Job Number:
J0725-1056
Job Title:
Lead Specialist, IT Infrastructure Service Delivery
Job Type:
Permanent FT Support
Bargaining Unit:
FT Support
Location:
Greater Toronto Area
Pay Range:
$49.88 - $57.79/Hour
Pay Band:
Support L
Hours/Week:
40
Shift Schedule:
Monday - Friday, 8:00 am - 4:30 pm
Date Posted:
July 25, 2025
Closing Date:
August 1, 2025

(AS A UNIONIZED EMPLOYER, CENTENNIAL COLLEGE GIVES PREFERENCE TO INTERNAL CANDIDATES AS DEFINED IN THE COLLECTIVE AGREEMENT. EXTERNAL CANDIDATES WILL BE CONSIDERED ONLY IF THERE ARE NO QUALIFIED INTERNAL CANDIDATES)

Centennial College recognizes and affirms Diversity, Equity and Inclusion and Indigenous ways of knowing as central to the vibrancy and uniqueness of its learning and working academic mission. We strongly encourage applications from members of Indigenous communities and all equity-deserving groups including Women, Racialized, Persons with Disabilities, and LGBTQ+ communities.
We also recognize that Centennial is situated on the Treaty Lands of the Mississaugas of the Credit First Nation and pay tribute to their legacy as well as that of all First Peoples that have been and remain present here in Toronto. We recognize that First Peoples come from sovereign Nations and that part of understanding our responsibilities of residing on this territory are understanding the true history, circumstances and legacy of the Treaties signed here (such as the Toronto Purchase, Robinson-Huron Treaty and Williams Treaties) and including pre-contact Treaties and Agreements between sovereign Nations and that all peoples in this area are therefore Treaty people with obligations and responsibilities to all our relations.

POSITION SUMMARY

Reporting to Associate Director, DevOps and Imaging, the Lead Specialist, IT Infrastructure Service Delivery is vital to the efficient and effective oversight and support of IT service delivery, and plays an important role in overseeing the nuanced transition and operations of IT services by utilizing technical expertise, advanced planning, and leadership abilities.
The Lead facilitates collaboration among the team and across IT, ensuring alignment with institutional goals and ITIL best practices. They are pivotal in advancing IT service transitions from conception to delivery, emphasizing strong project and change management practices. The Infrastructure Service Delivery Lead strategically consolidates desktop imaging and application streaming functions, aligning these services with institutional goals. As well, the Lead oversees the provision of enterprise telecom solutions, catering to the institution’s evolving needs. As such, they employ advanced technical proficiency with regard to server and network technologies and their life cycles.
This role is instrumental in ensuring that IT infrastructure aligns with and propels the institution’s goals amidst the rapidly evolving technological landscape while maintaining vendor relationships and compliance with operational standards and processes.

QUALIFICATIONS/EXPERIENCE

• Bachelor’s degree in a field related to Computer or Information Technology; or an equivalent combination of relevant education and practical experience. Designation or certification related to Computer Science is preferred.
• Courses or coursework in Project Management, Asset Management, and/or Image Development; or demonstrated equivalent practical experience is required.
• A minimum of five (5) years of progressive, hands-on experience in technical support (hardware & software) and programming; architecting physical and virtual application delivery systems; and working together with individuals or groups to solve problems and develop solutions to technical problems related to infrastructure service delivery
• Demonstrated experience in effectively leading and/or overseeing a team of technical experts.
• Excellent customer service, interpersonal, and oral and written communication skills.
• Previous experience writing technical documentation and reports.
• High level organizational, time and project management skills, with experience handling multiple priorities and/or projects.
• Ability to work on problems independently with minimal direction using strong analytical and problem-solving skills.
• Understanding of computer hardware architecture, with related experience in networks, asset management, and project management.
• Advanced knowledge of College standard applications and operating systems.
• Experience in creating computer images for deployment in large scale business and/or academic environments.
• Advanced skills using electronic diagnostic instruments and diagnostic software.
• Demonstrated commitment to ongoing personal development and upgrading of technical skills through business activities, professional development, and/or technical courses.

Service Delivery Oversight and Coordination

• Leads the transition and operationalization of IT services, overseeing IT projects by utilizing project management methodologies for optimal outcomes and alignment with strategic goals.
• Oversees and coordinates infrastructure service delivery with an emphasis on lifecycle and performance.
• Implements and monitors ITIL-compliant service delivery processes, continually assessing service delivery effectiveness and efficiency; recommending appropriate improvements.
• Contributes to and implements change processes to minimize service disruptions for IT teams and clients/end users.
• Supports future planning and roadmap alignment by collaborating with IT teams; ensuring alignment with ITISD roadmap and frameworks.
• Monitors technology investments and budget allocations to ensure appropriate use of financial resources.
• Ensures that team and project resource allocations adhere to financial guidelines and constraints.
• Analyzes performance data to enhance service delivery and user satisfaction.

Team Leadership and Guidance

• Acts as the main point of contact for the Infrastructure Delivery Team, liaising with IT and management.
• Leads IT service delivery team by creating a collaborative environment with a focus on service orientation and innovation.
• Provides day-to-day functional guidance and advice to team members.
• Promotes and maintains operational standards and best practices within the team.
• Allocates and monitors project tasks within the team to ensure completion and meet standards and objectives.
• Serves as the first level of escalation within the team for issues
• Supports new hires by ensuring that appropriate resources are allocated to their onboarding, including training, peer assistance, technology, etc.

Continuous Improvement

• Contributes to enhancing quality and accessibility of IT services to ensure that services meet user needs effectively.
• Explores, researches, and integrates new technologies to enhance service delivery, advocating for innovative solutions that align with the College’s strategic vision.
• Facilitates conversation/collaboration between stakeholders and departments to obtain feedback, integrate into strategic planning, and refine and evolve IT services.
• Upholds IT security and privacy practices according to educational standards and regulations.

Stakeholder Engagement and Vendor Relationships

• Maintains clear, effective, and ongoing communication with stakeholders and vendors, translating technical information related to infrastructure service delivery.
• Develops reports for stakeholders and College leadership to update on project status, recommend alternatives/improvements, and evaluate outcomes.