Regular Full-time Manager, Client Services

2 months ago

Oshawa, Canada City of Oshawa Full time

**Job Snapshot**:
**Employee Type**:

- Regular Full-Time-
**Location**:
Oshawa-
**Job Type**:

- Government- Information Technology-
**Experience**:

- Not Specified-
**Date Posted**:

- 3/28/2023- A progressive city of 187,800 people located just a short 30-minute drive from Toronto, the _**_City of Oshawa_**_ is one of Canada’s fastest growing communities that is exceptionally positioned to live, work, learn and invest. Its strategic pursuit of sustainable growth, excellent community service delivery and co-operative partnerships have enhanced its quality of life advantage, while maintaining a strong commitment to financial stewardship._

**Job Title**:Regular Full-Time Manager, Client Services **Posting Number**:004199

**Department**:Corporate and Finance Services Department **Branch**:Information Technology Services

**Location**:City Hall **Eligible for Hybrid Work**:Yes

**Posting Start Date**:2023/03/28** Posting End Date**:2023/04/05 by 4:30pm

**Employment Group**:Exempt** Salary Grade**:Q- $107,767- $126,784 per annum **Standard **Weekly** **Hours of** **Work**: 36.25 **Shift Work Required**:No

Reporting to the Chief Information Officer (I.T.S.), the Manager Client Services is responsible for the I.T.S. Business Relationship Management (B.R.M.), Service Desk operations, IT Service Management (ITSM) operations, end-user technology provisioning, and client device management.

**Responsibilities**:

- Providing oversight of day-to-day activities of service desk operations to ensure users and business teams receive the communications, support and knowledge they require to deliver modern, efficient and effective services according to corporate standards
- Leading the establishment of operation best practices in IT Service Management (I.T.S.M.) and Business Relationship Management (B.R.M.) including establishing deep relationships at all levels within I.T. and business units, providing consultative services and guidance to other, and leading the development of an I.T. Service Catalog and the implementation of I.T. Service Management (I.T.S.M.) best practices
- Managing systems, policies and procedures including initiating, coordinating, and enforcing corporate systems, policies, defining standards, establishing corporate technology, data and system architectures, and managing corporate technology license agreements
- Managing vendors and technology relationships including managing long-term lifecycle for technology components, identifying emerging technologies and solutions, and engaging manufacturers and resellers on new and current technologies
- Managing implementation and deployment of new technologies including leading all aspects of large scale and complex projects, creating and executing project work plans, and ensuring stakeholders and project members are kept informed
- Leading ongoing operations management including stakeholder communications, providing guidance on timeframes for major I.T. projects, managing and reporting on allocation of I.T. Budget, and managing client support staff
- Preparing and providing oversight and control of the annual technology roll-out process

**Requirements**:

- Knowledge and skills normally associated with completion of a four (4) year University degree in a related field of study (e.g. Computer Science, Engineering or Business Administration) plus seven (7) years of progressive Information Technology Service Management and Business Relationship Management experience in a large complex information technology environment of which five (5) years of experience in a management or supervisory capacity
- Attainment of relevant certifications including seITIL v3+ Foundation certification, Business Relationship Management (B.R.M.) certification, Integrated Service Management Essentials certification or I.T.S.M. (Information Technology System Management), CompTIA A+, Network+ and Security+ Certifications
- Master’s Certificate in Municipal Management, Lean certification (green or black belt), and Project Management Professional (PMP) certification are considered assets
- Excellent interpersonal and communication skills, both oral and written, to deal effectively and tactfully with a broad range of senior management personnel, staff, external agencies and industry professionals
- Proven administrative, project management, reasoning, technical, analytical, research and problem solving skills
- Facilitation skills to generate collaboration among cross-functional teams and the ability to nurture working relationships with different levels of staff from various business areas
- Possess initiative, self-reliance, and a keen sense of responsibility, dedication, decisiveness in the performance of all duties
- Ability to work under pressure in order to meet deadlines, respond effectively to crisis and emergency situations

**Please note this position is eligible to request remote work/hybrid arrangements, where operationally feasible.**

We would like to thank all appli

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