Directeur des Seniors H/F

Who We Are

Fasken is a leading international business law and litigation firm, and was voted one of Canada’s Best Employers for 2024. Our firm’s 950 lawyers are located across offices in Vancouver, Surrey, Calgary, Toronto, Ottawa, Montréal, Québec City, London and Johannesburg and an office in the professional and retail district known as Taza (/Ta-Zah/) on Tsuut’ina lands. Providing strategic and thoughtful advice in all areas of business law, our broad range of clients include close to half of the Fortune 100 companies, as well as corporate clients, government agencies, regulatory authorities, non-profit bodies and individuals.

Your Role

Reporting to the Chief Technology Officer (CTO), the Senior Director of IT Service Management not only oversees the ITSM program but also ensures IT services support the broader business goals. Their role is to maximize IT's value to the organization, its lawyers, and users. This position will focus on enhancing customer experience and fostering partnerships to benefit the entire organization.

By aligning IT with the broader business objectives and fostering a culture of internal client service, the Senior Director of IT Service Management plays a vital role in driving organizational success.

Overall, the Senior Director of IT Service Management aims to establish ITSM as a strategic partner within the firm, contributing to business growth, innovation, and efficiency through well-managed and lawyer-centric IT services.

At Fasken, success means:

• Having a strong client service approach – you’re ready, willing, and able to put our clients first and exceed their expectations
• Caring about one another – you possess strong interpersonal skills and the ability to build harmonious working relationships within your immediate team, across other departments in the firm, and the community
• Working collaboratively – you’re a self starter who values working in a collaborative team based environment
• Possessing exceptional communication skills (both verbal and written) when dealing with lawyers, clients, staff and third parties
• Approaching your work with agility and the willingness to learn and utilise new technology
• Being adaptable to changing priorities in a fast-paced environment while being organized and maintaining accuracy with a high attention to detail
• Demonstrating strong research, investigative and problem solving skills with the ability to exercise judgement to resolve issues
• Treating sensitive and confidential matters with discretion and diplomacy at all times

Primary Responsibilities:

• Strategy and Planning: Develop and implement ITSM strategies aligned with the organization's overall business goals and objectives. This includes creating roadmaps and plans to improve IT service delivery and support.
• Enhancing Internal Client Experience: Enhance the customer experience by focusing on internal client satisfaction and aligning IT services with the needs and expectations of lawyers and end-users. This involves measuring lawyer feedback, addressing pain points, and continuously improving service quality.
• Experience Level Agreements (XLAs): Develop Experience Level Agreements (XLAs) that emphasize user satisfaction beyond mere technical metrics. While technical performance is essential, XLAs focus on understanding and meeting users' overall experience and expectations with the service.
• Business Alignment: Collaborate with legal stakeholders and business executives to understand their strategic objectives and challenges. Align ITSM strategies with these business goals to ensure that IT services directly contribute to the company's success.
• Driving Business Value: Demonstrate the value of IT services to the organization. li>
• Communication and Stakeholder Management: Foster positive relationships with stakeholders to gain their support and engagement.
• Service Portfolio Management: Identify, prioritize, and manage the services offered by IT to meet the specific needs of the business. This involves analyzing service requirements, assessing service costs and benefits, and defining service levels that align with business expectations.
• Optimizing IT Service Delivery: Optimize the delivery of IT services, ensuring they are efficient, reliable, and responsive to the needs of the business and its users. This involves implementing best practices to standardize processes, improve incident management, problem resolution, and service request fulfillment.
• Demand Management: Work with business units to forecast IT service demands and trends. Develop strategies to meet these demands efficiently, including capacity planning and resource allocation to optimize service delivery.
• Service Level Agreement (SLA) Negotiation and Reporting: Collaborate with business units to define SLAs that are both achievable for IT and meaningful for the business. Negotiate SLAs that reflect business priorities and expectations while considering IT capabilities and constraints.
• Value Measurement and Metrics: Establish metrics and key performance indicators (KPIs) to measure the business value delivered by ITSM services. li>
• Process Improvement: Continually analyzing ITSM processes to identify areas for improvement and implementing best practices such as ITIL (Information Technology Infrastructure Library) principles to enhance service delivery.
• Service Innovation: Encourage a culture of innovation within the ITSM team to identify opportunities for new or improved IT services that can deliver additional value to the business. This includes understanding the end-to-end workflows and identifying areas where IT can support and improve business processes.
• Incident and Problem Management: Overseeing the management of IT incidents and problems, ensuring that issues are resolved in a timely manner, and recurring problems are addressed to prevent future incidents.
• Risk and Cost Management: Consider the potential risks and costs associated with ITSM strategies and initiatives. Evaluate trade-offs between cost, risk, and value to make informed decisions that maximize business benefits.
• IT Governance and Compliance: Ensure that ITSM strategies comply with corporate governance policies, legal requirements, and industry regulations. li>
• Technology Trends Analysis: Stay informed about emerging technologies and industry trends that could impact the organization's ITSM strategies. Evaluate how these technologies can be leveraged to drive business value and competitive advantage.
• Vendor and Contract Management: Managing relationships with IT service providers and vendors to ensure that contracted services are delivered as per the agreed terms and that vendors meet performance expectations.
• Budgeting and Resource Management: Developing and managing the ITSM budget, optimizing resource allocation, and ensuring that projects and initiatives are adequately funded.
• ITSM Tools and Technologies: Overseeing the selection, implementation, and maintenance of ITSM tools and technologies that support service management processes.
• Security and Compliance: Ensuring that ITSM practices align with security policies and regulatory compliance requirements.
• Team Management: Leading and mentoring ITSM teams, encouraging professional development, and fostering a positive work culture.

