Manager, IT Service Delivery

2 months ago

Mississauga, Canada Bayshore HealthCare Full time

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

Reporting to the Sr. Manager, IT Service Management will be an experienced individual with hands-on technical & process experience with leading and managing services provided by the Service Desk including service desk strategies, ITIL best practices, and quality initiatives.

The Manager, IT Service Delivery will be a champion of End User Services leading practices across a dynamic enterprise and will contribute to the development and execution of enhanced service delivery. The role’s primary duty will be to lead the Service Desk & Desktop Support teams with a focus on the development of continuous improvement plans, strategic and operational initiatives, and service desk technology solutions to improve overall customer experience.

This position requires deep experience in Service Desk best practices, including queue management, quality management, knowledge management, and continual improvement. This role requires strong problem-solving and analytical skills and must ensure both operational stability and End-User satisfaction

**Key Duties and Responsibilities**
- Lead all operational and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the established SLAs.
- Identifying, and implementing opportunities to automate repeatable tasks to streamline Service Desk and self-service operations.
- Ensure proper management, prioritization, and triage of incoming tickets.
- Monitor the daily volume of tickets generated and help prioritize the backlog to ensure it is kept at a minimum, and all issues and requests are resolved promptly with the highest customer satisfaction.
- Research, Identify, and adjust key service level targets, metrics, and reports that measure the quality and effectiveness of services.
- Evaluate performance regularly to ensure an elevated level of client satisfaction, and quality and ensure the majority of the tickets are resolved at first contact.
- Ensure that ITIL processes tickets are reviewed and approved according to the approved process.
- Lead the day-to-day operations of the IT Service Desk with a strong emphasis that all processes used by the Service Desk are thoroughly documented, audited, maintained, and followed.
- Create dashboards regarding ticket trends, service level agreements, and average ticket resolution time, and develop metrics to evaluate technical issue response time and resolutions.
- Responsible for the development, and maintenance of standardized work practices and processes that support IT Service Desk & End User Device Management activities including deployment and technical management of End User Device refresh strategies to maintain currency and reliability of desktop devices.
- Must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. You must be available to work, as required, in the event a Major Incident is identified requiring resolution facilitation and/or communications.
- Foster a positive work environment, providing technical and professional mentorship to team members and building strong business and employee relations.
- Provide technical hands-on support of the user desktop environment including Windows 10, O365, Adobe Acrobat, and Collaboration technologies such as Zoom, Teams, Jabber, etc. Work with AD or Windows Server 2016 and higher.
- Create training plans/documentation and provide live training for IT Systems used by Bayshore employees. Capture relevant documentation within the Knowledge Base in ServiceNow.
- Provide in-depth technical expertise and support across the lifecycle management of all endpoints such as Desktops, Laptops, Micros, iPhones, Androids, Conference Room Equipment, etc.
- Provide inventory control and lifecycle asset management for end-user computing devices. Participate in inventory integrity audits and reviews, prepare detailed reports for inventory validation, and execute asset procurement activities.
- Work with relevant IT and Business stakeholders as part of broader technology initiatives and implementations playing a service deployment role such as OS upgrades, security software upgrades, major app rollout, and hardware upgrades.
- Ensure timely and accurate entry of data into all incidents, change or request tickets, assets, and licenses.

**Other**
- Participate in ongoing internal and/or external continuing professional development activities
- Adhere and enforce Bayshore Policies and Procedures.
- Participates in proactive Health & Safety activities while performing all duties. Is responsible for notifying immedi

  • Delivery Driver

    6 months ago

    Mississauga, Canada KH Parcel Delivery Service Full time

    KH parcel delivery service is a growing company in Markham , If you are a hard-working person and looking for great compensation in a fast paced environment you are guaranteed to find your business here. You have to have a fast pace and be a fast learner. Must Haves: - Valid Driver’s license - Owns or able to use your own vehicle. In order to maximize...

