Client Services Manager (UBC Health)

TL;DR

Client Services Manager (hirify.global Health): Lead delivery, implementation, and operation of a campus-wide technology service across hirify.global Health with an accent on integrated IT service management, enterprise governance alignment, and cybersecurity/privacy requirements. Focus on translating client needs into service requirements and portfolio directions, managing escalations, and driving performance measurement for complex mission-critical academic and clinical environments.

Company

hirify.global provides technology services and engagement through its Office of the CIO to support the university community.

What you will do

• Lead analysis and delivery of campus-wide IT services within the hirify.global Health portfolio, translating client needs and hirify.global IT strategy into service requirements and portfolio directions.
• Develop business and implementation plans, policies, standards, and budgets for IT projects and solutions.
• Coordinate provisioning of enterprise services and ensure customer-driven direction across hirify.global Health and Faculty of Medicine units.
• Respond to client escalations, analyze issues, and drive timely corrective actions.
• Monitor and evaluate service quality using performance information, metrics, and reports; ensure contractual obligations and goals are met.
• Assemble project teams and collaborate with vendors, internal stakeholders, and embedded IT units to plan and deliver the IT services portfolio.

Requirements

• Undergraduate degree in a relevant discipline.
• Minimum 8 years of related experience, including at least 2 years of managerial experience (or equivalent education and experience).
• Ability to work independently and manage interdependencies with senior IT leadership, faculty leadership, and embedded IT teams.
• Strong understanding of IT operations and IT service management (preferred) and ability to apply IT governance, cybersecurity, and privacy-aligned service design.
• Experience building relationships and consulting with senior client stakeholders to understand expectations and requirements.
• Experience managing complex service portfolios and matrixed teams (preferred).

Nice to have

• Experience in academic health or healthcare environments.
• Experience with enterprise governance and shared services.
• Experience supporting digital transformation.
• Experience managing matrixed teams and complex service portfolios.
• Experience mentoring and coaching staff; facilitation and conflict resolution skills.

Culture & Benefits

• Ongoing work in a highly complex, mission-critical academic, clinical, and research environment.
• Collaboration across university leadership, IT management, embedded IT teams, and contracted vendors.
• Focus on equity, diversity, and inclusion, including commitment to enhancing personal awareness and skills.
• Full-time salaried role with a defined compensation range.

Hiring process

• Applications accepted until 11:59 PM on the posting end date (June 17, 2026).
• Interviews and evaluation of managerial experience, service delivery/IT service management background, and stakeholder collaboration skills.

Location: hirify.global Vancouver Campus - Vancouver, BC, Canada

Salary: $9,859.25 - $15,380.75 CAD Monthly