Associate director, IT service delivery

5 days ago

Canada, CA Grant Thornton International Ltd Full time

About Grant Thornton


Grant Thornton is one of the world’s leading professional services networks with over 68,000 people from member firms in over 140 markets around the world generating global revenues of USD7.2 billion a year. Member firms offer audit, tax, and advisory services to privately owned companies, publicly listed companies, public sector and not for profit organisations, both domestically and internationally.


Grant Thornton International Ltd (GTIL) is the umbrella legal entity for the Grant Thornton global network of member firms. GTIL sets the strategic direction, convenes member firms, connects global communities, and protects the brand and reputation of the network. GTIL and the member firms will continually improve the sustainability of their operations and strive to make a positive impact on clients, people, markets, and the communities in which we operate, in line with the UN’s Sustainable Development Goals (SDGs).


Role purpose


In our Go Beyond network strategy 2025 our vision is to become ‘the most valued network in the profession’.

The Associate director plays a crucial role in developing and monitoring efficient services to GTIL and its internal customers.


Reporting directly to the Chief Information Officer and Chief Information Security Officer, within the Risk Management, Operations and Projects service line, the role has key relationships to IT Operations, cybersecurity team, Project Management Office (PMO), Managed Service Provider (MSP) and Managed Security Service Provider (MSSP).


This role is the lead facilitator for the delivery, management and improvement of IT services to support GTIL’s business and meet user needs, using a set of well-defined best practices (based on ITIL and ISO). Responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.


Main Responsibilities


  • Contribute directly to the strategy, development and quality of IT Service Management and GTIL’s service delivery capability.
  • Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.
  • Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction.
  • Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
  • Own specific IT Services and ensure their effective delivery, management and improvement to GTIL and internal customer.
  • Own, operate and improve the defined Change and Release Management (CARM) process with a focus on ensuring changes have minimum impact on GTIL’s services and operations.
  • Active stakeholder and driver in underlying operations and cyber processes to establish Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
  • Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT and cyber service deliverables and the agreements above.
  • Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.
  • Contribute to and report on talent management practices, including skills gap/role alignment, training, hiring and resourcing processes.


Location


Ideally within US or Canada.


Person Specification


  • Bachelor's Degree in Computer Science, Information Systems, or equivalent work experience
  • ITIL v4 Master certification
  • Six Sigma certification is desired
  • Familiarity of the NIST Cyber Security Framework (CSF) or other security controls and cyber risk management models
  • Technical certifications (MCSE, CCNA, vendor tools and systems) are a plus


Experience - essential

  • Extensive experience in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment.
  • The ideal candidate would have a technical background and experience within IT and/or cybersecurity operations.
  • Demonstrated operational expertise
  • Service, project and results-orientation, demonstrating strong analytical and problem-solving skills.
  • High-energy work ethic, demonstrating ability to establish vision, drive change and deliver results.
  • Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
  • Developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.
  • Experience of ITSM software applications and tools, analysis and reporting
  • Knowledge of developing and managing continuous improvement programs
  • The role requires effective leadership, communication (verbal and written) and project management skills to work with various levels and divisions within the organization.
  • Strong organizational and communication skills
  • Ability to learn and adapt to constantly changing technology landscape
  • This role scope of responsibility may require interaction with Grant Thornton member firm stakeholders. Communication and relationship building is a key requirement
  • Cultural awareness, the ability to work well with people from different disciplines and backgrounds
  • Ability to be agile, respond positively to change and contribute with an innovative and global mindset.
  • Strong relationship skills and cultural awareness, the ability to work well with people from different disciplines and cultures.
  • Ability to be agile, respond positively to change and contribute with an innovative and global mindset.


Benefits


There are many benefits of being part of Grant Thornton International, working with a global and diverse team in a virtual setting is just one of them. We pride ourselves on our inclusive culture and believe it's one of our most valuable assets.


We also recognise the importance of time off at Grant Thornton International. Taking time away can lead to improved wellbeing and better productivity, which is why we don’t cap your leave. So if you need to take that extra Friday off (and Monday too), no problem.


We believe work is no longer a location, it is what we do. This should help all of us deliver our best work, while achieving the right balance in our lives. We want to build a culture of virtual inclusivity. One where all our people have the ability to choose what works best for them but also provides our people the best shared working experience utilising the digital tools we have available. GTIL will provide individuals with the necessary support and equipment to work effectively from home. We also have a collaborative space to offer should you prefer working outside of your home.

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