Senior Manager, Service Delivery

About the job

Position Title : Senior Manager, Service Delivery

Reports to : Vice President, Service Delivery - Canada

Location : 95 Browns Line, Etobicoke, ON (Hybrid)

Job Summary :

Responsible for managing the end-to-end IT services for Canada. Working closely with Global technology and the Canadian business, the incumbent is the primary contact for incident management escalations, business continuity processes, audit activity, customer RFP and local Desktop Support services.

The Senior Manager, Service Delivery will work closely with the Canadian Management Team, customers and vendors, to plan, implement and drive technology improvements as well as ensure the internal and external policy / regulatory compliance requirements are met.

Responsibilities :

• Risk & Compliance - Responsible for support and completion of SoX / SoC technology control reviews, working with business and technology partners, ensuring evidence is gathered, documented and submitted in accordance with the Compliance timeline.
• Risk & Compliance - Support completion of internal / external audit activity, internal / external, working with technology and business partners to validate and remediate observations.
• Risk & Compliance - In partnership with Global Risk & Compliance team, responsible for reviewing and responding to RFPs and customer attestations
• Continuous Improvement - Build relationships and create synergies across the enterprise to identify and enable cost-effective shared solutions.
• Quality - Drive the ongoing delivery of Global technology standards, governance processes, vendor management and performance metrics to ensure that IT delivers value to the enterprise.
• ITSM - Maintain effective and timely communication with management, stakeholders and vendors, for all incident, problem and change management.
• ITSM - as a member of Service Delivery Management Team, provide point of escalation for all P1 / P2 incident.
• ITSM - responsible for engagement and communications between Global technology teams and Canadian business for all P1 / P2 activity, disaster recovery and business continuity processes.
• Desktop Support - Review staffing plans to ensure appropriate resources as assigned / available to complete assigned tasks.
• Desktop Support - Accountable for ordering, deployment and asset management of all laptops, desktops, printers and peripherals.
• Support Country and Global Leadership in the delivery of the North American IT Strategic Roadmap
• Ensure all project or business-related risks and issues are identified and addressed accordingly.
• Finance - Support VP, Service Delivery in the planning, review and validation the IT operating and capital expenditure budget for IT - including country expenses and Global cross charges.
• Deputize for Vice President, Service Delivery Canada as required.

Qualifications

Qualifications :

• Proven ITSM experience
• Strong experience in team / project / vendor management within technology fields.
• Demonstrated ability to enable positive changes, while championing continuous improvement and outstanding service delivery.
• Experience in the implementation of infrastructure technologies and linking technology to business plans ensuring efficient use of resources to achieve organizational objectives.
• Experience working in a very fast-paced, hectic, and energetic environment, yet able to maintain high quality standards.
• Ability to work collaboratively with project sponsors to put into operation integrated hardware and software solutions.
• Capable of being directly accountable for special initiatives to be defined.
• Management experience in multi-service environment.
• Effective client and internal stakeholder relationship management skills.
• Effective written and verbal communication skills; proven analytical skills.
• Excellent planning, prioritization and organizational skills.
• Proven experience in planning and achieving financial goals related to revenue and profitability.
Il y a 8 heures