Supervisor/team Lead,

1 month ago

Pickering, Canada Ontario Power Generation Full time

**Location**:Pickering, ON, CA, L1W 3J2**Req ID**:46354**Status**: Temporary (24 months)**Working Conditions**:Hybrid Work Environment (3 days in office)-
**Location**: Pickering, ON**Shifts(s)**: Days**Travel**:10%**Deadline to Apply**: April 4, 2024.**Electrify your career and help build a brighter tomorrow.**
- Every generation has a challenge that defines them. At OPG, we are calling on all innovators, disruptors, thought leaders and change-makers. Join us to electrify life in one generation and build a sustainable future powered by our electricity, our ideas, and our people. Join OPG and make history.- Whether you work in the skilled trades or are a business professional, a career at OPG is an opportunity to electrify your life on - and off - the job.**ACCOMMODATIONS**-
**_NEW CAMPUS: This position is moving to OPG Corporate Headquarters: _**_In Summer 2025, OPG will officially welcome employees to our new Corporate Headquarters located at 1908 Colonel Sam Drive, Oshawa, Ontario. This new space will enable teamwork, collaboration and innovation that will help us to achieve our mission to electrify life in one generation_**.**

**JOB OVERVIEW**
- Ontario Power Generation (OPG) is looking for a dynamic, strategic, and results-driven professional to join our team in the role of **Supervisor/Team Lead, IT Service Management Office.**
- Reporting to the Senior Manager, IT Services, this position is responsible to contribute to the goals of the CIO through section supervision, individual participation, information accumulation, analysis and problem-solving in regard to one or more of the following areas:
- Customer and Business Management - Manage and develop the relationship between the business and CIO. Work with the IT service providers to ensure customer satisfaction with purchased IT services and that they are consistent with approved Service Level Agreements (SLA). Act as a Single Point Of Contact (SPOC) for the business for identifying business requirements, assessing alternatives, and developing IT solutions within the Operating Level Agreements (OLA).
- Project Leadership and Support - Project management, project planning, schedule and cost analysis, monitor/cost collection and reporting, cost analysis and cost management support. Lead teams and manage complex information system projects, provide consulting, project management and facilitation services through all phases of system project life cycles. Develop systems strategies, plans, and provide consultation and support for the development and use of information assets, technology, and systems, and identify opportunities for cost savings. Provide consultation, planning and support services to business units and functions, in connection with information systems projects, to enable business process redesign and improvement and implementation of change programs.
- This is an exciting opportunity to work in an environment where you will contribute to OPG’s public outreach, engagement, and education efforts as part of the company’s commitment to growing its social license.**KEY ACCOUNTABILITIES**
- Administer and supervise the work of subordinates, being accountable for staff output and performance. Assign time targeted tasks, setting effective context, specifying quality, quantity, time to completion and resources. Monitor progress and quality, conduct reviews of staff progress, accountabilities, and output. Prepare work programs including the plan, schedule, and budget for these programs. Ensure programs are implemented with due regard to schedule commitments and budget envelopes.
- Develop policy, procedure and process documentation for all relevant IT processes using ITIL v4 standards.
- Deliver process training, manage, report, and communicate on the performance of ITSM processes.
- Partner with leaders across the organization and champion day to day operation, continuous improvement, and governance of the IT Service Management Lifecycle
- Own and ensure high level of performance of the Incident, Change, Problem Knowledge, and Request Management and Escalation processes.
- Manage major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review.
- Establish, gather, and report on operational metrics, accomplishments, and service level performance for regular leadership updates and meetings.
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Set, negotiate, and manage service delivery SLAs.
- Champion Service and Support in projects while ensuring service impact is minimized.
- Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
- Provides input to IT Service Management Office leadership as well as to peer direct reports responsible for other aspects of ITSM governance.
- Define, develop, and manage a comprehensive and integrated ITSM landscap

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