Client Services Manager, UBC Health

Benefits

Additional Information

Staff - Non Union Job Category M&P - AAPS Job Profile AAPS Salaried - Information Systems and Technology, Level E Job Title Client Services Manager, UBC Health Department OCIO | Engagement Services - Academic Compensation Range $9,859.25 - $15,380.75 CAD Monthly The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job. Posting End Date June 17, 2026 Note: Applications will be accepted until 11:59 PM on the Posting End Date. Job End Date Ongoing At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. Job Summary The Engagement Services unit in the Office of the CIO engages the UBC community by bringing together functional and technical expertise to define and implement practical, strategic customer-oriented services. It acts as a liaison between UBC IT/OCIO and client groups, identifies opportunities, manages escalations, and plays a key role in maintaining brand integrity and best practices in service design and delivery. The Client Services Manager, UBC Health leads the delivery, implementation and operation of a campus-wide technology service and provides management of information technology services within UBC Health and the Faculty of Medicine. The role is responsible for ensuring coordinated, integrated, and high‑quality delivery of digital services aligned with enterprise governance, cybersecurity, privacy, and shared service. The Client Services Manager develops UBC and Faculty business and project plans, requirements, and budgets to ensure the successful implementation and operations of integrated, cost-effective IT services. This role is responsible for providing broad overall management of UBC IT's services within the UBC Health portfolio and acting as their single point of contact for IT services, delivered by UBC IT, and embedded IT within the units (e.g. Digital Solutions) including obtaining and supporting services, analyzing business needs to develop overall strategies to support client goals; and developing and reporting on performance measurements. This position will support the UBC Health portfolio which entails a highly complex, mission‑critical academic, clinical, and research environment spanning the Faculty of Medicine, Pharmaceutical Sciences, Dentistry, Nursing, UBC Health and other units. Organizational Status The Client Services Manager interacts with senior staff and faculty across the University in such as Dean, Associate Dean, Director, as well as IT managers and staff in the various faculties and units. Within UBC Information Technology, the Client Services Manager works at a senior level, reporting to Associate Director, Engagement Services. Actively participates as a member of the UBC IT Services Group leadership team. This position has interdependencies with: UBC IT Infrastructure group, UBC IT Client Services Group, UBC IT Project Office, UBC IT Strategy group, UBC IT Human Resources groups, UBC IT Finance groups, Unit IT Groups, senior members of departments and faculties, other IT groups on campus and selected vendors providing ongoing contracted services to UBC IT. Work Performed Specific Duties: Develops a solid understanding of individual Faculty and Administrative units environment and priorities; applies this knowledge to the development of technology solutions. Produces and reviews service level commitment performance reports, analyzes results; Identifies issues and takes appropriate actions to resolve. Responds to client escalations and follows up to ensure timely resolution. Analyzes issues and takes appropriate corrective action. Consults with senior members of the client organization to understand expectations and requirements. Coordinates the provisioning of enterprise services, ensuring customer-driven direction. Core Duties: Leads the analysis of a campus-wide technology service or information technology services within a defined portfolio, translates client organizational needs and UBC s information technology strategy into service requirements and portfolio directions, and makes recommendations for optimizing resources and delivery of services. Leads the development of business and implementation plans, policies, standards, and budgets for projects and information technology solutions. Identifies implementation options, evaluates risks, benefits, complexity and flexi