IT Customer Success Manager - Information Technologies

Position Overview

Leadership

• Coordinate across university partners, IT service owners, technical teams, process managers, and project teams to resolve dependencies and achieve coordinated outcomes.
• Lead and mentor staff, support continuing development, and maintain a learning environment that can adapt to change.
• Own complex programs, services, and assets while managing budgets prudently.
• Escalate and manage incidents outside expected service levels and participate in reviews to identify future improvements.
• Stay current on technology trends and directions.

Service Maintenance

• Ensure incidents are logged, tracked, documented, and resolved according to service level expectations.
• Produce timely performance reports for management and directors.
• Document service procedures for staff and users and ensure the deskside team is adequately staffed.
• Research and recommend improvements to the computer support tool set.

Communications and Relationships

• Qualify and shape technology demand by clarifying business outcomes, requirements, dependencies, organizational readiness, and appropriate service or project pathways.
• Translate complex technical concepts into customer-focused language and promote Information Technologies services.
• Build rapport with internal and external clients, including administrative staff, academic staff, researchers, and students.
• Coordinate with support groups and incident, problem, and change process managers to integrate team processes.
• Develop ongoing processes that improve practices and procedures.

Qualifications

• Bachelor's degree, preferably in Computer Science or Information Systems, or an equivalent combination of education, skills, and experience.
• Five to seven years of IT experience, including management of teams responsible for customer service or business relationship management.
• Leadership training or equivalent experience demonstrating influencing and facilitation skills.
• Experience applying project management procedures and implementation strategies.
• Experience with business relationship development and management.

Assets and Additional Requirements

• ITIL Service Support knowledge and experience is an asset.
• Knowledge of incident management, change management, incident control, and communication is required.
• Knowledge of information systems enabling technologies, hardware, software, systems integration, and troubleshooting is an asset.
• Experience managing lifecycle and procurement processes for hardware, software, and services is an asset.
• Business analysis skills in the IT domain are an asset.
• Excellent communication skills, independence, teamwork, multitasking ability, and commitment to continuous development are required.

About the University of Calgary