IT Service Delivery Specialist
Mohawk College
Hamilton, ON, Canada
10d ago

Initiatives & Opportunities : April 2019 - March 2021)

Status : Initiatives & Opportunities (April 2019 - March 2021)

Hours : Monday to Friday; 35 hours / week

Rate of Pay : $39.43

Posting Date : April 9th, 2019

Closing Date : April 19th, 2019 at 7 : 00pm EST


The IT Service Delivery Specialist is the primary point of contact to the Student Services client in dealing with technology service proactive improvements, Relationship Management and overall Service Improvement Programs.

Their focus will be on the Student Services portfolio of products, systems and processes (Banner, testing centre, counselling, scheduling, etc.).

The role and responsibilities for this role will be primarily technical in nature, including gathering business and technical requirements, conceptual and technical design, proactive troubleshooting of technical issues to ensure service levels are met.

They will also lead other stakeholders and product vendors responsible for getting services and products delivered, and assist with product and service release planning and deployment as necessary on behalf of Student Services.

The incumbent will require an ability to manage and interact with front-line admin staff as well as Managers and Directors, and respond to any service concerns regarding the support, and ensure restoration of service issues.

The SDS is required to identify and drive methodologies and processes that support IT industry standards and best practices and identify and manage targeted areas for improvement including service level management across all service platforms in order to drive service efficiencies and improvements.

The incumbent will drive and coordinate the technical execution of product and service improvements that includes product and solution design, release management, testing, deployment and ongoing maintenance.

The IT Service Delivery Specialist will engage directly with external stakeholders, project, and client teams, and where required investigate best of breed products and services including cloud-

based enterprise options.

Additional responsibilities may include leading and assisting delivery teams, developers, analysts, and designers in conceptualizing and developing new software applications or services.

Key tasks may include :

  • Plan phases of the software development life cycle (SDLC) for a variety of initiatives.
  • Assist in the preparation and documentation of software / service requirements and specifications, and
  • Research and document requirements of software / service users.
  • To be compliant with the Acceptance of Payment Card Policy and PCI Requirements, this position is required to provide a Police Check prior to the commencement of employment.


    The duties of this position will include, but are not limited to the following :

    Relationship Management, Planning, and Strategic Alignment

  • Establishes and manages strategic relationships with IT and business partners to ensure IT plans and development efforts are well aligned with business goals.
  • Builds and enables a team who establish effective and trusting working relationships with all of their business and IT partners.
  • Collaborates with cross-functional teams, IT management, and other technical staff to resolve IT system incidents and changes and to support implementation of new technologies.
  • Establishes and manages effective working relationships with external service providers supporting areas of responsibility;
  • supervises and evaluates contractor teams

    Operations and Service Performance

  • Ensure efficient and effective IT operations daily
  • Manage all IT related infrastructure and service delivery processes
  • Receive complaints and inquiries from customers and promptly work towards providing a solution to the problems
  • Communicate with all parties involved in the service delivery process - team members, customers, and top management
  • Oversees adoption management of new systems, functions, and technologies, including the development and delivery of end user training as needed.
  • IT Service Delivery and Process Capabilities Assurance

  • Assists technicians with difficult ticket issues and works as a resource for ticket resolution and escalation when needed
  • Owns any tickets assigned to team and proactively monitors team performance as it relates to tickets and assignments
  • Acts as an escalation points for any use complaints related to service.
  • Understands and applies continuous improvement principles to business and IT processes in area of responsibility.
  • Leadership and Results Delivery

  • Collaborates and owns xwiki knowledge records for maintenance; this may include but not limited to creating content, reviews and updates.
  • Mentors and coaches members of the IT team in completion of routine assignments, project work, and skills development.
  • Supports professional growth of direct report employees by providing counseling and opportunities for training and assignments aligned with career path and business goals.
  • Actively identifies and advises IT management of potential business, technical, and compliance risks relating to the delivery of IT services.
  • Other related duties as assigned


    The successful applicant must have :

  • A minimum four (4) years post-secondary degree in Computer Science, Information Technology, Relational database design, programming design and techniques, or related field;
  • or equivalent combination of education and experience.

  • Project management industry certifications (ex. ITIL, PMI, SCM), highly preferred.
  • A minimum of five (5) years of extensive experience of Customer and supplier relationships, confidence and presence to deal with customers and suppliers both internal and customer facing.
  • A minimum of five (5) years of experience with an IT Service Management application and ability to extract reports and analyze support ticket data to proactively improve performance, reduce costs, and exceed SLA's.
  • Detailed working knowledge of a very broad range of IT systems.
  • Demonstrated commitment and understanding of human rights, equity, diversity and inclusion with the ability to communicate and work effectively inter-
  • culturally with diverse groups of students, employees and the community.

    Mohawk College is strongly committed to diversity within its community and especially welcomes applications from racialized persons / persons of colour, women, Indigenous / Aboriginal People of North America, persons with disabilities, LGBTQ persons, and others who may contribute to the further diversification of ideas.

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