Director, IT Service Experience

 Who we are

At Yorkville University and Toronto Film School, we believe education is more than the pursuit of knowledge -  it is a catalyst for transformation. Our mission, grounded in democratizing education, is to create access for learners from every background and empower them to achieve their aspirations and advance their careers.

We are committed to delivering rigorous, flexible programs that are both personally fulfilling and professionally rewarding, while contributing to the betterment of society. Since 2004, Yorkville has been among Canada’s few private, for-profit, fully accredited degree-granting universities, with campuses in Ontario, British Columbia, and New Brunswick. Together with Toronto Film School, we offer creative and academic pathways at both the college and university levels, cultivating a multidisciplinary environment where innovation and the arts converge.

Our community is vibrant and diverse. Many of our learners are adults balancing education with careers and personal commitments. Every member of our team -  whether in teaching, operations, or technology - is dedicated to removing barriers and expanding access. Together, we deliver flexible, industry-informed learning that leads to meaningful opportunities. 

At our core is human connection - guiding people to reimagine their futures in a community defined by opportunity, creativity, and growth.

Who we need

Reporting to the Chief Information Officer and serving as part of the Information Technology Services Senior Leadership Team, we are hiring a Director, IT Service Experience for a 13-month contract to cover a maternity leave. As the new Director, IT Service Experience, you will lead the teams, processes, and service strategies that shape the day-to-day technology experience for students, faculty, and staff across Yorkville University. You will oversee the IT Support function, including the Service Desk, onsite support, and technology adoption initiatives, while driving IT Service Management best practices, customer experience improvements, stakeholder communications, and operational excellence across a complex, multi-campus environment. This is a highly visible leadership role focused on strengthening service delivery, leading through organizational change, and ensuring ITS continues to deliver responsive, people-centred support across the organization.

This is an existing full-time role, working  4 days on-site and 1 day remotely at 85 Richmond Road with travel required between campuses across Ontario.

What’s in it for you 

Impact. You will help shape the technology experience for students, faculty, and staff across a national post-secondary institution. Your work will directly influence service delivery, operational effectiveness, and how technology supports the broader Yorkville University community through a period of organizational change and growth.

Leadership. You will lead geographically distributed IT support teams across Canada, overseeing service delivery, technology adoption, and day-to-day operations within a complex, multi-campus environment. This is an opportunity to mentor leaders, strengthen team performance, and foster a customer-focused culture grounded in accountability, communication, and collaboration.

Transformation and exposure. You will step into a fast-paced environment at a time of operational evolution, including campus and workplace changes, cross-functional initiatives, and ongoing service improvements. You will partner closely with senior leaders, business stakeholders, vendors, and operational teams, gaining broad exposure across both technology and the wider organization. 

As our new Director, IT Service Experience you will

• Lead service delivery. You will oversee the day-to-day operations of the IT Support function, including the Service Desk, onsite support, and technology adoption teams across multiple campuses and locations in Canada. You will ensure students, faculty, and staff receive responsive, effective, and customer-focused support while balancing operational priorities, escalations, service delivery expectations, and departmental budget responsibilities.
• Coach and develop teams. You will lead, mentor, and support supervisors and frontline IT professionals, fostering a collaborative, accountable, and service-oriented culture. You will strengthen team performance, support leadership development, and help create an environment where communication, adaptability, and continuous improvement are valued.
• Drive IT Service Management excellence. You will oversee and enhance ITSM practices across the ITS division, including Service Request Management, Knowledge Management, Service Level Management, and Service Catalogue Management. You will establish and maintain policies, procedures, standards, and reporting practices that improve consistency, operational effectiveness, and the end-user experience.
• Partner across the organization. You will collaborate with ITS leadership, business stakeholders, HR, Facilities, vendors, and operational teams to support organizational initiatives, campus changes, and evolving technology needs. You will also lead stakeholder communications and escalation management, ensuring transparency, professionalism, and strong relationship management across the organization.
• Support technology adoption and continuous improvement. You will oversee technology enablement initiatives, communication campaigns, training resources, and user engagement strategies that support adoption of new and existing technologies. You will use metrics, stakeholder feedback, and operational insights to identify opportunities for service enhancements and continuous improvement across the ITS division.
• Lead operational readiness for campus and workplace transitions. You will play a key leadership role in supporting upcoming campus and workplace changes, including the planned YU ON move to 120 Bloor. Working closely with Facilities, ITS leadership, vendors, business stakeholders, and campus teams, you will help ensure technology readiness, onsite support planning, equipment planning and deployment, communication coordination, and a seamless experience for staff, faculty, and students throughout the transition.

