At Sheridan, technology intersects with people every day — on campus in classrooms, residences, and offices, and online — and the quality of that experience shapes how our community learns, teaches, and works. We’re looking for a senior leader who is energized by that responsibility, passionate about service excellence, and ready to elevate how IT shows up across the institution. Reporting to the Associate Vice President and Chief Information Officer (AVP and CIO), the Director – IT Client Services provides strategic leadership for Sheridan's client-facing IT services, ensuring a consistently positive service experience for students, faculty and staff.
The Director is accountable for the development, governance, and continual improvement of IT's Service Management framework. This includes defining and monitoring service performance measurements, driving continual service improvement efforts, enhancing self-service capabilities, and ensuring that IT service management processes are adopted consistently across both central and distributed IT teams. The Director leads efforts that ensure the alignment and integration of service management processes in IT with other College services units (e.g. Student Service Hub, HR, Facilities Services, and others).
Leading the IT Service Desk and IT Campus Operations teams, the Director ensures effective and efficient day-to-day service delivery, campus presence, and operational readiness, including workforce planning, coaching and performance management, vendor/contract oversight, and the leadership of major incidents and escalations. The role also leads service delivery in a federated environment by building strong collaborative relationships with faculty and departmental technical teams, providing functional direction on service standards, shared toolsets, and joint service improvement initiatives.
What You’ll Be Doing
- Providing strategic leadership and administration of the IT Service Management and IT Client Services portfolio, ensuring the adoption of industry standards and best practices for service management, excellence, and shared technology governance.
- Developing strategic roadmaps for IT service management processes, and functions that support the Sheridan community and its strategic goals, collaborating with various departments and stakeholders to implement IT service solutions.
- Staying informed on emerging IT service management trends, proposing governance models, preparing strategic plans in coordination with the CIO and Director – IT Strategy and Security, and re-engineering IT processes for efficiencies.
- Managing the IT services lifecycle, ensuring the delivery of IT Support Catalogue services through uniform practices, directing IT support teams, defining service success metrics, leading change management initiatives, and developing systems for sustainable support operations.
- Overseeing and managing Sheridan's administrative and academic computing environment.
- Developing standards for end-user technology, processes for application deployment, and governance committee terms.
- Evaluating technological trends, supporting curriculum development through technology adoption, and ensuring the delivery of configurations and applications across all user technology.
- Modernizing the integration of user technology with infrastructure, understanding Sheridan’s strategic and educational processes, and analyzing technology options to support business processes.
- Collaborating with academic and administrative leaders and developing long-term strategic plans for IT services, in collaboration with the Director - IT Strategy and Security and in partnership with the CIO.
- Providing IT Service Management leadership across Sheridan and, in collaboration with IT’s Project Management Office, ensuring the successful transition of projects into operations of major IT initiatives while ensuring continual improvement lenses on newly established services.
- Ensuring the Sheridan community is well-informed and engaged throughout these initiatives, and developing the support structures, knowledge resources, and adoption activities required to sustain new and changing services.
- Providing leadership and direction to the IT Services teams.
- Ensuring adherence to policies and procedures, including regulatory compliance.
- Managing budgets and funding agreements in collaboration with the Senior Manager – IT Finance and Business Operations for technology and services delivery and optimizing financial performance and resource allocation to meet revenue and expense targets.
- Promoting effective team and portfolio planning; maintaining a high level of team performance and professional capacity through effective hiring, development, mentoring, workflow/goal setting, engagement and ongoing performance management.
- Fostering and enhancing internal and external IT partnerships including contract management with external vendors and negotiations.
- Collaborating with higher educational institutions to establish strategic service delivery partnerships and representing Sheridan at conferences.
- Leading innovative case studies and reporting on the state of services and technology to governance groups; identifying potential partnership opportunities, promoting Sheridan as a prospective partner, and engaging in partnership-related activities.
- Leading and directing communication strategies and knowledge management processes.
- Designing and developing new communication strategies and channels tailored to the needs of the current audience.
- Developing functions responsible for consistent, repeatable, and sustainable communication through established channels.
