Client Services Lead

Arup

  • Toronto, ON
  • $105,000-115,000 per year
  • Permanent
  • Full-time
  • 6 days ago
Arup's purpose, shared values, and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.At Arup, you belong to an extraordinary collective - in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas. You will have the opportunity to do socially useful work that has meaning - to Arup, to your career, to our members and to the clients and communities we serve.This role sits within Arup's Digital Technology group, specifically in the Client Services team, which is part of the Service Management pillar. The team plays a vital role in delivering high-quality, user-focused IT support across our global offices, helping to ensure that our people have the tools and services they need to do their best work.Client Services is at the heart of day-to-day digital operations-resolving issues, enabling collaboration, supporting infrastructure, and acting as a trusted bridge between technology and the business. We work closely with other Digital Technology teams to deliver a seamless and responsive support experience for all staff.Watch this short clip to discover how Arup are shaping a better world and how you could be a part of it!The OpportunityAt Arup, you belong to an extraordinary collective - in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas. You will have the opportunity do socially useful work that has meaning - to Arup, to your career, to our members and to the clients and communities we serve.
  • Lead an IT team across the Canadian region, including managed service providers, from a senior position based in Toronto-shaping digital service delivery in a culturally diverse, globally connected environment.
  • Inspire and mentor Client Services Analysts, driving a high-performance culture through coaching, performance development, and capability-building initiatives.
  • Own and deliver regional/global IT projects, collaborating with multi-functional teams to align outcomes with strategic digital transformation goals.
  • Engage closely with business team members, translating needs into solutions and presenting insights to senior leadership.
  • Champion operational excellence, ensuring service quality, driving ITIL-compliant practices, supporting hands-on tech needs, and fostering innovation through continuous improvement.
Did you know: Our Digital Technology team are proud winners of the IT Team of the Year for 2021 at the Chartered Institute of IT's UK IT Industry Awards.Is this role right for you?Essential skills
  • 6 or more years of experience leading and developing IT support teams across multiple locations, driving performance, collaboration, and continuous improvement.
  • Solid ability to deliver IT projects and maintain high service standards while balancing people, process, and technology.
  • Superb communication skills with the ability to build strong relationships and align IT services with business needs.
  • Hands-on experience supporting Microsoft environments, Audio Visual systems, server rooms, and enterprise products and tools, with a deep technical capability.
  • Solid understanding of ITIL principles and practical experience using ITSM platforms like ServiceNow to ensure efficient, high-quality support.
What we offer youAt Arup, we care about each member's success, so we can grow together.Guided by our values, we provide an attractive total reward package that recognizes the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive - through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup's legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.Benefits at Work - At Arup, we have a comprehensive and valuable benefits program that works for our employees and their families. These are 100% paid for by Arup except for optional life insurance. These benefits provide health and welfare security for you as well as paid time off for rest and renewal. Our Global Profit Share Plan (paid bi-annually) provides an opportunity for you to share in the success of the Firm. As a valued employee of Arup, you can also choose to participate in our GRRSP 5% company match to help you save for your future.Flexible Working - We believe that flexible arrangements create a more inclusive way of working that supports our diversity and the wellbeing of our people. Options for alternative schedules and the ability to work outside of the office for a portion of your workweek are available.Arup is an equal opportunity employer and will consider applications from all qualified individuals. Every job applicant will be treated equally, fairly and with respect regarding race, color, ancestry, sex, gender identity or expression, sexual orientation, pregnancy, civil status, age (except as provided by law), creed/religion, political convictions, language, ethnic or national origin, disability/handicap, pardoned record of offences, social condition (marital or family status, receipt of social assistance), and any other ground protected by the applicable human rights legislation.Arup is committed to improving accessibility for individuals with disabilities and to ensuring that all of our employees have the support and the tools they need to succeed. We have developed policies relating to human rights, accessibility and accommodation, and provide all our employees with training on these matters either during orientation and/or on an ongoing basis.If you are contacted by Arup regarding a job opportunity and you feel you need accommodation during the application process, or have a question about our human rights and accessibility accommodation policies, please speak to Human Resources or send an email to or call 646-802-3577 to let us know the nature of your request.Hiring Range - The good faith base salary hiring range for this job if performed in Toronto is $105,000 to $115,000. This range is commensurate with experience, educational background, and skill level. Benefits are not included in the base salary. Please note, hiring ranges for candidates performing work outside of Toronto will differ.Our Application ProcessWe will be reviewing our candidates for this position on a rolling basis. Once you have applied you will be evaluated and potentially moved on to the next round, at which point a member of the talent resourcing team will reach out to you directly.Arup is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of a protected veteran, or disability.Stay safe online. Recruitment fraud is on the rise, and Arup's name, logo, and branding have been used in fraudulent job advertisements. Arup will never ask for bank information as part of our recruitment process.#LI-JB2

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