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Director, Client Services

Date: December 1, 2016
Reports to (Job Title): Chief Information Officer
Jobs Reporting (Job Titles): Manager(s), Client Services
Department: Information Systems & Technology

Location:

Main Campus

Grade:

USG 16
35 hr/wk


Primary Purpose

The director is responsible for strategic planning, design, development, implementation, and support of the services that the Client Services (CS) group provides to the University-at-large and other groups within IST. The Director is responsible for the interactions between CS and others in IST, and shares overall responsibility for day-to-day management of IST with the other Directors and the Chief Information Officer (CIO). The Director collaborates in planning with the Faculties and the academic support units.

Key Accountabilities:

1. 

 

 

Establishes the direction and priorities of the Client Services group:

 

  • Serves as an integral member of IST’s Management Team and IST’s Director Team
  • Participates in the development of the long term vision and planning for the department
  • Develops the Client Services group’s annual plans and priorities
  • Oversees Service Level Agreements for all academic support departments, and Memorandum of Understanding documents for all faculties

2..

 

.

Within Client Services group, ensures the effective utilization, deployment and development of human and capital resources

 

  • Oversees hiring and development of the Client Services team.
  • Deploys staff to most productively meet goals and objectives
  • Coaches, trains and develops employees to enable their professional  development 
  • Approves annual performance plans and conducts regular reviews with direct reports

 

3.

.

Oversees the provision of client service to campus partners:

  • hardware, software packages, tools and techniques required to provide a coherent electronic working environment for all members of the UW community
  • the consulting, training, communications, support and services required to support this environment
  • Waterloo Content Management System (WCMS) support, development and migration.
  • Student Portal support and development
  • Telecom Services
  • Media Loans
  • Site-licensed Software

 

Specifically, major areas of responsibility include:

  • Examination of the evolution of hardware and software technologies to assess, select, and make available solutions that support the needs of information workers
  • Manage the orderly replacement of desktop hardware (desktop rollover)  in the academic support areas, including the acquisition process
  • Investigation and identification of software packages for use in the academic support areas with a focus on maintaining a productive, secure workplace.
  • Operation of the IST Service Desks as the primary point-of-contact for IST services
  • Provision of service desk  advisors to provide drop-in services in the IST Service Desks and provision of on-site consulting services in Faculties and academic support units
  • Provision of consultants specializing in particular disciplines to provide clients with advanced-level support
  • Development and delivery of high quality skill development training programs offered to UW staff, the academic community, IT professionals, and the campus community in general
  • Management of IST communications with the University community
  • Ongoing evolution of UW Web space through web maintenance, training, support, technology tracking and assessment for the University community
  • Management of the IST Request system for the recording, assignment, tracking, resolution and follow-up for all client-initiated problem reports

In addition to the major responsibilities listed above, additional CS responsibilities include (but are not limited to) the following:

  • Imaging of computer workstations
  • Management of IST’s SharePoint services solutions for staff on campus
  • Userid administration on IST- provided Unix and Windows servers
  • WatIAM administration
  • Support for specialty services such as Mark Exam Scoring
  • Waterloo Photos service owner
  • WatSAFE service owner
  • Coordinate IT professional development seminars

 

Position Requirements

Education:

University Degree or equivalent post-secondary education and/or experience required.

 

Experience:


Technical:

MS Word Excel PowerPoint Other
Basic Basic Intermediate Basic, Intermediate, Advanced (as required)

Nature and Scope

Interpersonal Skills:

Proficient presentation, facilitation, negotiation, communication.     

Level of Responsibility:

Responsible and accountable for the overall results of the Client Services group within IST

Decision-Making Authority:

In consultation with the Chief Information Officer, responsible and accountable for establishing and actioning priorities for the Client Services group.

Physical and Sensory Demands:

Minimal demands typical of a senior executive position in an office environment

Working Environment:

Stress and pressures typical of a senior executive position.