Director, Information Technology Services

Sheridan's mission is to deliver a premier, purposeful educational experience in an environment renowned for creativity and innovation. Founded in 1967, Sheridan is one of Canada's top diploma- and degree-granting polytechnic institutes and an award-winning school attracting students from across the country and around the world. A leader in providing skills-based educational programming that combines theory with experiential learning, Sheridan prepares students for careers in the fields of arts, business, community service, health, technology, and the skilled trades. Since attaining degree-granting status in 2003, Sheridan has grown its portfolio of degree programs to 25 currently, with plans to further develop in this area. Sheridan serves approximately 23,000 full-time and 18,500 continuing and part-time studies students every year on its campuses in Oakville, Brampton and Mississauga. 

Why Sheridan? 
We strive to engage our employees by placing great value in work life balance, by finding and nurturing the strengths of each individual, by encouraging innovation and creativity and, ultimately having a supportive culture that inspires each and every employee to have fun while at work!

Perks and Total Rewards:

• Generous vacation + December holiday closure

• Competitive benefits package

• Generous maternity/parental leave top-up

• Defined benefit pension plan

• Employee and Family Assistance Program

About the Position:
The Director, IT Services provides overall leadership and direction for the academic and administrative partnership linkage with all areas of IT. The Director designs and oversees the governance structures for service management, business relationship management, end user computing technology and the end user experience. 

The Director has oversight and accountability for the design and provision of the IT component for the customer facing focus areas such as teaching and learning spaces (classrooms, computer labs, learning commons), offices and other areas across all campuses. The incumbent is accountable for the governance and deployment of the end user computing technology, educational technology, audio/visual, general purpose computing labs and the IT aspects of Sheridan's mobile computing and Open learning initiatives. The areas include: Tier1, Tier2 Technical Support Specialists, IT Service Desk (IT Call Centre), End User Technology Integrator and IT Communications (excluding those services provided by CTG group) and Knowledge Management.

The Director manages major projects; facilitates the development and maintenance of hardware, software and network standards; facilitates technology adoption; and technology deployment within the institution. To accomplish this, the Director is instrumental in developing service strategies, designing governance models and executing and operationalizing them while using collaborative and inclusive approach with Sheridan and community partners.

Key Responsibilities Include:

• Leading the IT Service Management Portfolio (which includes 4 direct reports and over 70 indirect reports across three campuses), by providing strategic direction in the adoption of industry standards and best practices for service management and related governance;

• Managing IT services lifecycle, developing processes and defining/monitoring success of service;

• Accountability for the delivery of all IT Support Catalogue services to Sheridan community through uniform, repeatable sets of practices and processes, and carefully designed functions on all campuses;

• Liaising with other areas in IT and with Academic & Administrative Services and Sheridan community to understand levels of support, future service needs and partnership opportunities;

• Oversight of planning, management and governance of Sheridan's administrative and academic end user computing environment;

• Accountability for the delivery of configuration and applications on all end user technology;

• Liaising with Academic and Administrative partners to understand strategic directives and collaborating to develop long-range strategic technology and supporting structure plans to ensure the appropriate end user technology environment is in place;

• Project leadership on major projects involving end user technology and service management initiatives; Managing external consultants and vendors; Identifying and resolving ongoing problems that might affect project plans;

• Leading administration of IT services function by aligning resources to deliver on portfolio priorities;

• Developing, guiding and empowering the team to deliver high level of service; Promoting effective HR planning and management; Fostering a safe, respectful and supportive work environment;

• Budget and financial management; Ensuring compliance with relevant legislation, policies and procedures;

• Oversight of performance metrics in portfolio areas and contributing to broader IT metrics;

• Developing and enhancing IT partnerships with internal and external groups;

• Reviewing, negotiating and managing contracts/agreements with external vendors;

• Presenting reports and recommendations on the state of services, service levels and the state of end user technology to Sheridan governance groups;

• Working with IT leadership team to develop a communication plan for IT Services with Sheridan community;

• Working collaboratively as a member of the IT senior management team in the development of IT strategic directions for Sheridan and the design of policies and processes to support these directions;

• Developing and implementing the short and long-term strategies for technology projects to support College initiatives and IT service delivery, in collaboration with IT leaders and the Sheridan user community.

Qualifications:

• A 4-year Bachelor's degree in Computer Science, Information Technology, Business Administration or a related field is required. A specialization in IT Service Management and IT Governance is preferred.

• The successful candidate must have, or achieve within 12 months of hire, an ITIL intermediate certifications in either Service Strategy, Design, Transition, Operation or Continual Improvement.

• 9 years of relevant experience is required including leadership and service management experience; or an equivalent combination of relevant education and experience.

• Project Management Professional (PMP), Control Objectives for IT (COBIT) and IT Infrastructure Library (ITIL) certifications would be considered an asset.

• Current technical proficiency skills attained through professional activities and/or additional formal training in technology, customer service, business.

• Specialized or technical training in customer relationship/service, continual improvement, process mapping and improvement, and/or lean principles is desired.

• Extensive and broad experience and knowledge of current information systems (e.g. communication, end user and consumer technologies) and their relation to Sheridan business and academic strategic objectives is required.

• In-depth knowledge of the following: industry best practices, frameworks and models; end-user computing and educational technologies related to academic and administrative requirements and supporting infrastructure; systems architecture integration methodologies; process building, evaluation and continual improvement; current classroom and audio visual technology.

• Thorough understanding and significant experience with RFPs and other processes for acquiring technology and with lease negotiation and management; high level negotiating skills required to secure the best contracts with vendors and partners.

• Knowledge and experience in contract management (liability & legal).

• Experience with various desktop applications to prepare reports, budgets, project plans, and presentations.

• Proficient with project management to manage mid to large-scale projects or a program of projects.

• Excellent interpersonal and communication skills are required effectively articulate the Sheridan vision of technology, gain understanding of complex technical issues, or to seek agreement on sensitive issues that may involve budget, human resources, conflict resolution, or project deliverables.

• Leadership and performance management experience.

• Proficient presentation and facilitation skills.

• Strong mediation and negotiation skills are required as well as skills to effectively lead and manage change.

Please apply online: https://careers-sheridancollege.icims.com