Who We Are
Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.
The Client Services department provides essential IT support and services for the university community, ensuring smooth operation of the service desk, managed devices, and learning space technology. We drive operational excellence by aligning our services with SFU’s strategic initiatives, supporting education, research, and community engagement. Through innovative technology solutions, we enhance user experiences and foster collaboration across the university. We prioritize customer service, continuous improvement, and teamwork, creating a dynamic environment where staff are empowered to take ownership and deliver exceptional support to SFU’s diverse community.
About the Role
The Associate Director, Service Excellence leads the University’s IT Service Management (ITSM) practice, developing and refining strategies, processes, and performance measures to ensure consistent, high-quality service delivery. The role oversees a team of technical staff and collaborates with distributed IT groups and the Service Desk Manager to align services with institutional priorities. By driving continuous improvement and tracking key performance indicators (KPIs), the Associate Director fosters a culture of excellence and client-focused support across the IT service landscape.
Full Job Description
Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field and 10 years of experience in ITSM and service desk operations or an equivalent combination of education, training and experience.
Strong knowledge of ITSM frameworks (e.g., ITIL) and service desk best practices.
Knowledge of ITSM tools and platforms (e.g., ServiceNow, Jira Service Management, Ivanti) and how to configure and optimize them.
Awareness of privacy, data security, and compliance requirements (e.g., FIPPA, ISO/IEC standards) relevant to higher education IT operations.
Proven leadership experience with a track record of managing and developing high-performing teams.
Experience establishing service-level metrics and driving data-informed decision-making.
Experience in operational budget management.
Excellent communication, interpersonal, and problem-solving skills.
Ability to work independently and manage multiple projects and priorities
Ability to manage competing priorities, navigate ambiguity, and drive initiatives to completion.
Ability to work effectively with diverse populations and foster inclusive and accessible IT services.
What We Offer
At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer continuing employees who belong in the Administrative & Professional Staff Association (APSA):
4 weeks’ vacation (prorated for the first year)
Hybrid-work program for eligible positions
Employer paid defined benefit pension plan
On-campus tuition waiver for employees and their immediate family members
Off-campus tuition reimbursements and professional development funds
And more! View our benefits brochure
Prorated for part-time employees
Additional Information
Please include your cover letter and resume in one attachment.
SFU is an equity employer and strongly encourages applications from all qualified individuals including women, Indigenous Peoples, visible minorities, people of all sexual orientations and gender identities, persons with disabilities, and others who may contribute to the further diversification of the university.
We are committed to ensuring that the application and interview process is accessible to all applicants. If you require any assistance or accommodations, please contact pei_reception@sfu.ca.
