Manager, IT Service Management

4 months ago

Winnipeg, Canada Worker's Compensation Board of Manitoba Full time

The Manager, IT Service Management is responsible for the implementation and administration of quality IT services including IT Service Desk, End User Computing and Enterprise Collaboration tools that meet the requirements of the organization. This position is also responsible to provide leadership and guidance to the IT Service Management (ITSM) team for all management functions of the unit.

**Job Duties**:
MANAGING UNIT
- Manages staff and labour relations issues and provides leadership, guidance, support and direction to the unit including: hiring staff, conducting performance reviews and follow up, identifying training and development needs, coaching and motivating staff; and coordinating work activities and deciding on disciplinary action up to and including dismissal where necessary
- Fosters the development of a multi-disciplinary team approach
- Prepares and manages the unit’s budget and is accountable for meeting budget targets and goals
- Continuously evaluates, develops/selects, and implements the unit’s service delivery competencies, methods, and tools
- Plans, directs, and oversees the management, delivery, and coordination of a portfolio of projects for the unit
- Establishes, authorizes, and oversees the implementation of training and development programs for the staff
- Cascades branch operational objectives, ensuring staff are meeting established standards and practices and, where necessary, makes improvements to work processes
- Ensures all staff are cognizant of, and subscribe to, their responsibilities to protect the confidentiality and privacy of information and addresses any breaches as appropriate
- Manage staffing workload allocation, review and approve monthly time tracking for all branch resources and prioritize work against operational objectives and planned commitments

IT SERVICE MANAGEMENT
- Manages the unit responsible for IT Service Desk, End User Services including personal computing, mobile services, print and IT Service Management processes (Incident, Change, Configuration, Problem, Asset Management)
- Manages and oversee the organization's ITIL focused service desk, using continuous improvement to ensure efficient operation and resolution of technical issues and IT service requests
- Acts as a senior escalation point for troubleshooting end-user computing devices and related issues including deployments, patching and updates, and operating system imaging within WCB's environment
- Establishes and implement ITIL standards across all IT functional areas and services
- Gathers and reports on operational metrics, accomplishments, and service level performance for regular leadership updates and meetings
- Develops and maintains the strategic vision and roadmap for all end user services including software, hardware, patches and interoperability across all platforms
- Tracks business case outcomes for ITSM related initiatives including cost, benefits, and risk
- Ensures alignment of end user technology products and services with business requirements
- Develops, negotiates and refines IT Service Desk SLAs based on business need
- Aligns end user strategies with business goals, and provides guidance and consultation to IT and business leaders on projects that require enterprise-wide solutions
- Maintains awareness of existing/new industry and technology trends, and makes recommendations for implementation of new/upgraded systems and technologies
- Designs, executes, and maintains Major Incident handling processes, including communications protocol, priority matrix, and incident reporting
- Performs Major Incident Manager role for all SEV1 technical issues/system outages, assesses the business impact and oversees resolution activities
- Monitors incident trends and anticipate potential problems for proactive resolution
- Manages IT’s communication with the end-user community to ensure it is thorough, professional, and service-oriented
- Develops and maintains a clearly defined and accessible IT service catalog including SLAs for each service

MANAGING SERVICE PROVIDERS
- Procures IT services and/or contractors in accordance with WCB standards and practices
- Establishes and maintains vendor relationships
- Develops a service provider network and manages relationships with contractors, including monitoring performance, service deliverables and achievement of milestones

**Qualifications**:
Completion of a recognized degree or diploma program in an IT related discipline
Combination of (10) years IT Service Management and End User Services domain experience (e.g. Incident, Change, Problem, Configuration, Asset Management, Desktop, Mobile Services etc.), including minimum three (3) years of progressive IT leadership experience supervising/managing IT professionals, preferably in a large, unionized environment
Strong technical knowledge of common infrastructure platforms and cloud based offerings including Infrastructure as a Service (IaaS) and Platform as a Service (PaaS)
Kno

  • IT Account Manager

    3 months ago

    Winnipeg, Canada Avenir IT Full time

    Avenir IT Inc. is currently looking for an Account Manager to join our growing team! The Account Manager will be responsible for developing and maintaining a relationship with all their clients based on trust, ethics and reliable service. The Account Manager is responsible for ensuring 100% client satisfaction and retention. They build customer loyalty,...

  • Manager On Duty

    3 months ago

    Winnipeg, Canada MLS Management Full time

    MLS Management is a locally owned and operated company who had a wide variety of hospitality properties. This busy hotel has guest rooms, a large pub with VLT's, a beer store and is located in the Winnipeg South area of town. We are looking for an experienced manager to oversee this full service The Quality Inn and Suites located at 635 Pembina...

  • Manager On Duty

    3 months ago

    Winnipeg, Canada MLS Management Full time

    MLS Management is a local family owned and operated company who operates 6 hotels in the Manitoba and Saskatchewan market. We are looking for an experienced manager to help run one of our largest hotel compound operations. Ellice Hotel Compound overseeing: Residence Inn by Marriott Fairfield Inn and Suites by Marriott Homewood Suites by Hilton This role...

  • Assistant Manager

    3 weeks ago

    Winnipeg, Canada Call It Spring Full time

    JOB OBJECTIVE Support the Store Manager in all tasks necessary to the efficient operation of the store. Provide prompt and courteous service to customers in order to maximize sales and customer service, so as to promote the company’s image of quality and professionalism. STATUS Reports directly to the Store Manager and works closely with the District...

