Manager, Customer Engagement, Information Technologies

Job title: Manager, Customer Engagement, Information Technologies

Job description: Position Overview

Information Technologies is currently seeking a Full-time Regular Manager, Customer Engagement .

This is a senior position within the university reporting to the IT Director, IT Investment Office. The incumbent will be responsible for the strategic interface with the university for the purpose of business and IT strategy development, solution delivery and risk management, specifically for the Cumming School of Medicine located at the Foothills Campus.

The Manager, Customer Engagement will be responsible for ensuring that the Enterprise Architecture and Security team, the Solutions and Service Delivery team and the Technology Services and Operations teams will have a solid snapshot of the future business plans of the Cumming School of Medicine. The team will also hold the primary accountability to educate and inform the Cumming School of Medicine of IT standards, processes and procedures and guide the institution through prioritization of IT projects.

The role of the Manager, Customer Engagement requires a solid understanding of university business processes and a proactive approach to stakeholder engagement. The role requires a strategic planner and the ability to see the benefits and impact across the university with necessary communication skills to explain and direct solutions using business acumen. This role requires an intuitive understanding of the enterprise’s competitive environment, technology innovation, and faculty and business stakeholder’s current and future requirements.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

Management Responsibilities

• Provide leadership to CSM Customer Engagement team which includes overseeing and leading staff workload allocation, tracking and justification of business analysis and project coordinator roles
• Responsible for IT project managers, contracted staff, and vendors that are working directly on IT projects and initiatives at the CSM
• Responsible for the day-to-day planning, organizing, staffing and mentoring and leading of all direct staff
• Responsible for performance reviews including establish yearly goals and objectives
• Recruit and select support and professional staff
• Develop succession plans and mentorship strategies to ensure assigned IT Services employees are engaged and encouraged to grow into positions of greater opportunity and accountability
• Participate and contribute to the overall development and improvement of the IT Leadership Team
• Develop and present an annual budget for the operations of the function
• Oversee communication and ensure that it occurs regularly between the faculty and the IT to resolve issues, priorities and expectations
• Coach/mentor IT resources as appropriate regarding business requirements
• Coordinate and manage team meetings
• Serve as a role model in the development of an Information Technology organizational culture and promotion of the vision for IT and a contributing member of the university

Project and Portfolio Management and Oversight

• Lead integration and partnership efforts between AHS Information Technologies and University of Calgary Information Technologies
• Initiate, manage, and participate in key IT CSM projects and programs as needed
• Conduct project reviews
• Manage the CSM information technology roadmaps and the inter-connection between business areas
• Oversee the presentation of business roadmaps to IT Leadership
• Assist in mapping these roadmaps with the overall IT architecture and ensure alignment and consistency
• Conduct value analysis and benefit realization assessments on completed projects
• Define opportunities for creative use of IT and technology capabilities
• Direct technological research by studying organization goals, strategies, practices, and user projects
• Recommend information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements

Relationship Management

• Develop and sustain long term mutually beneficial relationships with external parties, including Alberta Health Services
• Develop and sustain strong trust-based relationships with faculty and other business unit leaders
• Oversee the relationships; establish and develop effective business relationship practices between faculty and business partners and IT that are cordial, professional and productive
• Create and build commitment to the vision for IT Services through effective communication strategies
• Working with key strategic vendors develop relationship that allow for an equal exchange of information
• Provide thought leadership in the technologies that will drive the assigned applications to achieve the future objectives and maintain a place in the competitive landscape
• Work with faculty and other businesses to provide education, consulting and advisory guidance regarding business objectives and process improvement
• Understand faculty and other business requirements for incremental business process improvement
• Oversee and assist in the development of business cases and opportunity studies
• Promote the justification and benefits for change to relevant stakeholders where appropriate

Qualifications / Requirements:

• A Master’s degree, preferably in business administration, computer science, or management information systems is recommended. An equivalent combination of education and experience from which comparable knowledge and abilities can be acquired will be considered
• Minimum of 12 – 15 years of related experience, including managing teams responsible for strategic planning, business development, enterprise projects or client management and working with a broad range of diverse and complicated business units
• Must possess business, academic and technology focus and demonstrate the ability to plan and develop a 6-to-36 months vision in the uses of technology in a complex university setting
• Must possess very strong business acumen and be politically savvy
• Experience identifying and developing end-to-end solutions to address changing business requirements as well as strong project management skills are essential
• A record of leadership and vision must be combined with awareness of current and emerging developments in educational information technologies and applications
• Must have excellent organizational, interpersonal, coaching, and oral and written communication skills and the ability to communicate effectively with faculty, administrators and staff
• Business acumen and an understanding of university’s operations is also essential
• Demonstrated experience in successfully leading and negotiating people both directly and indirectly across an organization will be expected
• Previous experience within post-secondary, healthcare and/or health science research industries considered an asset

Application Deadline: June 15, 2021

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is classified in the Management Career Band, Level 2 of the Management and Professional Staff Career Framework.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our .

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit .

The University of Calgary has launched an institution-wide in line with the foundational goals of , committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

The University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their professional success while they are here. We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.

Company: University of Calgary

Expected salary:

Location: Alberta

Job date: Thu, 03 Jun 2021 02:12:39 GMT