Reporting to the Associate Vice-President, Shared Services, the Director, Service Delivery & Client Experience is responsible for maximizing client engagement and quality of experience by providing strong and thoughtful leadership to drive the strategic direction of process design including self-service initiatives through effective design and technology advances, to evolve the centralized, single point of contact for University staff to maximize first contact resolution for requests related to human resources, finance and information technology related questions and concerns, to support the university as a centralized area in times of emergency and/or contingency planning and to promote the advancement, best practices and consistency in use of the enterprise service management system in an ever-changing ecosystem.

• Provide leadership, motivation, coaching, professional development and support to foster an engaged work environment with a focus on service excellence.
• Works with the AVP & Shared Services (ShS) Leadership team and other University leaders to plan, strategize, and ensure key initiatives are developed and completed to deliver best-in-class services and quality client experience.
• Establish, lead, and/or participate in/present at informal and formal advisory groups, steering committees, and governance groups to engage, communicate/seek approval for process design and service delivery developments.
• Oversees the strategy for client service experience and maximizes self-service opportunities.
• Works with service teams to approach issues with a client service mindset.
• Analyses complex situations to find solutions.
• Gathers, interprets, synthesizes and evaluates information from a wide range of sources and perspectives.
• Reasons critically and thinks conceptually based on a thorough understanding of the context.
• Champions innovative and novel solutions to support client needs.
• Creates practical and pragmatic solutions that are reasonable to implement.
• Engages others, including functional experts, in collaborative problem-solving when necessary.
• Ensures recommendations from stakeholders are developed and implemented and that all issues raised by them are responded to appropriately.
• Collaborates with other university service leaders and other stakeholders on any concerns and problems that may arise.

Minimum Qualifications

Education:

• A bachelor’s degree in a related field with 5-10 years of experience in operational analysis, planning, service excellence and project management in a higher education environment is highly desirable. At least five (5) years of progressively responsible experience in people management.
• Or, a Professional Certification with 10 years experience in operational analysis, planning, service excellence and project management in a higher education environment is highly desirable. At least five (5) years of progressively responsible experience in people management.
• Knowledge of basic accounting and budgeting skills including managing a budget.
• Worked with large enterprise systems; PeopleSoft preferred and/or service delivery management (ticketing) systems.

Experience:

• Experience developing Service Management processes and Service Management tools.
• Proven leadership experience in managing high-performing teams, setting the direction of operations, and making budget decisions.
• Demonstrated understanding of surveying and the use of analytics to improve service delivery.

Skills & Abilities:

• Demonstrated ability in managing projects including strategic planning, coordination of resources, risk management, change management, negotiation, and reporting results.
• Ability to work effectively and collegially within a large, complex university system and to negotiate with a wide range of internal and external contacts.
• Ability to effectively work with senior administration, academic leaders, and the University community to provide leadership, exercise influence, and build consensus and partnerships in a large, complex, and collaborative enterprise.
• Ability to work with other leaders and to set a between security strategies and other priorities at the campus level.
• Exceptional skills in analyzing and solving complex problems as well as in providing documentation, guidance, and instruction to all levels.
• Strong coaching, organizational and analytical skills.
• Excellent communication/presentation, interpersonal, and written skills.

Preferred Qualifications

• Six Sigma and/or Change Management certification an asset.