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Director of IT Systems and Support Services

Posting Details

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STEM Sector


Job Description

Who We Are
Ivey Business School acknowledges and respects the traditional lands of the Anishinaabek, Haudenosaunee, Lūnaapéewak, and Attawandaron peoples, where Western University and Ivey Business School are located. This land continues to be home to diverse Indigenous peoples, whom we recognize as contemporary stewards of the land and vital contributors of the community.

Ivey Business School (www.ivey.ca) at Western University (www.uwo.ca) is Canada’s leading provider of real-world, case-based business education. Drawing on extensive research and business experience, Ivey’s faculty provides the best classroom experience, equipping students with the knowledge, skills, and capabilities they need to confidently take on today’s leadership challenges and opportunities through Case-Method Learning. Ivey offers undergraduate and graduate degree programs, as well as Executive Education at campuses in London, Toronto, and Hong Kong.

Who You Are:
First and foremost, you are a leader who is passionate about customer service and you understand that great customer service is achieved through clear vision, goal setting, and having a cohesive team. You support the growth of individuals, while also supporting team performance through mentorship and the fostering of positive relationships across multiple departments and 3rd parties (particularly Western IT Services).

You are skilled in resolving technical issues and are experienced in operating an efficient Helpdesk. You are at ease with setting and supporting IT related project priorities for inclusion to the IT Roadmap. These aspects are critical to maintaining secure and optimal operations of the school’s network platform, business applications and IT Services delivery, and are imperative in planning for the continuous improvement of IT systems and services.

You have a high sensitivity to business needs, customer service, and systems availability. You will create opportunities for innovative service delivery to all stakeholders including Faculty, staff, and students.

You will successfully perform additional administrative responsibilities including budgeting, performance management, statistical reporting, analysis, and compliance.

You are passionate about technology in higher education, and thrive in a fast-paced, dynamic, team-oriented environment.

Ivey Business School is the right place for you if you are excited about the opportunity to work for Canada’s most prestigious business school, working alongside the brightest staff, students and globally recognized Faculty.

What You’ll Do:

Supervise and coach direct reports
• Lead efforts for continuous improvement and excellence of IT Service terms of standards, processes and practices and will coach team members to do the same.
• Lead the implementation of the School’s IT services in order to deliver services which are “superior” to competing business schools throughout Canada, and are either “superior” or “competitive” with those in the US and Europe.
• Lead the team in achieving and/or exceeding stated IT and Ivey goals.
• Foster a culture aligned to Ivey Business Schools purpose, values and strategy and models Ivey’s values and behaviors in all that you do.
• Ensure alignment between values and behaviour that fosters diversity and inclusion.
• Measure self and team performance as a means of assessing improvement. Reflect on past performance.
• Facilitate issue resolution both with internal teams and external parties.
• Lead the team to develop new ways of assessing and improving quality and performance.
• Report directly to Executive Director of IT on issues affecting the availability of IT services in a timely manner.

Create and monitor standards and metrics for IT Service Optimization
• Contribute to the development of IT Strategy for Ivey’s computing services including research on emerging systems and hardware that may contribute to efficient operations.
• Recommend and implement solutions based on analysis of issues and implications for the business.
• Ensure security of systems and operations is aligned with best practice
• Develop and improve metrics to measure IT services performance.
• Identify emerging issues, trends and technologies to inform decision-making.
• Drive and/or promote new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.
• Proactively monitor system performance and identify operational improvements, in ensuring smooth and consistent customer and business partner delivery.
• Supports deployment activities, managing implementation issues to resolution.
• Provide initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
• Monitor technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment.
• Stay well-informed of industry technical and business trends through participation in professional associations, practice communities & individual learning.

