Director, Service Operations, IT Services

Director, Service Operations, IT Services

At the leading edge of new thinking and discoveries, Queen’s is the first choice for many top students and a source of great pride and attachment for its alumni, many of whom are notable figures in their professions and communities. Queen’s overarching goal is to ensure that it remains a university recognized equally for its research excellence and its transformative learning experience. One of Canada’s most-recognized universities, Queen’s is a full-spectrum, research-intensive university (member of the U15 group of Canada’s leading research-intensive universities) and is one of Canada’s oldest medical/doctoral universities.  Firmly focused on Canada’s future, Queen’s consistently offers leadership and guidance on the subjects that matter: arts, science, humanities, social sciences, healthcare, law, education, governance and policy, engineering and business. The University has a fully integrated network of six libraries and is also home to several outstanding artistic hubs including the Agnes Etherington Art Centre, The Isabel Bader Centre for the Performing Arts and the Dan School of Drama and Music. 

Located in historic Kingston on the traditional lands of the Haudenosaunee and Anishinaabe peoples, Queen’s boasts an array of heritage limestone buildings and cutting-edge facilities. Equi-distant from Toronto, Montreal and Ottawa, where the St. Lawrence meets Lake Ontario and the Rideau Canal (a UNESCO World Heritage site), Kingston is a stunning city that consistently ranks as one of the best places to live in Canada. Kingston’s community-minded citizens enjoy an outstanding quality of life enhanced by superb intellectual, cultural and recreational opportunities and supported by excellent health and educational services. Kingston is a boater’s paradise with boating activities of all kinds, including Able Sail, which has programs offering recreational, competitive, and Paralympic sailing instruction for persons with disabilities. 

Queen’s is a leading employer and an integral part of the Kingston community, with over 8,000 faculty and staff, and a student enrolment of over 24,000, including a growing number of Indigenous and international students. Students originate from more than 110 countries, and every Canadian province and territory. 

Under the leadership of the new Chief Information Officer and Associate Vice-Principal, Information Technology Services (CIO & AVP (ITS), and guided by the new IT Services Operating Plan, Queen’s has embarked on an ambitious IT transformation – engaging the Queen’s community as a strategic partner in the development of a common vision for IT.   By refocusing IT Services to deliver and support a well-defined, business value driven service portfolio it will be able to optimize IT performance and security, balance innovation and standardization, and maximize efficiency (cost savings) while still preserving desired faculty and departmental information and technology autonomy. 

In order to deliver on the goals and objectives of the operating plan, IT Services is adapting its organizational structure to be more customer-centric and service-oriented.  Four new Director roles have been created: Director, Strategy and Architecture; Director, Solution Development; Director, Service Operations; and Director, Operational Oversight. These Directors, along with CIO & AVP (ITS), form the new senior leadership team of IT Services.

As Director, Service Operations, you will be responsible for providing ongoing management, maintenance and support of the University’s shared IT services, solutions and technology assets and for transitioning new capabilities into production. In this role, you will lead the Services Operations team comprised of the Service Support Centre, Classroom Service Support, Service Operations Centre, Infrastructure Services (Networks and Systems), Application Services (Collaboration and Access, Enterprise Applications, Application/Web Hosting and Desktop Management).

You are an accomplished senior technology leader, preferably with a graduate degree. You are capable of leading both strategically and tactically to empower and inspire team members to relentlessly pursue the department goals and deliver first-rate services. A customer-centric champion, you are able to adapt to a continually evolving higher education environment and thrive in an autonomous and dynamic workplace.  You possess a strong understanding of ITIL fundamentals and IT services management (ITSM) best practices and are attuned to business and technology trends.  You value the contributions of a diverse workforce, and have built teams that reflect these values. With your presence, ability to engage people and lead operations, you are positioned to make an impact in one of Canada’s leading universities during a pivotal time in its technology development.

Queen’s offers a competitive base salary, an attractive vacation plan, and a full range of benefits including a pension plan. In this role, you will have access to professional development opportunities, tuition support and assistance, and a child care support plan.

The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible/racialized minorities, Aboriginal/Indigenous peoples, persons with disabilities, and LGBTQ+ persons. All qualified candidates are encouraged to apply; however, in accordance with Canadian immigration requirements, Canadian citizens and permanent residents of Canada will be given priority. The University will provide support in its recruitment process to applicants with disabilities, including accommodation that takes into account an applicant’s accessibility needs. If you require accommodation during the interview process, please contact : Mary Kemp, Director, Operational Oversight, IT Services,; 613-533-2059.                 

Please forward your application (letter and resume) to Louise Sidky (416) 572-7658 or Richard Myron at Sidky Myron & Associates, Davisville Centre, 1920 Yonge Street, suite 200, Toronto ON M4S 3E2, via email at   All responses will be acknowledged.