{"id":1262342,"url":"https://alion.io/job/fanshawe-college-director-client-technology-services","title":"Director, Client Technology Services","company":{"id":1049152,"name":"Fanshawe College","domain":"fanshawec.ca","url":"https://alion.io/company/fanshawec","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":119646,"max":170442,"currency":"CAD","period":"year","gross":null,"usd_annual":119729},"salary_estimate":null,"experience_years_min":9,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-09-25T20:53:44Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-18T05:33:42Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"If you are a current Fanshawe College employee, please apply to jobs directly through Workday. Do not apply on the external career page. \nInterested in growing your career at Fanshawe College?\nFanshawe College thrives because of its people. We foster a culture of excellence and see opportunities to turn potential into impact. Leading with empathy, belonging, unity, learning and courage, we guide the learning journey of our students, ensuring they are ready for work and life, today and tomorrow.\nWorking at Fanshawe College\nFanshawe College is committed to the principles of hybrid work and may offer this option to employees whose work can be performed in an alternate location, without adverse impact to the operations of the College, inclusive of our Student and Staff experience. Confirmation of hybrid work options available to you will be clarified upon hire and may be subject to change based on the duties required of your position. Successful candidates will be required to perform work within Ontario and must be available to work on campus, as required.\nPosting Closing Date:\nOctober 18, 2026Campus Location:\nLondon, ONDepartment:\nITS1 Information Technology ServicesEmployment Group:\nAdministrativePay Details:\n$119,646.00 - $170,442.00 SalaryWorker Sub-Type:\nRegularTime Type:\nFull timeRemote Type:\nIn-PersonContract End Date:\nHours of Work per Week:\n37.5Job Description:\nNote: 1 vacancy available. This position is deemed a critical replacement vacancy.\nWork Mode: This is an in-person position that requires on-site work five days per week.\nWhy this Role is Important \nReporting 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.\nThe 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.\nThe 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.\nThe 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.\nHow You’ll Make an Impact \nStrategic Service Leadership and Transformation\nSets 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.\nDevelops and executes multiyear service, lifecycle, capital, investment, and modernization roadmaps aligned with College strategy and academic, administrative, accessibility, cybersecurity, sustainability, and continuity requirements.\nEstablishes College wide standards for end user devices, learning spaces, computer labs, specialized academic environments, audiovisual systems, media equipment, and related services.\nPrioritizes investments using equipment age, condition, utilization, service performance, academic impact, accessibility, security, supportability, risk, and total cost of ownership.\nReduces 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.\nPilots and evaluates emerging technologies before broader adoption and ensures new solutions can be supported sustainably throughout their lifecycle.\nCoordinates technology requirements for construction, renovation, capital renewal, and learning space projects and oversees concurrent projects within approved scope, priorities, budgets, standards, and governance.\nEstablishes 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.\nDevelops 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.\nCreates 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.\nPortfolio Leadership and Stewardship\nDefines services, service owners, service standards, performance measures, support models, and escalation paths and maintains a coherent service catalogue across the three service domains.\nEnsures 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.\nUses 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.\nAssesses 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.\nClarifies 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.\nLeads 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.\nSupports 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.\nDevelops 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.\nEstablishes 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.\nUses 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.\nEstablishes 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.\nPerforms other related duties as assigned\nWhat You’ll Bring \n4-year degree in information technology, business, education technology, or a related discipline\nMinimum 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\nAn equivalent combination of education and experience may be considered\nExperience leading a multiservice technology environment is required\nDemonstrated 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\nKnowledge 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\nDemonstrated ability to communicate complex service, risk, cost, and investment matters clearly to senior academic and administrative leaders\nIn-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\nCurrent ITIL certification at the Foundation level or higher is preferred\nAn equivalent recognized IT service management certification or substantial practical experience applying ITIL based service management practices would also be considered an asset\nWhat This Opportunity Offers\nComprehensive 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. \nVacation: Enjoy paid time off and benefit from a scheduled holiday closure that offers additional rest and time with family during the winter season \nTuition & Professional Development: Continue your learning journey - eligible employees and their dependents can take select Fanshawe programs or courses at a reduced cost \nInclusive, 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. \nReady to Apply? \nIf 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. 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