Technology Service Delivery Managers

2 months ago

Burnaby, Canada E-Comm 9-1-1 Full time

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

**OUR VALUES**

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

As the IT Service Delivery Manager, you will ensure that IT services meet our stakeholders’ business needs and drive operational efficiency. You’ll collaborate with various departments to streamline processes and ensure a smooth delivery of IT services within agreed service levels.

Key to your success in this role will be your ability to advocate and act as the voice of your assigned stakeholder group; you will serve as the primary point of contact, ensuring clear communication and alignment between IT services and business objectives.

Previous experience working in a policing, emergency services, healthcare or provincial government environment would be especially advantageous.

**Key Responsibilities**:

- **Service and Contract Management**: Lead and manage the end-to-end delivery of IT services across an assigned portfolio, ensuring alignment with business needs, service level agreements, and the timely and effective resolution of issues and requests; in alignment with existing contracts.
- **Stakeholder Engagement**:Serve as the primary point of contact for external stakeholders, building and maintaining strong relationships with stakeholders to understand their needs and expectations, ensuring a high level of satisfaction
- **Planning and Budget Management**: Directing and participating in strategic and client service delivery planning, analyzing current and identifying future technology requirements and evaluating technology service implications of new legislation and policy; managing current and developing future budgets
- **Collaboration**: Working closely with cross-functional teams, including technical support and project management, to ensure a cohesive approach to client service
- **Service Improvement**: Continuously identify IT trends and opportunities for process improvements and implement best practices to enhance service delivery and performance
- **Change Management**: Coordinating with teams and the C_hange Advisory Board_ to manage changes and risks to IT systems and services, ensuring mínimal disruption to IT systems and business operations
- **Service Level Monitoring & Reporting**: Regularly reviewing service performance data and facilitating service review meetings to share reports and analytics for senior leadership to support decision-making
- **Major Incidents**: Member of the incident management team responding to major incidents impacting the client(s). Supporting planning processes for major planned events. Participates in an on-call rotation with a number of managers to support our 24x7 clients.

**What you will bring**:

- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- 7+ years of experience in IT service delivery or IT operations management roles
- Strong understanding of ITIL frameworks (certification preferred)
- Excellent communication and the ability to build and maintain relationships with multiple stakeholder groups
- Previous experience working in a policing, emergency services, healthcare or provincial government environment would be especially advantageous
- Strong problem-solving skills with the ability to prioritize and manage multiple tasks in a fast-paced environment
- Experience overseeing complex technical issues, ensuring quick and effective incident management while minimizing service disruptions
- A client-centric mindset

**SECURITY REQUIREMENTS**:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 5 years.

**WHAT WE OFFER**:

- Competitive salary - with the opportunity for increases
- 4 weeks’ vacation to start
- Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
- 100% paid extended health and dental benefits
- Pension - employer matched contributions to Municipal Pension Plan, a defined benefits plan
- Career development - we are supportive in developing your skills while pursuing your career at E-Comm

**Vaccination Policy**:E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

**JOB DETAILS**_:_**
- Number of positions: 3
- Job status: Regular Full-Time
- Hours of work: Monday to Friday, 40 hours per week
- Employee Group: Exempt
- Department: Technology Services
- Location: Still Creek Drive, Burnaby, BC/ Hybrid
- **CLOSING DATE FOR APPLICATIONS: October 24, 2024

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