Service Delivery Manager, Global Tier 1

4 weeks ago

British Columbia, Canada Nutrien Full time

At Nutrien, our Purpose is to **grow our world from the ground up** and we do so with safety and integrity as our core values. Nothing is more important than sending our people home safe, every day.

Nutrien is a leading provider of agricultural products, services, and solutions. With approximately 23,000 employees world-wide, we are the largest producer of potash (by capacity) and one of the world’s largest producers of nitrogen and phosphate. We also operate a leading agriculture retail network that services over 500,000 growers.

We harvest the best. Diverse views and experience make us strong. We look for people who have a safety-first mindset, who are collaborative team players, who deliver on their commitments, who are innovators in search of a better way, and who believe in inclusion.

Working at Nutrien will provide you an opportunity to help us _Feed the Future, _and grow your career.

**What you will do**:

- Key point of contact/partner for Global services
- Oversee a qualified service desk team through effective performance management, KPI and goal setting process
- Collaborate to guide the day-to-day Service Desk operations, activities and functions, promote/deliver ideas as learning opportunities to improve our client experience
- Responsible to understand impact and review vacations, rotations and backfill responsibilities
- Provide business priority direction on incidents and enhancements
- Championing continuous improvements that strengthen business value
- Build an understanding of business processes and the supporting technologies
- Understand the interaction and relationship of business operations and operating systems and network processes
- Ensure that the appropriate training is given to all Service Desk agents for relevant responsibilities
- Review customer satisfaction survey results along with other improvement recommendations, coordinate priority and initiate action, be an escalation path for client issues
- Clearly communicate plans, risks, and issues to administration with supporting proactive resolution plans
- Suggest best practices and improve the processes and procedures surrounding end user experience
- Understand, advocate, and support company strategies
- Periodically review content and process knowledge to ensure the consistency, conciseness, and appropriateness of service among all Service Desk Analysts
- Ensure compliance of delivery against established service level agreements
- Monitor performance and outcomes of Managed Service Delivery Partner
- Define metrics & measurements for Service Desk operations, including Agent utilization and capacity planning, ACD & Service Now reports reviewing all dashboard data regularly
- Contribute to regular operational monthly status reports for business stakeholders

**What you will bring**:

- Minimum of 8 years of relevant experience operating an Enterprise Service Desk team using enterprise ITIL processes (e.g. Change, Incident, Service Request Fulfillment, Service Catalog & Knowledge)
- College diploma or university degree in computer science, information systems, or equivalent
- Training and/or certification in ITIL, or a recognized HDI Service Desk certification preferred
- Experience using ServiceNow as a request system would be an asset.
- Experience leading an international Service Desk operation aligning multiple cultures to one model of operations would be an asset
- Ability to work under general direction of senior level administration. Typically manages and mentors’ supervisors, project leaders and/or technical staff.
- Proven experience developing goals for teams and individuals
- Experience aligning the function with the needs of the business; developing short term plans, long term plans, business cases and proposals
- Proven ability to develop consensus among diverse teams
- Ability to lead and organize people to achieve goals by providing clear directions and adapting one's leadership style as needed; serves as a role model for others by exemplifying the highest standards for professionalism, integrity, ethics, and honesty
- Ability to build positive working relationships internally at all levels as well as alliances and partnerships externally by fostering trust, collaboration, and teamwork; demonstrates sensitivity and openness to others' views; uses EQ to adapt interpersonal style to relate well to others
- Service-orientated with highly developed interpersonal communications skills, along with being metric driven so that decisions are based on facts through numbers.
- Individual must demonstrate a continuous improvement mindset
- Ability to present ideas in user-friendly language to audiences with varying levels of IT knowledge and have a excellent affinity to business objectives
- Ability to easily adjust their level of process discipline and formality to suit the requirements of the objectives at hand
- Ability to network and build relationships within an organization to establish credibility and underst

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