What you bring

• The leadership experience. You have experience leading IT support, service delivery, or end-user services teams within a complex, multi-site organization. You bring strong people leadership capabilities, including coaching and developing managers or supervisors, driving accountability, and fostering a collaborative, customer-focused team culture. You are comfortable balancing operational demands with strategic priorities in a fast-paced, evolving environment.
• The ITSM expertise. You have hands-on experience with IT Service Management principles and frameworks, ideally grounded in ITIL best practices. You understand how to build, optimize, and sustain processes related to Service Request Management, Knowledge Management, Service Level Management, and Service Catalogue Management. You also have experience working with ITSM platforms such as ServiceNow, BMC, Freshservice, or similar systems.
• The operational and stakeholder management skills. You can manage competing priorities, operational escalations, vendor relationships, and service delivery expectations across multiple teams and locations. You have experience supporting organizational change initiatives and working cross-functionally with business leaders, HR, Facilities, vendors, and technical teams to ensure alignment, communication, and a strong end-user experience.
• The communication and customer service mindset. You are an effective communicator who can build trust across all levels of an organization. You know how to translate operational and technical information for different audiences, manage sensitive or high-priority issues professionally, and foster a service-oriented approach grounded in empathy, responsiveness, and accountability.
• The education and technical foundation. You have a degree in business management, operations, technology management, or a related discipline. A master’s degree would be considered an asset. You bring a strong understanding of enterprise IT environments and may also offer exposure to infrastructure, end-user technology operations, or broader IT service delivery functions.

Why work at Yorkville University?

At Yorkville University and Toronto Film School, we are united by a shared purpose: placing the student experience at the heart of everything we do. Whether you are teaching, designing curriculum, advising students, advancing technology, or supporting operations, your work directly fuels learning potential, strengthens inclusive communities, and fosters purposeful curiosity.

Here, professional growth is part of our culture. In your role, you will have opportunities to help the launch of career-relevant programs, expand your expertise, and access tuition-free courses across our institutions - from certificates to master’s degrees. Curiosity, initiative, and innovation are encouraged, and your ideas can move from vision to reality.

Our scale offers the best of both worlds: the reach and stability of a national institution combined with the agility of a mid-sized organization, where contributions are visible and valued. You will be part of a diverse and inclusive community where authenticity is celebrated, collaboration is expected, and impact is shared -  on students, colleagues, and your own professional journey.

At Yorkville and Toronto Film School, your work does more than make a difference. It empowers others to achieve their possible, while giving you the opportunity to realize yours.

Compensation philosophy

At Yorkville University and Toronto Film School, we believe compensation should be fair, straightforward, and supportive of your growth. Our salary ranges reflect progression from learning in the role to excelling, with each offer based on skills, experience, and role complexity.

This position offers a minimum annual salary of $100,000, a midpoint of $115,000, and a maximum of $120,000. Established hires typically start near the midpoint, while the upper range is reserved for those with deep expertise and sustained contributions. Offers below the midpoint recognize strong potential with room to grow.

We strive for equitable, consistent pay, though rates may vary within the same role based on performance, specialized knowledge, and impact.

We welcome conversations about compensation throughout the hiring process.

Join us

We welcome and appreciate candidates with a range of backgrounds and experiences. If you have 70% of the qualifications we seek, express your interest. 

What you can expect from our hiring process:

• A virtual interview with a Talent Advisor discussing your interest in the role and your experience. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview.
• An in-person the current Director, IT Service Experience. This conversation will focus on your people leadership approach, experience leading IT Service Management initiatives, managing geographically distributed support teams, navigating organizational change, and balancing operational excellence with a strong end-user experience.
• A final virtual interview with the Chief Information Officer and with key stakeholders from HR and the broader business. You will discuss your communication and stakeholder management approach, your ability to partner across teams and functions, and how you lead through change, service improvements, and evolving operational priorities.

Diversity, equity, and inclusion are critical components of life at Yorkville University and Toronto Film School, and we are committed to making these values an integral part of our culture. We encourage applications from all qualified applicants, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), people from the Lesbian, Gay, Bisexual, Transgender, Transsexual, Queer, Questioning, Two-Spirit, Intersex, Asexual + (LGBTQ2SIA+) community and other equity-seeking groups.

Yorkville University is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability, please notify Human Resources at 1-877-429-4029.

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