Required Knowledge and Experience:

• Bachelor’s or master’s degree in computer science, information technology, or a related field.
• 7-10 years of experience in IT service management, IT operations, or a related field.
• Experience managing teams and developing ITSM strategies.
• Have experience in managing relationships with IT service providers and vendors.
• Mesures et indicateurs de valeur : Établir des mesures et des indicateurs clés de performance afin de mesurer la valeur que procure la gestion des services TI. Évaluer régulièrement l’incidence des initiatives de gestion des services TI sur les affaires du cabinet et faire des comptes rendus afin de démontrer la valeur ajoutée qui en résulte.
• Amélioration des processus : Analyser de façon continue les processus de gestion des services TI pour déterminer les points à améliorer et mettre en œuvre les meilleures pratiques, comme les principes ITIL (Information Technology Infrastructure Library), en vue d’améliorer la prestation des services.
• Innovation en matière de services : Encourager une culture d’innovation au sein de l’équipe de gestion des services TI afin de cerner les occasions d’améliorer les services ou d’en offrir de nouveaux afin d’apporter une valeur ajoutée au cabinet. li>
• Intégration des processus d’affaires : Veiller à ce que les processus de gestion des services TI soient intégrés à l’ensemble des processus d’affaires afin d’accroître l’efficacité. li>
• Gestion des incidents et des problèmes : Superviser la gestion des incidents et des problèmes liés aux TI en veillant à les résoudre en temps opportun, et régler les problèmes récurrents de manière à prévenir d’éventuels incidents.
• Gestion des risques et des coûts : Tenir compte des risques et des coûts potentiels liés aux stratégies et aux initiatives de gestion des services TI. li>
• Gouvernance et conformité des TI : S’assurer que les stratégies de gestion des services TI respectent les politiques de gouvernance d’entreprise, les exigences légales et la réglementation du secteur. Pour ce faire, il faudra maintenir une bonne compréhension des normes de conformité pertinentes et les intégrer aux pratiques de gestion des services TI.
• Gestion des fournisseurs et des contrats : Gérer les relations avec les fournisseurs de services TI pour s’assurer que les services sont fournis selon les modalités des contrats dont ils sont assortis et que les fournisseurs répondent aux attentes en matière de performance.
• Gestion des budgets et des ressources : Prévoir et gérer le budget de gestion des services TI, optimiser la répartition des ressources et veiller au financement adéquat des projets et des initiatives.
• Outils et technologies ITSM : Superviser la sélection, la mise en œuvre et l’entretien des outils et des technologies qui assurent le bon fonctionnement des processus de gestion des services TI.
• Sécurité et conformité : S’assurer que les pratiques de gestion des services TI respectent les politiques en matière de sécurité et répondent aux attentes de conformité réglementaire.
• Gestion d’équipe : Diriger et encadrer les équipes responsables de la gestion des services TI, encourager le perfectionnement professionnel et favoriser une culture de travail positive.

Connaissances et expérience exigées

• Baccalauréat ou maîtrise en informatique, en technologies de l’information ou dans un domaine connexe.
• De 7 à 10 ans d’expérience en gestion des services TI, en opérations des TI ou dans un domaine connexe.
• Expérience dans la gestion d’équipes et l’élaboration de stratégies ITSM.
• Expérience en gestion des relations avec les fournisseurs de services TI.
• Connaissances et expérience approfondies en matière de cadres de gestion des TI, comme ITIL ou d’autres cadres qui définissent les meilleures pratiques en matière de prestation de services et de soutien dans le secteur des TI.