Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Information Systems and Technology, Level E

Job Title

Cybersecurity Systems Support Manager

Department

OCIO | Enterprise Identity & Access Management

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

April 6, 2026

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

This position is subject to the satisfactory completion of required background checks

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 CISO Office Cybersecurity Systems Support (CSS) team operates as a shared cybersecurity service platform, designing and operating shared security capabilities across the university. CISO office is seeking a Cybersecurity Systems Support Manager to provide day to day operational oversight of cybersecurity systems and services delivered by the CSS team. The scope encompasses ensuring that shared security tooling, services, and operational procedures are consistently adopted across UBC Lines of Business. The CSSM will ensure that security tools themselves as well as the processes to utilize them are current and leveraged by all units across UBC. The CSSM will ensure resources are properly allocated and aligned with business needs, service delivery standards, enterprise architecture standards and any project-related exceptions are managed in an informed manner.

The Systems Support Manager builds and maintains a technically-focused relationship with customers and projects by gaining a deep understanding of their requirements, and the creation of a complementary service management framework to ensure standardized and consistent service delivery to clients across UBC. The Systems Support Manager is responsible for the harmonization of service management processes between operations and project teams.

Organizational Status

The position reports to the Associate Director, Cybersecurity Service Delivery and Access Management. The Systems Support Manager is a member of the CISO leadership team. The Systems Support Manager manages service delivery through a mix of direct and indirect subordinates such as System Support Analysts and Business Analyst.

Work Performed

Specific Duties:

• Responsible for the development, management, and continuous improvement of an IT service management framework to support the execution of the CSS team mission and mandate.

• Champion for the adoption of cybersecurity best practices and a security first culture within UBC IT and other Lines of

  Businesses.

• Responsible for the successful running of key processes including Incident, Problem, Change, Configuration, Capacity and Availability management.

• Responsible for defining key service metrics to measure performance, guide continuous improvement and demonstrate alignment with business objectives.

• Collaborate with Customer Service Managers and Partnership Managers to ensure Service Level Agreements, Underpinning Contracts and other agreements align to service delivery abilities and ensure client’s needs are met.

• Responsible for project planning and management of cybersecurity systems and service initiatives across CSS capability domains.

• Oversee the capacity planning for services to ensure appropriate room for growth whilst maintaining services within annual operating budgets.

• Responsible for the management and resolution of incidents, problems and issues that arise within the course of service delivery, through delegation, direction, oversight and communication with all levels of the organization.

• Champion continuous improvement of services and processes, and guide and shape service offerings to align to client’s needs.

• Manage service relationships with UBC IT, UBC as a whole and other external stakeholders.

• Responsible for the execution of invoicing of cost recovery services and responsible for the payment of invoices to vendors for services used.

• Leads and delivers several operational projects on time, on budget and with minimal customer impact.

Core Duties:

• Works with business partners and/or IT leadership to understand and anticipate business and IT project needs of a reporting unit.
• Develops strategies, operating plans, performance measures/targets for a reporting unit and leads the day-to-day delivery of its programs, services and activities.
• Administers unit budget and ensures for cost efficiencies.
• Develops, implements, and ensures adherence to procedures, methods, standards and controls to foster operational efficiency, monitor compliance, mitigate risks, and achieve unit results.
• Negotiates for, sources and obtains financial, physical, or human resources to support short- term projects and programs.
• Develops and implements innovative service, business solutions, and programs, provides technical leadership and oversight on projects, and collaborates with others on integrated solutions and initiatives across other administrative/academic areas.
• Develops influential working relationships across the organization, including with internal and external key customers and stakeholders.
• Develops, mentors, and manages reporting support analyst, developers, professionals and other staff including selection, training, coaching, performance management and all other people practices.
• Manages the staff performance assessment process. Reviews performance assessment feedback and conducts regular meetings with direct reports and all staff.
• Provides career planning advice to staff and creates development plans to help staff achieve their career goals including assigning work which leverages their skills and capabilities and provides them with opportunities for learning.
• Manages performance concerns and disciplinary action in collaboration with HR and, where applicable, a Senior Manager or Director.
• May provide or provides guidance to application architects and senior developers on more complex performance concerns and disciplinary actions.
• Anticipates and analyzes trends in technology and assesses the impact of emerging technologies on the business.
• Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
• Performs other related duties as required.