  • Lounge Manager

    3 months ago

    Winnipeg, Canada MLS Management Full time

    MLS Management is a locally owned and operated company who had a wide variety of hospitality properties. This includes Tapp's Neighbourhood Pub adjoined with EconoLodge Winnipeg South and The Craft Beer Market. Quality Inn and Suites adjoining with WinnCity Pub and The Craft Beer Market. We are looking for an experienced manager to help keep the fun, lively...

  • Assistant Manager

    3 months ago

    Winnipeg, Canada Call It Spring Full time

    **JOB SUMMARY** Reporting to the Store Manager, and District Manager, the Assistant Manager contributes to the profitable operation of their store. Embodying the ALDO Group’s values of integrity, love and respect, the Assistant Manager coaches and mentors all team members in support of the company’s purpose to build a world of love, confidence, and...

  • Account Manager

    4 months ago

    Winnipeg, Canada Evident IT Inc Full time

    Account Manager Would you like to work for Great Leaders who view you as a **real person** not a "human resource"? Are you someone who wants to be an individual AND work toward bigger goals as a team? Are you passionate about learning new things, and teaching others what you know? Want to receive individualized coaching and training _every week_ to...

  • Site Manager

    3 months ago

    Winnipeg, Canada ASH Management Full time

    **Company description** A.S.H. Management Group Inc. provides professional property management services to a variety of building owners. ASH is locally owned and operated. **Job description** As a Site Manager you will work on site daily and work closely with residents to ensure client satisfaction. **Responsibilities**: - Collection of monthly rent...

  • Sales Manager

    4 months ago

    Winnipeg, Canada MLS Management Full time

    Overview: We are seeking a highly motivated and experienced Sales Manager to join our team. As a Sales Manager, you will be responsible for leading and managing a team of sales professionals, driving sales growth, and achieving revenue targets. This is a key leadership role within our organization, and we are looking for someone who is results-oriented,...

  • Environmental Health

    3 months ago

    Winnipeg, Canada Safety and Environmental Health Services Manager Full time

    The Environmental Health & Safety Manager will provide leadership, mentoring, and direction to all Malteurop Canadian employees to ensure employee health and the environment are protected. This role will conduct and manage activities that ensure compliance with governmental regulations and corporate policies. This includes advising, implementing and...

  • Property Manager

    4 months ago

    Winnipeg, Canada ASTROID MANAGEMENT LTD. Full time

    We are a leading real estate investment and professional property management company focused on acquiring and managing properties in Winnipeg and Toronto. Our portfolio includes a wide range of assets, primarily residential apartment buildings, but also a commercial portfolio. Delivering outstanding results has led us to our long-standing reputation as a...

  • Resident Manager

    4 months ago

    Winnipeg, Canada McCOR Management Full time

    McCOR has offices in Calgary, Edmonton, Gatineau, Laval, Regina, Toronto, Vancouver, Yellowknife and Winnipeg, offering national reach needed to best serve leading investors and occupiers while retaining the local expertise to accommodate smaller firms and sole proprietorships competitively. Built on shared values, understanding and passion of its founders,...

  • Property Manager

    4 months ago

    Winnipeg, Canada S.A.M. (Management) Inc. Full time

    Job Summary: We are seeking a highly organized and detail-oriented Property Manager to oversee the daily operations of assigned properties. The Property Manager will be responsible for ensuring the efficient management of residential properties, while maintaining tenant and owner satisfaction. This is a key role that requires excellent communication skills,...

  • Petroleum Service Manager

    2 weeks ago

    Winnipeg, Manitoba, Canada J.A. Robinson Pump Service Full time

    Job SummaryWe are seeking a highly skilled Regional Service Supervisor to join our team at J.A. Robinson Pump Service. As a key member of our operations team, you will be responsible for managing a team of Petroleum Service Technicians who provide maintenance and repair services for petroleum dispensing and related equipment throughout Manitoba and Northern...

  • Petroleum Service Manager

    2 weeks ago

    Winnipeg, Manitoba, Canada J.A. Robinson Pump Service Full time

    Job SummaryWe are seeking a highly skilled Regional Service Supervisor to join our team at J.A. Robinson Pump Service. As a key member of our operations team, you will be responsible for managing a team of Petroleum Service Technicians who provide maintenance and repair services for petroleum dispensing and related equipment throughout Manitoba and Northern...

  • Petroleum Service Manager

    2 weeks ago

    Winnipeg, Manitoba, Canada J.A. Robinson Pump Service Full time

    Job SummaryWe are seeking a highly skilled Regional Service Supervisor to join our team at J.A. Robinson Pump Service. As a key member of our operations team, you will be responsible for managing a team of Petroleum Service Technicians who provide maintenance and repair services for petroleum dispensing and related equipment throughout Manitoba and Northern...

  • Petroleum Service Manager

    2 weeks ago

    Winnipeg, Manitoba, Canada J.A. Robinson Pump Service Full time

    Job SummaryWe are seeking a highly skilled Regional Service Supervisor to join our team at J.A. Robinson Pump Service. As a key member of our operations team, you will be responsible for managing a team of Petroleum Service Technicians who provide maintenance and repair services for petroleum dispensing and related equipment throughout Manitoba and Northern...

  • Resident Manager

    4 months ago

    Winnipeg, Canada Alliance Asset Management Full time

    **Resident Manager** The resident manager is responsible for a portfolio of properties in the Winnipeg area. Reporting to the Property Manager, they are responsible for the day-to-day operation at the buildings and ensuring the buildings are maintained and tenants inquires are answered. This position will appeal to a responsible individual who is...

  • Manager, Compliance

    3 weeks ago

    Winnipeg, Canada IG Wealth Management Full time

    Location: Winnipeg IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under management. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are...

  • Manager, Compliance

    3 weeks ago

    Winnipeg, Canada IG Wealth Management Full time

    Location: Winnipeg IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under management. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are...