Service Delivery Specialist

Date Posted: 04/23/2024
Req ID: 37064
Faculty/Division: Ofc of the Chief Information Officer
Department: Enterprise Infrastructure Solutions
Campus: St. George (Downtown Toronto)
Position Number: 00051785

Description:

About us:

The Enterprise Infrastructure Solutions (EIS) group, part of the Information Technology Services (ITS) division, is responsible for campus core network, campus wireless, wide area network connectivity and internet connectivity for the University, including connectivity to research and education networks.

EIS is also responsible for services related to departmental network management, network, server and storage infrastructure, Windows and Linux server management services, database and application integration and support, enterprise backup service, 24/7 operation of central administrative data centres and telecommunications services.

If you’re motivated and passionate about learning technologies and dedicated to improving experiences for today’s student, consider a career with us.

Your opportunity:

The Chief Information Officer (CIO) portfolio, operating as Information Technology Services (ITS), is home to over 200 IT professionals who provide University-wide IT services and systems to enable University of Toronto (U of T) to maintain its status as Canada’s leading institution of learning, discovery and knowledge creation. From direct support to enterprise-grade academic and administrative applications (student, financial, HR and research) to online learning, information security, collaboration tools and network infrastructure, our work enables U of T’s steadfast commitment to being an internationally significant research university with excellent undergraduate, graduate and professional programs.

ITS provides leadership and undertakes strategic and tactical initiatives to secure the greatest value from the University’s investment in IT. By strategically focusing on our people and working in collaboration with academic administrators, process owners and distributed IT service providers, ITS identifies technology opportunities and inefficiencies, and implements services and technology solutions to reduce complexity and improve aggregate IT experience of students, faculty and staff.

We are excited about the future as we focus our efforts, with broad input from our U of T community, on the development and execution of the IT@UofT strategic plan. We live our core values which shape our culture and guide our efforts – they include: service and operational excellence, creativity and critical thinking, culture of learning, shared leadership and teamwork.

Under the general direction of the Manager, Client Success and Service Delivery, and the Service Management Program Lead, the Service Delivery Specialist will be responsible for implementing changes to the teams workflow, helping drive efficiency for all activities, and also strive to achieve the highest customer satisfaction. Along with the strategic process improvement implementation, the Service Delivery Specialist will be responsible for direct customer relations which includes billing and financial aspects.

Your responsibilities will include:

• Evaluating new technologies or new and modified businesses processes to determine enhancement requirements
• Developing and revising business methods that support administrative workflow and objectives
• Developing and maintaining quality control procedures
• Analyzing and documenting business requirements
• Liaising with IT departments and clients regarding translation of business requirements into technical specifications
• Liaising with technical specialists to resolve end-user issues
• Preparing cost estimates for clients

Essential Qualifications:

• Bachelor’s Degree in STEM, Business or a related field, or acceptable combination of equivalent experience.
• Minimum five (5) years of recent and related technical experience in IT requirements analysis in a diverse, multi-client and complex operational environment.
• Excellent experience in regular reporting to customers and internal stakeholders.
• Experience consulting with clients and acting as a liaison to technical staff through change management within a large, highly complex, and technical organization.
• Use of Service and Application Lifecycle management applications.
• Excellent experience working with ticketing systems such as ServiceNow.
• Experience with billing processes and customer invoicing.
• Experience with IT service delivery quality control such as monitoring, analyzing metrics, conducting customer surveys on a regular basis.
• Experience with AGILE and being a scrum master.
• Excellent analytical and project management skills; including the ability to interpret both business and technical needs.
• Excellent time management, prioritization, and multi-tasking skills
• Excellent presentation skills with the ability to facilitate staff training sessions, client workshops, and client meetings.
• Excellent customer service and interpersonal skills.
• Ability to read/interpret pre-existing workflows for improving process management.
• Excellent interpersonal skills working in small to medium teams to facilitate changes in process as well as adapting to new procedures.
• Excellent Documentation skills; ability to record minutes, notes and draft processes.
• Strong communication skills; being able to interact with all levels of clients and internal employees.

Assets (Nonessential):

• Experience with ServiceNow vendor platform is considered a strong asset.
• Familiarity with the University environment, governance, and policies.
• Demonstrated ability to exercise good judgement, to set priorities and to handle a variety of tasks.
• Ability to elicit cooperation from a wide variety of sources, including all levels of staff and management at the University.
• Demonstrated willingness to develop and share technological expertise.
• Training in project management is an asset.
• Experience in updating website information and drafting group communications documents.

To be successfulin this role you will be:

• Articulate
• Communicator
• Cooperative
• Organized
• Self-directed
• Tactful

Closing Date: 05/07/2024, 11:59PM ET
Employee Group: USW 
Appointment Type: Budget - Continuing 
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 16 -- $99,548 with an annual step progression to a maximum of $127,305. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. 
Job Category: Information Technology (IT)
Recruiter: Khristen Sivaramalingam

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.