Consequence of Error/Judgement

Responsible for the creation and ongoing adherence and continuous improvement of service management framework and delivery of services. Work requires judgment and initiative. Errors and service outages will have a significant impact on the delivery of UBC” S core education programs and business operations.

Supervision Received

Works with complete latitude within general policies and an administrative framework. Reports to Sr Manager for Cybersecurity Systems Support and Identity Management. Work is reviewed in terms of achievement of specific objectives.

Supervision Given

Manages core technologies team directly and indirectly through subordinates in a matrix structure across multiple organizations.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of eight years of related experience including at least two years of managerial experience, or the equivalent combination of education and experience.

• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.

• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Preferred Qualifications

• Related experience including at managerial experience, or the equivalent combination of education and experience.
• Practitioner certification in ITIL 4 or related service management methodology and experience implementing and supporting IT service management processes.
• Formal training in Project management, Business Analysis and a strong understanding of the project life cycle are preferred.

Communication for Results- Converses with, writes reports for, and creates/delivers presentations to all levels of colleagues and peer groups in ways that support problem-solving and planning. Seeks a consensus with business partners. Debates opinions, tests understanding, and clarifies judgments. Brings conflict into the open empathetically. Explains the context of multiple interrelated situations, asks searching, and probing questions, and solicits expert advice prior to taking action and making recommendations.

Problem Solving- Diagnoses problems using formal problem-solving tools and techniques from multiple angles and probes underlying issues to generate multiple potential solutions. Proactively anticipates and prevents problems. Devices facilitate buy-in, make recommendations, and guide the implementation of corrective and/or preventive actions for complex issues that cross organizational boundaries and are unclear in nature. Identifies potential consequences and risk levels. Seeks support and buy-in for problem definition, methods of resolution, and accountability.

Leading Self- Adapts approach without feeling own agenda or outcomes have been compromised. Challenges inefficient/ ineffective work processes and offers constructive alternatives. Analyzes work errors, successes, and failures and sets learning strategies to rectify and increase knowledge. Ability to adapt to changing workload priorities, effectively reprioritizing or deferring tasks in line with operational and strategic goals.

Leading Others- Regularly provides constructive feedback and recognition to team members regarding job performance and works with them to identify work goals and create individual development plans. Identifies, mentors, and raises the profile of future high performers and leaders. Determines best approach and mediates conflict between individuals and groups.

Leading the Organization- Develop a clear service plan that outlines the outcomes, key steps, responsibilities and expected timelines for completion to reach unit goals and further the organization and the university's objectives. Communicates a collective purpose, creates a clear line of sight to the organization s value proposition, and ensures alignment with the university's goals and strategies. Engages in ongoing data collection to ensure that decisions are aligned with best practices.

About Us

The University of British Columbia is a global centre for research and teaching, consistently ranked among the top 20 public universities globally. A large part of what makes us unique is the community of engaged students, faculty, and staff who are collectively committed to shaping a better world.

Recognized as a leading employer in British Columbia and Canada, UBC supports inspired students, faculty and staff on their journey of discovery, and challenges them to realize their greatest potential. New ideas, changing infrastructure, innovative technology, and fresh approaches are opening up possibilities for the future of research, teaching, and work. Are you ready to embrace the future together?

Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, and/or Indigenous person.

All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.

If you have any accommodation or accessibility needs during the job application process, please contact the Centre for Workplace Accessibility at

workplace.accessibility@ubc.ca

.