Maintain core IT infrastructure as per agreed life-cycle and implement other Key initiatives defined by Executive Director
• Create and maintain multi-year capital plan to support effective life-cycle modeling, supporting IT operations in conjunction with Executive Director.
• Create and maintain annual IT Operational budget.
• Oversee PC and applications development spending for faculty members and their administrative assistants.
• Oversee overall software licenses for Ivey-standard products.
• Indirectly counsel departments who have internal IT spending in their budgets for PC purchases or applications development, and set standards for each of their IT expenses, where necessary.

Establish and maintain internal and 3rd party relationships
• Establish relationships with internal business users, faculty and program leads to ensure technology needs are being met.
• Build and maintain relationships with Western IT Services, LARG*net and other external network operators as required.
• Leverage the skills, products, and services of Western IT Services and other external operators as needed in order to achieve Ivey business goals.
• Engage 3rd party vendors and stay informed of their product roadmaps and patch releases in order to plan IT and Ivey deployments.

Implement IT Strategies as defined by the Executive Director of IT
• Contribute to the development of IT Strategy for Ivey’s computing services including research on emerging systems and hardware that may contribute to efficient operations.
• Recommends and implements solutions based on analysis of issues, feedback from users and implications for the business.
• Propose budget for innovation and improvement to support enhanced user experience.

What You Have:

Education & Experience
• 10+ years of work experience in IT or in a knowledge-based organization, including 3 – 5 years leadership experience
• College diploma, BS/BA or MBA/MS in computer science or information systems.
• Previous experience in leading an IT Helpdesk environment.
• Proven track record in mentoring and coaching staff, setting high standards through example.
• Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
• Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
• Experience managing IT projects and initiatives in a diverse business environment.
• Experience interacting with IT vendors and technology partners.
• Experience in identifying opportunities for improvement, creating project priorities and roadmaps in conjunction with the Executive Director organization wide.
• Experience with both Microsoft and Linux operating environments.

Skills & Abilities
• Ability to build relationships, to determine the needs and to work effectively with of a diverse marketplace i.e. students, faculty, staff, alumni through effective communication and consultation; develop effective working relationships with other IT Western University departments including ITS, Procurement and Legal Services.
• Skills in measuring IT performance, satisfaction and costs by establishing appropriate “metrics” and corresponding measurement tools.
• Excellent oral and written communications skills to interact with all community members and stakeholders. This includes senior management, faculty, staff and students.
• Ability to present and articulate plans. and strategies to groups.

London, ON

Position Type
This is a full-time (35-hours/week) 3-year renewable contract with full benefits.

Ivey Business School offers a comprehensive group benefits package that includes health, dental, life insurance, paid sick time and an employee assistance program. Ivey employees also have access to a Group RSP program with a generous employer contribution.

Hiring Range
Based on the salary band for this role, candidates can expect to be offered a starting salary in the range of $77,700 – $103,600. When determining salary, Ivey Business School considers the market, candidate experience, as well as internal equity. Once in the role, successful candidates will have the opportunity to progress through the range and beyond the hiring range of the band, through annual increases. The maximum salary for this band is approximately 20% higher than the top end of the hiring range.

If you are excited about the opportunity to work for Canada’s most prestigious business school, working alongside the brightest staff, students, and globally recognized faculty, tell us why by submitting your resume and cover letter via the Ivey Careers page today.

Application will close Sunday April 3, 2022 at 11:59PM.

Effective September 7, 2021, all employees and visitors to campus are required to comply with Western’s COVID-19 Vaccination Policy.

Equity, Diversity, and Inclusion at Ivey
Ivey Business School is committed to Equity, Diversity, and Inclusion. Please explore Ivey’s EDI homepage for more information on Ivey’s commitment to EDI, to read about Ivey’s progress in the EDI Update, and to meet Ivey’s EDI Advisory Council members.
Ivey Business School invites applications from all qualified individuals. Ivey is committed to employment equity and diversity in the workplace, and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Please contact us at [email protected] to notify us of any needs related to completing the job application, and/or throughout the recruitment process.

How to Apply

Application Deadline: 03/04/2022