Director of Client Services

Manitoba Liquor and Lotteries
Job Description
Full Time Employment Opportunity
Manitoba Liquor & Lotteries is recruiting for a Director of Client Services. MBLL is a Crown Corporation of the Province of Manitoba and offers an excellent Benefits & Pension package.
Reporting to Chief Information Officer, the Director of Client Services is responsible for the planning and delivery of IT Client Services including: Client Account Management; Program Management; IT Metrics and Analytics; Service Desk; and Quality Assurance.
The position works with other areas within the organization to plan and deliver information systems that best reflect both the needs of the business and service units.

  • Lead the development and implementation of a comprehensive service level management framework for MBLL.
  • Oversee the establishment of effective client account management and program management functions, establishing and strengthening linkages and partnerships with all users of information technology.
  • Lead the development and implementation of customer-focused IT metrics and analytics that are relevant, objective and reported in a timely manner.
  • Direct the provision of effective and efficient Service Desk functions.
  • Oversee the development and maintenance of quality assurance standards and processes to ensure technical function and regulatory compliance.
  • Participates in the development of a long term ITS strategic plan for the technology and architecture required to support the organization’s current and future business requirements.
  • Lead the development and implementation of strategic, tactical and operational plans, program elements, goals and objectives, and priorities for the component units of the section. Ensures that these plans are in alignment with, and advance, the long term ITS strategic plan.
  • Develop and clearly articulate strategic actions to sustain a climate of achievement and efficiency in the workplace. Explore implications of strategic organizational direction with staff.
  • Ensure that strategic actions are aligned with organizational values.
  • Commit to setting goals, achieving quality results and creating a work environment focused on accountability, responsibility and action.
  • Recognize, analyze and solve problems across projects and in complex situations.
  • Demonstrate consistent and visible support for change, and clearly communicate the vision for what it will accomplish.
  • Help remove organizational barriers to change success.
  • Encourage a climate that supports diversity.
  • Performs other duties as assigned.
Primary Qualifications:
  • A post-secondary degree or diploma in computer science, business planning or an IT related discipline, or an equivalent combination of education, certification and experience.
  • Training in human resource management, financial management, project management and service management (ITIL).
  • Intermediate skills in Microsoft Office (Word, Excel and Outlook).
  • A minimum of twelve (12) years in an information technology environment, with significant experience in a senior planning role, and experience in service level management, client relationship/business relationship management, and IT service delivery. The last four (4) years should be in a management position.
  • Experience in long term planning, budgeting, performance monitoring and the implementation of operational programs.
  • Work experience demonstrating achievement of efficiencies, strong leadership and organizational skills, adoption of best practices, strong initiative and ability as a self-starter, and strong human resource management skills.
  • Currency with, and demonstrated conceptual understanding of, leading edge technology options.
  • The core competencies for this position include achieving quality results, adaptability/managing change, communication, customer service, decision making and problem solving, integrity and building trust, teamwork and cooperation and valuing diversity. Leadership competencies include building strategic performance, coaching and developing, influencing and leading. These competencies are deemed important for the success of the position and organization.
Secondary Qualifications:
  • Bilingual (French/English) language skills.
  • A Project Management Professional (PMP) designation and ITIL certification.

Salary: $45.20-$60.95
Bargaining Unit: Exempt
Location: Milt Stegall Drive

Individuals should apply by completing our online application form at or by submitting a resume and application to:
Mail: Human Resources
1555 Buffalo Place
Winnipeg, Manitoba R3C 2X1

All applications are due by: February 20, 2018.
We thank all interested applicants, however, only those selected for interviews will be contacted.