QUALIFICATIONS:

The incumbent must possess the following qualifications:

• Knowledge of leadership practices in people management, strategic planning and risk management, policy development, financial management and stakeholder relationship management
• Issues and trends at Carleton and in the higher education sector related to the use of technology and information management
• Contemporary best practices in information management and technology programs and service delivery models
• Knowledge in IT applications, infrastructure and security and their integration
• Knowledge of process management
• Knowledge is used to develop and lead a major functional area within the university
• Expert knowledge in IT service management, team leadership, and process optimization. Strong understanding of AI technologies, Microsoft ecosystems, and IT service desk operations.
• Familiarity with trends and best practices in IT service delivery within higher education.
• Proficiency in project management, problem-solving, and stakeholder communication.

EDUCATION AND EXPERIENCE:

The above is normally acquired through the completion of:

• Completion of a bachelor’s degree in computer science, IT, or related program. Masters degree is an asset
• Minimum of six years of experience in IT Service Management, with at least two years in management and leadership role

Responsible for overseeing the operational delivery of IT services within the Information Technology Services (ITS) department at Carleton University. Reporting to the Director, OCIO & Service Experience this role manages the IT Service Desk, Service Delivery and Quality Team and the Microsoft Centre of Excellence (COE), ensuring high-quality service delivery, technical innovation, and user satisfaction. The Manager, IT Client Services drives operational excellence, supports strategic initiatives, and fosters a collaborative team environment to align with the university’s IT and management objectives.