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 position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

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

Job End Date

Job Summary

UBC Sauder School of Business is one of the world’s 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 in support 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 management, operations plans, team coordination, and the enhancement and maintenance of technology solutions for UBC Sauder. The role will also be responsible for facilitating working relationships with technical colleagues from the Office of the CIO, UBC Information Technology, and external vendors.

Organizational Status

Reports to 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 Sauder and UBC IT. 

• Receives escalations and ensures resolution of client concerns. 

• With support from UBC’s 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 governance processes 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

Works within a team, demonstrating proactive initiative under 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 one’s own 

- Demonstrates a commitment to enhancing one’s 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.