Note: 1 vacancy available.
This position is deemed a critical replacement vacancy.
Work Mode: This is an in-person position that requires on-site work five days per week.
Why this Role is Important
Reporting to the Executive Director, Information Technology Services, the Director, Client Technology Services provides strategic leadership for three integrated, college-wide service domains: End User Support; Digital Learning Spaces and Academic Technology; and Media and Audiovisual Services.
The Director designs and advances modern, efficient, customer-focused service models across the portfolio and develops multiyear strategies and roadmaps for endpoint technologies, bring your own device services, digital learning spaces, academic technology, media and audiovisual services, and related equipment.
The position is accountable for improving the technology experience of students, faculty, employees, and College partners by understanding customer needs, defining clear services and standards, simplifying access to support, and using modern technology and service practices to deliver reliable, accessible, secure, consistent, and financially sustainable experiences across all College locations.
The Director sets direction, designs service models, sponsors modernization, and holds portfolio leaders accountable for results rather than managing routine operational activity. The position works with academic and administrative stakeholders to shape the classroom and workplace technology experience of the future, challenge legacy practices, build organizational capability, improve measurable customer outcomes, and reduce avoidable cost without compromising academic delivery, accessibility, security, or service continuity.
How You’ll Make An Impact
Strategic Service Leadership and Transformation
- Sets the strategic direction for the End User Support, Digital Learning Spaces, Academic Technology, and Media and Audiovisual Services domains and leads the transformation of service delivery into integrated, efficient, customer-focused, college-wide service models.
- Develops and executes multiyear service, lifecycle, capital, investment, and modernization roadmaps aligned with College strategy and academic, administrative, accessibility, cybersecurity, sustainability, and continuity requirements.
- Establishes College wide standards for end user devices, learning spaces, computer labs, specialized academic environments, audiovisual systems, media equipment, and related services.
- Prioritizes investments using equipment age, condition, utilization, service performance, academic impact, accessibility, security, supportability, risk, and total cost of ownership.
- Reduces unnecessary technology variants and inconsistent configurations; improves remote monitoring, deployment, maintenance, support, inventory management, and asset utilization; and recommends action on obsolete, unsupported, underused, duplicative, or disproportionately expensive technology.
- Pilots and evaluates emerging technologies before broader adoption and ensures new solutions can be supported sustainably throughout their lifecycle.
- Coordinates technology requirements for construction, renovation, capital renewal, and learning space projects and oversees concurrent projects within approved scope, priorities, budgets, standards, and governance.
- Establishes structured and continuing relationships with academic and administrative leaders and consults faculty, students, employees, and service partners to identify needs, service gaps, risks, and changing expectations.
- Develops service and technology roadmaps collaboratively, translates teaching, learning, operational, and institutional needs into investment priorities, and communicates standards, constraints, risks, costs, tradeoffs, and implementation plans.
- Creates effective feedback mechanisms, demonstrates how feedback influences decisions, builds trust through transparency and follow-through, and represents the portfolio on institutional committees, capital initiatives, academic planning activities, and major College projects.
Portfolio Leadership and Stewardship
- Defines services, service owners, service standards, performance measures, support models, and escalation paths and maintains a coherent service catalogue across the three service domains.
- Ensures consistent service quality across locations and improves intake, prioritization, triage, resolution, communication, knowledge management, problem management, automation, self-service, remote support, standardization, and proactive service practices.
- Uses data to identify recurring technology issues, demand patterns, service gaps, and improvement opportunities and maintains service continuity, emergency response, and operational readiness for critical academic and administrative periods.
- Assesses organizational structures, job functions, capabilities, reporting relationships, and resource allocations against college priorities and service requirements and moves historically or location-assigned work toward clearly owned College-wide service models.
- Clarifies service ownership, decision rights, escalation paths, accountabilities, and expected outcomes and identifies duplication, fragmented responsibilities, capability gaps, excessive specialization, unclear career paths, and key person dependencies.
- Leads and develops a large, diverse technical and service organization; establishes clear goals, accountabilities, decision rights, and performance expectations; builds shared standards across historically independent teams; and develops leadership capability among managers, coordinators, senior technical staff, technologists, and other service leads.
- Supports employee development, cross-training, internal mobility, succession, and leadership development; addresses capability and performance gaps fairly and consistently; and leads change with transparency, respect, employee engagement, and regard for collective agreements and College policies.
