Director, IT Service Experience
$100,000–$120,000 year
Hybrid · Toronto, Ontario, Canada
Job Summary
Director, IT Service Experience leads the IT Support function across multiple campuses, overseeing the Service Desk, onsite support, and technology adoption programs to deliver responsive, customer-focused IT services. The role reports to the CIO, drives ITSM excellence (request, knowledge, SLA, and catalogue management), mentors supervisors and frontline staff, manages escalations and budgets, and partners with senior leaders and stakeholders to enable campus changes and technology initiatives. The position covers 4 days on-site and 1 day remote at 85 Richmond Road, with travel between Ontario campuses, on a 13-month contract. Key focus areas include service delivery across Canada, governance of ITSM practices, customer experience, change management, vendor relations, and enabling technology adoption and adoption metrics across the ITS division.
Required Qualifications
- Degree in business management, operations, technology management, or related discipline
- Experience leading IT support/service delivery teams in a complex, multi-site organization
- Hands-on ITSM expertise (ITIL) and ability to design/optimize Service Request, Knowledge, Service Level, and Catalogue Management
- Experience with ITSM platforms (ServiceNow, BMC, Freshservice or similar)
- Strong stakeholder management, communication skills, and ability to partner with HR, Facilities, vendors
- Ability to balance operational priorities with strategic goals and drive continuous improvement
- Experience supporting organizational change and cross-functional collaboration
- Bachelor’s degree; master’s degree considered an asset
- Willingness to travel across campuses in Canada
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