  • Delivery Driver

    4 months ago

    Mississauga, Canada KH Parcel Delivery Service Full time

    KH parcel delivery service is a growing company in Mississauga, If you are a hard-working person and looking for great compensation in a fast paced environment you are guaranteed to find your business here. You have to have a fast pace and be a fast learner. Must Haves: **. Valid Driver’s license** **. Owns or able to use your own vehicle.** In order...

  • Delivery Driver

    7 months ago

    Mississauga, Canada KH Parcel Delivery Service Full time

    KH parcel delivery service is a growing company in Mississauga , If you are a hard-working person and looking for great compensation in a fast paced environment you are guaranteed to find your business here. You have to have a fast pace and be a fast learner. Must Haves: - Valid Driver’s license - Owns or able to use your own vehicle. In order to...

  • Delivery Driver

    1 month ago

    Mississauga, Canada KH Parcel Delivery Service Full time

    KH parcel delivery service is a growing company in Mississauga, If you are a hard-working person and looking for great compensation in a fast paced environment you are guaranteed to find your business here. You have to have a fast pace and be a fast learner. Must Haves: **. Valid Driver’s license** **. Owns or able to use your own vehicle.** In order...

  • Delivery Driver

    3 months ago

    Mississauga, Canada KH Parcel Delivery Service Full time

    KH parcel delivery service is a growing company in Mississauga, If you are a hard-working person and looking for great compensation in a fast paced environment you are guaranteed to find your business here. You have to have a fast pace and be a fast learner. Must Haves: **. Valid Driver’s license** **. Owns or able to use your own vehicle.** In order...

  • Delivery Driver

    2 months ago

    Mississauga, Canada KH Parcel Delivery Service Full time

    KH parcel delivery service is a growing company in Mississauga, If you are a hard-working person and looking for great compensation in a fast paced environment you are guaranteed to find your business here. You have to have a fast pace and be a fast learner. Must Haves: **. Valid Driver’s license** **. Owns or able to use your own vehicle.** In order...

  • Weekend Delivery Driver

    2 months ago

    Mississauga, Canada KH Parcel Delivery Service Full time

    KH parcel delivery service is a growing company in Mississauga, If you are a hard-working person and looking for great compensation in a fast paced environment you are guaranteed to find your business here. You have to have a fast pace and be a fast learner. Must Haves: **. Valid Driver’s license** **. Owns or able to use your own vehicle.** In order...

  • Delivery Driver

    7 months ago

    Mississauga, Canada NuTown delivery LTD Full time

    Responsibilities: - Safely and efficiently operate a delivery vehicle to transport goods to customers - Load and unload cargo, ensuring proper handling and secure packaging - Plan and follow the most efficient routes for timely deliveries - Verify the contents of each shipment against delivery documents - Collect payments from customers and provide receipts...

  • Delivery Driver

    7 months ago

    Mississauga, Canada NuTown delivery LTD Full time

    Responsibilities: - Safely and efficiently operate a delivery vehicle to transport goods to customers - Load and unload cargo, ensuring proper handling and secure packaging - Plan and follow the most efficient routes for timely deliveries - Verify the contents of each shipment against delivery documents - Maintain accurate records of deliveries, mileage,...

  • Delivery Driver

    4 months ago

    Mississauga, Canada Stitch It Full time

    **Job Overview** Under the general direction of the Director of Operations, the Delivery Driver is responsible for delivery/pickup of product throughout Ontario, providing a superior delivery service for Stitch It's consumers. - Deliver garments between Dry Cleaning Partners and Stitch It Stores on a regular time schedule. - Pick up garments from customers...

  • Full Time Delivery Courier

    2 days ago

    Mississauga, Ontario, Canada Fil Delivery Full time

    Job Overview:Fil Delivery Inc., a rapidly growing beverage supply chain company, is seeking experienced Delivery Drivers.About Us:We specialize in the delivery of premium craft beer, wine, and spirits in Southern Ontario. Our team is committed to providing exceptional customer service and fostering an engaged and safe workplace.Compensation:This full-time...