- Performing other duties as assigned.
About You
You have the skills and knowledge to work with an increasingly diverse student and staff population as well as a proven commitment to anti-oppression, equity, and inclusion.
You bring broad knowledge and understanding of current information and communication technologies and their relation to College business and academic strategic objectives.
You bring demonstrated experience with advising and influencing various stakeholders, including senior management.
You translate complex IT and service concepts into clear, compelling messages that resonate with students, faculty, staff, and senior leaders alike.
You demonstrate exemplary time management and organizational skills to effectively manage multiple, concurrent projects that vary in size, scope, complexity and duration.
You lead with intention – building strong teams, supporting the growth of your team members, and creating conditions where people do their best work.
The successful candidate will also meet the following qualifications:
- 4-year Bachelor’s degree or 3-year diploma/degree with a post graduate certificate in Information Technology, Business Administration or another related field.
- 9-years of Extensive and broad experience and knowledge of current information systems (e.g. communication, end user and consumer technologies) and their relation to Sheridan business and academic strategic objectives(equivalencies to be considered)
- Must have ITIL 3 Practitioner or ITIL 4 Managing Professional – or achieve certification within 6 months of hire
- The following certifications are desired:
o Project Management Certification (PMP, PRINCE2, Agile, etc.)
o COBIT (Control Objectives for IT) – Management and Governance of IT
o Lean/Six Sigma
- Must have maintained current technical proficiency (skills and knowledge) through professional activities and/or additional formal training in technology, customer service, business.
- Must have experience with various desktop applications to prepare reports, budgets, project plans, and presentations
- Must have leadership and performance management experience; teambuilding and mentoring/coaching.
- Must have thorough understanding and significant experience with RFPs and other processes for acquiring technology and with lease negotiation and management; high level negotiating skills required to secure the best contracts with vendors and partners
Who We Are
Every member of the Sheridan community is passionate about the transformational role we play in people’s lives. Our strategic plan, Sheridan 2027: Forging the Future (https://www.sheridancollege.ca/sheridan2027), charts a path towards a new ground-breaking model of higher education that reshapes post-secondary education and better prepares students for the future. We are committed to demonstrably advancing equity, diversity, and inclusivity. Diversity is our strength and fuels our commitment to excellence. Across our campuses, we’re making meaningful strides towards developing an equitable and inclusive community.
- For more information, visit: Why Work at Sheridan
Other Details
Faculty/Department: Information Technology Department
Primary Work/Campus Location: Trafalgar (may be assigned activities at any Sheridan campus)
Work Categorization: Hybrid Position | On-site at least 3 days/week
Reference #: J0426-0910
Employee Group: Administrative
Type of Vacancy: This is a replacement position
Payband: NO
Salary Range: $126,723 - $158,403
Application Deadline: June 5, 2026
First Nations peoples have lived on this part of Turtle Island for millennia, stewarding the land, the water and all that contributes to life in this region. Today, the culture and presence of First Nations, Inuit and Metis peoples enrich the lands and people of this territory.
Over two centuries ago, the Mississauga people welcomed settlers to this territory, providing sustenance and engaging in trade and commerce. Between 1781 to 1820, eight treaties were signed with the Mississaugas of the Credit First Nation who opened their territory to settlement. Today, Sheridan campuses are located on Treaty 14, also known as the Head of the Lake Purchase of 1806 and Treaty 22 and 23 of 1820.
Treaty history is foundational, and it is our collective responsibility to honour the land, as we honour and respect those who have gone before us, those who are here and those who have yet to come. We are grateful for the opportunity to be learning, working and thriving on this land, and we commit to learn the truth and be active in the process of reconciliation.
Sheridan values the diverse and intersectional identities of its students, faculty, and staff. Sheridan regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. Sheridan seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from qualified candidates who have been historically disadvantaged and marginalized, including those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.
Sheridan will provide job applicants with accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. To request accommodation, please contact Human Resources.
You may be asked to provide copies of your educational credentials at the time of interview. Upon hire, we require official confirmation of educational credentials and Canadian equivalency assessments, if applicable.
