Description

The Information Technologies is currently seeking a Full-time Limited Term IT Customer Success Manager for approximately 24 months.

This position reports to the Director, Customer Technology, and is responsible for managing a team of computer support technicians and serves as the first point of contact for faculties and IT business relationship matters. embedded within specific areas of the University. While the role does not require shift work, it is expected that the incumbent will engage in evening, early-morning or weekend activities as required from time to time to address project and service demands.

Summary of Key Responsibilities (job functions include but are not limited to):

Leadership

• Demonstrate a strong focus on customer service and on meeting the needs of customers in line with their expectations for services.
• Coordinate across University partners, IT service owners, technical teams, process managers and project teams to clarify ownership, resolve service dependencies, manage competing priorities and achieve coordinated outcomes.
• Demonstrate an ability to lead and mentor staff ensuring their continuing growth and development.
• Demonstrate an ability to work within a process and with the metrics produced by that process to ensure ongoing service delivery and improvement.
• Demonstrate an ability to work closely with other delivery units both internal and external to IT to ensure that we are collectively able to meet the expectations of our customers.
• Demonstrate ability to effectively take ownership of high level and complex programs, services, and assets.
• Ensure that budgets for programs, services, and assets are effectively and prudently managed.
• Ensure that a learning environment exists within the unit that can adapt to change.
• Ensure that incidents that are outside of the expected service levels of the customers are effectively escalated and managed to ensure that customers and management are informed of status and comfortable that appropriate steps to resolution are being taken.
• Demonstrate the ability to actively participate in an Incident Review after the fact to ensure that learnings for future service improvements are extracted.
• Stay current on technology trends and directions.

Maintenance

• Takes action to ensure that:
  • All incidents are logged in the tracking systems and are dealt with in accordance with service level expectations.
  • Timely reports on performance are produced and provided to Management and Directors
  • All incidents received by the team are taken to resolution.
  • Adequate details are recorded on each incident in the tracking system.
  • Service procedures are documented for staff and users.
  • The deskside team is adequately staffed
  • Demonstrates leadership in researching and recommending improvements to the computer support tool set.

Communications/Relationships

• Lead the qualification and shaping of technology demand from University partners by clarifying business outcomes, identifying requirements and dependencies, assessing organizational readiness, and connecting requests to the appropriate service, governance, procurement or project pathway.
• Translate complex technical concepts into customer-focused language when engaging with University partners.
• Act as conduit for IT imitative/project intake from University partners
• Actively markets and promotes the services of Information Technologies.
• Works continuously towards the Information Technology team vision to develop and promote a campus wide integrated service delivery.
• Works closely with other teams to ensure best in class customer service that meets the needs of University of Calgary customers.
• Demonstrates strong leadership in showing friendly, complete customer service and support always in all situations
• Expresses a high level of understanding of the requirements of administrative staff, academic staff, researchers, and students.
• Establishes rapport with clients and counterparts internal and external to Information Technologies and the University.
• The Manager develops ongoing processes to ensure improvements to the practices and procedures.
• Work closely with support groups and the process managers (Incident, Problem and Change) to ensure that the team processes and activities integrate with their responsibilities.

Qualifications / Requirements:

• Bachelor Degree required preferably in Computer Science, Information Systems, or an equivalent combination of education, skills, and experience. Have 5-7 years of IT work experience including managing team(s) responsible for customer service and/or business relationship management. Completion of sponsored leadership training, equivalent training and experience to ensure influencing and facilitation skills.
• Assets:
  • Knowledge and experience in the ITIL Service Support methodology
  • Working knowledge and skills of incident management, change management, incident control and communication are required.
  • A broad understanding of information systems enabling technologies.
  • Knowledge and conceptual troubleshooting skills in a variety of hardware, software, and systems integration.
  • Experience managing lifecycle and procurement processes related to hardware, software and services.
  • Knowledge of university core business systems, knowledge of the applications used in teaching and learning and an excellent understanding of the culture, structure, and operation of a university environment
• Demonstrate sensitivity to the needs and requirements of students, faculty, and staff particularly during high stress periods.
• Experience applying project management procedures and implementation strategies.
• Excellent written and verbal communication skills are required
• Must be able to work independently and as part of a team
• This position must have the ability and desire to continuously develop skills to meet the requirements of the job.
• Experience with business relationship development and management
• The ability to handle multiple tasks simultaneously is essential.
• Business analysis skills in the IT domain an asset

Application Deadline: September 28, 2026

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

This position is classified in the Management Career Band, Level M2 of the Management and Professional Staff Career Framework.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website .