  • Reliable Beverage Delivery Specialist

    4 weeks ago

    Mississauga, Ontario, Canada Fil Delivery Full time

    FIL Delivery Inc. is a rapidly growing beverage supply chain company specializing in premium craft beer, wine, and spirits delivery in Southern Ontario.Job Summary:We are seeking an experienced Delivery Driver to join our team. As a customer-facing position, the incumbent must have exceptional customer service skills and a drive to provide outstanding,...

  • Delivery Service Manager

    7 months ago

    Mississauga, Canada Epsilon Solutions Ltd Full time

    **Title: Delivery Service Manager** **Location: Mississauga, ON (Need to visit office 3 days a week)** **Require a Delivery Service Manager to support 3 Supply Chain master Data products** **-Must have experience & domain knowledge with supply chain.** **- Must have knowledge and working experience working in a Service delivery role** **- Must have domain...

  • Delivery Driver

    2 days ago

    Mississauga, Canada Service Plus Aquatics Inc Full time

    **Full-Time Permanent Position** **Must have valid full G **License** **80% Delivery of products / 20% receiving & admin.** - Service Plus Aquatics Inc. is a rapidly-expanding, progressive corporation, devoted to providing exceptional service to the commercial recreational aquatic industry. Established in 1989, we are known for our leadership in...

  • Service Delivery Manager

    7 months ago

    Mississauga, Canada Finastra USA Corporation Full time

    **Responsibilities**: **What will you contribute?** As our Service Delivery Manager (**SDM**) you will work directly with our Lending Managed Services (**LMS**) Team, and report to the Regional Service Delivery Management Lead with full ownership for the Managed Services client activities and deliverables. You will be responsible for co-coordinating the...

  • IT Service Delivery Manager

    7 months ago

    Mississauga, Canada Epsilon Solutions Full time

    **Job Title: Service Delivery Manager** **Location: MISSISSAUGA, ON** **Duration: Full Time** - **Strive and promote Continuous Service Improvement**: - **Accountable for service quality, efficiency, effectiveness and consumer satisfaction with the running of the service.**: - **Defines service runs in compliance with service metrics relevant to the...

  • Delivery Service Manager

    7 months ago

    Mississauga, Canada Roche Full time

    The Position Delivery Service Manager Mission : As Delivery Service Manager you are accountable for the design, delivery and continuation improvement of services for a set of integrated technology products enabling Roche to make and deliver quality pharmaceutical products. What you’ll be working on: Own every aspect of the service delivery,...

  • Manager-it Service Delivery

    2 months ago

    Mississauga, Canada Peel Regional Police Full time

    As a Manager, IT Service Delivery within our IT Services department, you will be responsible for overseeing and optimizing the delivery of Information Technology (IT) services within the organization. They are accountable for IT service management functions, including Service Desk operations, Incident Management, Change Management, Problem Management,...

  • Dry Cleaning Delivery Driver

    7 months ago

    Mississauga, Canada Stitch It Full time

    **Job Overview** - Under the general direction of the Director of Operations, the Delivery Driver is responsible for delivery/pickup of product throughout Ontario. Providing a superior delivery service for Stitch it’s consumers. - Deliver Garments between Dry Cleaning Partners and Stitch It Stores on a regular time schedule. - Pick up garments from...

  • Service Delivery Manager

    6 months ago

    Mississauga, Canada GardaWorld Full time

    Are you ready to lead, innovate, and elevate? Do you thrive in tackling challenges head-on, and have a knack for inspiring teams? If so, GardaWorld is on the hunt for a savvy Service Delivery Manager to steer our ship towards new horizons. As a Service Delivery Manager (SDM), you'll be at the helm of our operational efficiency, driving strategic initiatives...