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Associate Director, Customer Experience, Customer Engagement and Experience, Information Technologies

Job ID: 18374

Updated: May 17, 2019

Location: Main Campus

Position Overview

Customer Engagement and Experience Team within I information Technologies is currently seeking a Full-time Regular Associate Director, Customer Experience .

This position reports to the Director, Customer Engagement and Experience, and will reside on the Information Technology (IT) Leadership Team. The Associate Director, Customer Experience is responsible for leading the Support Centre teams in providing and promoting the Customer Experience across campus. The Associate Director manages three front line professional managers responsible for over 50 employees that manage the day to day activities of the IT Support Centre (Service Desk) as well as ITs service management team and practice. The Associate Director is required to have expertise in IT service organizations, call centre applications, and enterprise service management. The incumbent will create and direct the vision and provide direction for customer service across the IT portfolio. The incumbent will manage a high volume and variety of work, with significant impacts on improving IT 's value and reputation from a customer. This role requires a proactive approach in a complex environment with a strong understanding and compassion for end-user demands.

Position Description

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

  • Overseeing the IT service desk support offered to the students, faculty and staff within the University for over 200 software applications and services as well as multiple client computing hardware technologies
  • Providing overall prioritization of work assignments and management of support centre,access provisioning and service management/delivery resources and their activities, including managing staff, scope of work, objectives, and quality of deliverables
  • Reviewing and leading the service centre systems and business processes and developing strategies for improvement
  • Developing and monitoring measures and key performance indicators (KPIs) that enable IT to measure service performance, customer satisfaction, delivered value to the business
  • Performing cost/benefit/risk analysis to understand, prioritize and decision potential efforts
  • Management service transition to ensure IT´s readiness to support customers as projects and initiatives transition to service and support
  • Planning and identifying short and long-term customer experience initiatives and projects
  • Training, coaching and mentoring staff and managers (including career development)
  • Overseeing staff activities; building/obtaining training programs for staff
  • Working closely with, and fostering co-operation between IT and Faculties/Units, and other support service providers across campus, and understanding of relevant policies and services with other IT personnel and the process and service owners
  • Resolving key concerns and ad-hoc issues associated with the Service Centre and the University in general, making recommendations to resolve these issues through the development of procedures, practices, and associated reporting tools while balancing conflicting needs of many stakeholders
  • Sustainment and support of service management technology platforms which include PureCloud contact centre and ServiceNow enterprise service management system

Strategic Planning

  • Developing and maintaining roadmaps for customer service and experience on campus, including supporting technologies and opportunities to consolidate similar functions across campus
  • Establishing and enforcing service centre service levels objectives in consultation with end users/business owners and service owners
  • Analyzing performance of service centre activities and documented resolutions, identifying problem areas, and devising and delivering solutions to enhance quality of service and to prevent future problems
  • Planning and conducting performance appraisals of staff members
  • Strong customer focus and management of customer expectations - ability to establish and maintain a high level of user trust and confidence

Leadership and Management Responsibilities

  • Recruiting and selecting support and professional staff
  • Coaching managers on the selection of frontline employees
  • Developing succession plans and mentorship strategies to ensure assigned IT employees are engaged and encouraged to grow into positions of greater opportunity and accountability
  • Participating and contributing to the overall development and improvement of the IT leadership team
  • Developing and presenting an annual budget for the operations of the Customer Service function including liaison with other funding units for jointly shared staff, such as Libraries and Cultural Resources
  • Overseeing communication and ensuring that it occurs regularly between the customers and IT leadership to resolve issues, priorities and expectations
  • Serving as a role model in the development of an Information Technology organizational culture and promotion of the vision for IT and a contributing member of the university

Qualifications / Requirements:

  • A master's degree, preferably in business administration is recommended. An equivalent combination of education and experience from which comparable knowledge and abilities can be acquired will be considered
  • Minimum of 10 years leading, managing, and developing teams within medium to large high-demand IT service organization(s)
  • Minimum of 10 years of related experience and expertise in IT service management (ITSM) and service desk
  • A strong record of leadership and vision must be combined with awareness of current and emerging developments in leading edge technologies
  • Experience managing IT projects and business process improvement initiatives is essential
  • Must have an expert knowledge relating to industry best practices for enterprise service management, contact centre management, and integration of multiple technologies and business processes
  • Experience managing the delivery of ITSM enterprise service platforms such as ServiceNow and Gensys PureCloud
  • Must have a strong knowledge base relating to the academy, research and major applications and technologies to support faculty, students and staff
  • Experience identifying and developing end-to-end solutions to address changing business requirements is essential
  • Strong organizational, interpersonal, and written communication skills and the ability to communicate effectively with faculty, administrators and staff are necessary
  • Business acumen and an understanding of university operations is also expected
  • Demonstrated experience in successfully leading teams through significant organizational change
  • Demonstrated experience in successfully leading and negotiating with people both directly and indirectly across an organization will be expected
  • Ability to simplify complex IT information and design clear, value focused messages to a variety of audiences under tight timeframes

Application Deadline: May 25, 2019

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.

 

Additional Information

This position is classified in the Management Career Band, Level 3 of the Management and Professional Staff Career Framework.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website .

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit ucalgary.ca .

The University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their professional success while they are here. We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.

 

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