Experience with Salesforce Oracle Workday Microsoft Fabric/Power BI Learning Management Systems and ML/AI.
  

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 10155 - 15842