- Develops and manages operational, capital, staffing, asset, contract, and vendor budgets and delivers sustainable efficiencies through standardization, consolidation, automation, demand management, contract optimization, improved utilization, and lifecycle planning without compromising service quality or institutional priorities.
- Establishes a cost-of-service delivery model by academic program, service, technology environment, or other appropriate institutional cost unit, in consultation with the Executive Director, Finance, and academic leadership. Identifies direct and indirect costs, practical allocation methods, cost drivers, demand, utilization, support intensity, lifecycle obligations, and the cost and service implications of alternative delivery models.
- Uses cost information to support planning, prioritization, investment, standardization, and service design and presents it with context so specialized or strategically important programs are not treated as inefficient solely because they cost more to support. The Director provides information and recommendations and does not independently determine academic program viability, academic resource allocation, or program closure.
- Establishes and reports a balanced performance framework covering service reliability, responsiveness, resolution, experience, lifecycle risk, modernization delivery, financial and cost of service performance, savings and benefits, vendor performance, workforce capability, accessibility, security, compliance, and continuity. Uses measures to improve decisions and services rather than report activity alone.
Performs Other Related Duties As Assigned
What You’ll Bring
- 4-year degree in information technology, business, education technology, or a related discipline
- Minimum 9 years’ progressively responsible leadership experience in a large, complex, service focused organization where service quality, customer experience, reliability, responsiveness, and measurable improvement are core operating expectations
- An equivalent combination of education and experience may be considered
- Experience leading a multiservice technology environment is required
- Demonstrated experience in IT service management; service design and customer experience improvement; organizational transformation and operating model redesign; engagement with senior academic and administrative leaders; workforce planning and organizational development; financial, capital, asset, contract, and vendor management; lifecycle and modernization planning; performance measurement; and leading change in a unionized or comparably complex environment
- Knowledge of service management, customer experience, organizational design, workforce planning, financial management, procurement, contract and vendor management, lifecycle planning, accessibility, cybersecurity, project and change management, and the technology requirements of teaching and learning environments
- Demonstrated ability to communicate complex service, risk, cost, and investment matters clearly to senior academic and administrative leaders
- In-depth knowledge of complex, multiservice technology environments, including end-user support, digital learning spaces and academic technology, media and audiovisual services, service measurement, equipment lifecycle management, and sustainable operating models
- Current ITIL certification at the Foundation level or higher is preferred
- An equivalent recognized IT service management certification or substantial practical experience applying ITIL based service management practices would also be considered an asset
What This Opportunity Offers
- Comprehensive Pension & Benefits: Join a defined-benefit pension plan (through the CAAT Pension Plan) that delivers predictable lifetime retirement income, plus dental, disability, travel insurance and extended health coverage.
- Vacation: Enjoy paid time off and benefit from a scheduled holiday closure that offers additional rest and time with family during the winter season
- Tuition & Professional Development: Continue your learning journey - eligible employees and their dependents can take select Fanshawe programs or courses at a reduced cost
- Inclusive, Meaningful Campus environment: Work alongside passionate colleagues in an inclusive culture that values diversity, drives student success, and connects you to the local community and campus life.
Ready to Apply?
If you're a strategic technology leader with a passion for delivering exceptional customer experiences, modernizing services, and empowering teaching, learning, and workplace technology, we encourage you to apply. Join us in shaping the future of technology services and making a lasting impact across the College community.
Fanshawe College uses Workday to manage recruitment and hiring processes.
Educational Credentials
While transcripts are not required for the interview, they are mandatory as a condition of employment.
Equity, Diversity and Inclusion
Fanshawe College is an equal opportunity employer. We are committed to equity, value diversity, and welcome applicants from diverse backgrounds.
Accommodation
Fanshawe College provides accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires an accommodation during the application process or through the selection process, the hiring manager and the recruiter leading the recruitment will work with the applicant to meet the job applicant’s accommodation needs. Accommodation requests per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act can be emailed to: askhr@fanshawec.ca
Land Acknowledgement
Fanshawe College would like to acknowledge and honour the Anishinaabe, Lotinuhsyuní and Lenape people of southwestern Ontario as the traditional owners and custodians of the lands and waterways where Fanshawe College is located.
We thank all applicants for their interest; however, only those chosen for an interview will be contacted.
