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
JOB SUMMARY :
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 :
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
supervises and evaluates contractor teams
Operations and Service Performance
IT Service Delivery and Process Capabilities Assurance
Leadership and Results Delivery
Other related duties as assigned
The successful applicant must have :
or equivalent combination of education and experience.
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.