Director, Information Technology Service Experience and Support

Primary Purpose

Director, IT Service Experience & Support is a member of the IST executive leadership team accountable to the Chief Information Officer for the strategy, governance, and operational performance of the University’s frontline IT support services. The Director provides institutional leadership for the design, delivery, and continuous improvement of a unified, user‑centred support model, ensuring consistent service standards, effective IT service management practices, and seamless end‑to‑end support experiences across central and distributed IT teams. The role establishes performance expectations, service governance mechanisms, and accountability frameworks that promote transparency, operational excellence, and a cohesive support experience for the campus community. The role ensures transparent visibility into service quality through comprehensive dashboards that make it easy to assess service health and effectiveness, and promotes a culture of accountability...