Director, IT (Customer Engagement), Information Technologies University of Calgary Canada

Director, IT (Customer Engagement), Information Technologies


Job ID: 17228

Updated: Yesterday

Location: Main Campus


Position Overview

Information Technologies is currently seeking a Full-time Regular Director, IT (Customer Engagement) .


This is a senior position reporting to the Chief Information Officer (CIO). The candidate will provide leadership and management in all aspects of customer engagement and care as well as preserving the quality standards and procedures within the Information Technologies (IT) organization. The Director, IT Customer Engagement needs to be adaptable in order to meet demanding requirements and expectations of our clients and colleagues while mandating a balance approach to ensure compliance.


The role requires an understanding of business processes and a proactive approach to stakeholder engagement. The role requires a strategic planner with the ability to see the benefits and impacts across the university with necessary communication skills to explain and direct solutions in business language. This role requires an intuitive understanding of the enterprise's competitive environment, technology innovation, and faculty and business stakeholder’s current and future requirements. The Director is responsible for the departments within IT that have daily interaction with our clients and stakeholders. This position also includes the management of first client contact, Client relationship management and the project management and delivery function for all IT related initiatives. However , the ownership and delivery of the IT services or products delivered will be the responsibility of other teams within IT. Therefore, it is essential that the candidate have the negotiation and collaboration skills to influence change and continuous improvement by monitoring, evaluating internal procedures, comparing best practices and recommending and providing value for change.


While the role does not require shiftwork, it is expected that the candidate will engage in evening, early-morning or weekend activities as required from time to time in order to address project and service demands.


The incumbent will have the primary responsibility to establish and foster cooperation between the Institution and IT. They will need to align the strategies and goals of the University with specific institutional requirements and IT strategies and standards while ensuring a high quality customer experience.


The Director, IT Customer Engagement will have oversight and responsibility for the management and delivery of the following functions within IT:

  • Service Desk, Operational Business Analysts, Client Partners and the Project Management Office

  • Project Management and Project Support: The project management and support responsibilities include maintaining the methodology and standards on which all IT projects will be conducted. This function will provide guidance, documentation, metrics and reporting on which the practice of project management will be conducted. The objective is to provide consistency and standards to increase the level of project success across all IT projects

  • Value Assurance: The Project Management Office will be responsible for ensuring the cost estimation for IT related initiatives and project development is accurate, tracked and reported in a consistent timely manner

  • Release Management: This function will provide guidance, documentation, metrics and reporting on which the practice of project release will be conducted

  • Organizational Change Management: this team will be responsible for defining the methodology and standards for organizational change management of IT projects and initiatives. Projects and initiatives released from IT must have a standard and consistent approach to communications, change impact and training in order to increase implementation success

  • Benefit Realization or Value Engineering: Assist in developing sound business cases built upon relevant information and metrics that clearly and quantifiably justify the project or initiative that support the overall strategic goals of the University. The Project Management team would also be accountable to the Project Sponsor to evaluate the benefits of the project or initiative

  • Contract Staffing: The Customer Engagement team is responsible for assisting the IT department as a whole in the selection and on-boarding of contract staff required for initiative delivery

  • Participate in the IT annual budgeting and planning process for the assigned business units, and track IT spend within area of responsibility

  • Develop and manage the relationship between IT and internal and external partners (business units, service providers)


Position Description

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


Strategic Planning

  • Develop and establish quality assurance measures and standards for new applications, products, and/or enhancements to existing applications throughout their development/product lifecycles

  • Prepare and deliver reports, recommendations, or alternatives that address existing and potential areas for improvement in IT systems and projects

  • Overall leadership of projects involving members of the Applications Development, Systems Support and Database Development teams, as well as key stakeholders within other departments of the University

  • Provide overall prioritization of work assignments and management of quality team resources and their activities, including managing staff, scope of work, objectives, and quality of deliverables

  • Provide thought leadership in customer care, governance and quality assurance


Relationship Management

  • Through significant interaction and collaboration with internal and external partners and participants, influence the direction of strategies and initiatives related to IT quality

  • Serve as a role model in the development of an Information Technologies organizational culture and promotion of the vision for IT and a contributing member of the university



  • Provide leadership to the team, which includes overseeing and leading staff workload allocation, tracking and justification

  • Develop succession plans to ensure assigned IT quality governance employees are engaged and encouraged to grow into positions of greater opportunity and accountability

  • Develop and present an annual IT budget

  • Maintain advanced knowledge and awareness of general and higher education trends, and regulatory requirements

  • Consistently apply superior decision making techniques pertaining to inquiries, approvals and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development

  • Assume responsibility for special projects; gather data and prepares reports for the IT Leadership and other members of the university's leadership team

  • Partner with university leadership to deliver technical/business solutions and establish project priorities

  • Set priorities for the team to ensure task completion; coordinates work activities

  • Participate in developing, distributing, and coordinating in-depth benefit realization reviews

  • Recruit, select and develop support and professional staff

  • Develop and monitor goals for staff and provide ongoing feedback and coaching

  • Manage spending in accordance with the budget


Qualifications / Requirements:

  • A Master's degree, preferably in computer science, management information systems or 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 12 - 15 years of related experience, including systems/applications development and support, business systems analysis, and systems project leadership/management is necessary

  • Knowledge of IT governance and operations including PMBoK, IS CSOx, COBiT and ITIL would be an asset

  • Experience identifying and developing end-to-end solutions to address changing requirements

  • A record of leadership and vision must be combined with awareness of current and emerging developments in information technologies and applications

  • Strong organizational, interpersonal, and written communication skills and the ability to communicate effectively with faculty, administrators and staff is essential

  • Business acumen and an understanding of university's operations is also needed

  • Demonstrated experience in successfully leading and negotiating people both directly and indirectly across an organization will be expected

Application Deadline: January 21, 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 4 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 .

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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