Manager, IT Service Delivery

Note: 1 vacancy available. This position is deemed a critical vacancy.

Why this Role is ImportantJoin a collaborative team where your leadership will enhance the digital experience for thousands of students, faculty, and staff while driving innovation and service excellence across the College.

Reporting to the Director, End User Solutions, the Manager, IT Service Delivery provides operational leadership and tactical oversight for end-user technology services, ensuring the delivery of reliable, customer-centric support across the College. This role oversees the IT Service Desk, Academic Computing, and Regional Campus IT support teams, championing a culture of continuous improvement and service excellence.

The Manager is responsible for maturing IT service management practices, including the governance of the service catalogue, performance standards, and KPIs. By fostering strong partnerships with academic and administrative stakeholders, the Manager ensures that technology services are scalable, sustainable, and fully aligned with institutional goals through supporting effective planning, procurement, and financial reporting.

• How You’ll Make An Impact
• Operational Leadership
• Provides leadership and operational oversight for the IT Service Desk, Academic Computing Labs and Regional Campus IT support functions; ensuring service continuity, responsiveness, and alignment with daily departmental objectives
• People Leadership
• Leads, motivates, and guides staff, cultivating a collaborative, high-productivity team culture focused on excellent customer service
• Ensures operational assignments of the team are carried out consistently with college policies and procedures
• Monitors employee performance, delivers regular feedback, and resolves conflicts or conduct-related issues in accordance with college policies and standards
• Plans and manages resource allocation, staffing priorities, training needs, and workflow optimization to maintain seamless operations
• Operational Planning
• Coordinates operational planning for lab and support environments, including service processes, incident and escalation practices, software deployment readiness, technology refresh activities, and regional campus coverage
• IT Service Management & Service Catalogue
• Defines, implements, and matures IT service management practices and workflows (e.g., incident, request, problem, change) to improve service quality, consistency, and transparency
• Serves as the business owner for the ticketing/IT service management platform and continuously evolves the IT service catalogue to ensure services are clearly defined, measurable, and aligned with stakeholder needs and institutional priorities
• Financial Administration & Resource Planning Assists departmental financial administration, including procurement coordination, expenditure tracking, budget monitoring, contributing data for resource planning, financial reporting, and prepares documentation
• Engagement & Metrics
• Leads engagement with academic and administrative stakeholders to understand service needs and communicate service performance
• Establishes, monitors, and leverages service metrics and KPIs to drive continuous user-experience improvements
• Compliance, Asset Control & Reporting
• Ensures compliance with college policies, health and safety standards, and asset/inventory controls
• Maintains service documentation and contributes to operational reporting
• Performs Other Related Duties As Assigned
• What You’ll Bring Post-secondary 3-year diploma/degree in information technology, computer science, business technology management, or a related field
• Minimum 7 years’ of progressive experience in IT operations, end-user support, or technical service delivery
• An equivalent combination of education and progressive technical/operational leadership experience may be considered
• Demonstrated experience in staff management, operational planning, service escalation, stakeholder relationship management, and financial/procurement support activities
• Experience managing IT support across distributed environments (ideally a college/university campus, hospital, or multi-office corporate environment)
• Proven success in establishing KPIs, building service dashboards, and translating data into actionable service improvements
• Relevant IT service management, technical support, or leadership-related certifications are assets (example ITIL, change management, or project management)
• Requires strong leadership and employee relations skills; customer service and conflict resolution capability; knowledge of IT support operations, service desk practices, endpoint and lab support environments, and distributed support models; financial and procurement administration skills; strong written and verbal communication; data analysis and reporting; and proficiency with common enterprise systems (e.g. Microsoft 365 tools)
• A valid driver’s license and ability to travel between campuses is required
• 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 collaborative IT leader who is passionate about delivering exceptional technology services, leading high-performing teams, and driving continuous improvement, we'd love to hear from you. Apply today and help shape the technology experience at Fanshawe College.

Fanshawe College uses Workday to manage recruitment and hiring processes.

Educational CredentialsWhile transcripts are not required for the interview, they are mandatory as a condition of employment.

Equity, Diversity and InclusionFanshawe 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.