Manager, Technology Services

3 weeks ago

Mississauga, Canada World Vision Canada Full time

Are you looking for more than a job? At World Vision Canada we offer challenging careers that change the lives of children all over the world and it will change yours too. Come and be part of a team of 400 Canadians with a vision for the world: Life in all its fullness for every child.

You will experience Christian faith in action helping to make real and lasting change in the lives of the world’s most vulnerable children. Join the World Vision Canada team and be part of a powerful and effective force for good:
For Children. For Change. For Life.

**Position**: Manager, Technology Services

**Reports to**: Director, Infrastructure

**Position Term**: Full Time Permanent

**Primary Location**: Mississauga, Ontario, Canada

**Workplace Type**: Remote (within Canada)

**Job Description**:
The Manager of Technology Services directs and manages the effort of the Technology Services (Staff and Vendors) within the Infrastructure group. Technology Services contributes to the overall success of WVC by ensuring the maintenance of technology solutions that support the strategic goals of WVC.

Working within the organization, the Manager of Technology Services is responsible for frontline and service level support to World Vision Canada by influencing and establishing operational policies and processes, service level metrics, policies and procedures on various IT initiatives including administrative and operating guidelines for WVC in relation to Infrastructure.

The manager who is a member of the Infrastructure Management Team, will provide spiritual and professional leadership to the Technology Services staff members and actively participates in the overall management of the Infrastructure section.

Duties and responsibilities

Operations
- Plans the activities and staffing requirements of the Technology Services section.
- Support and encourage staff to provide service excellence to IT customers.
- Maintain relationship with multiple vendors. These vendors will include, but aren’t limited to; Service Desk Support, End user hardware leasing, Network Support, Printer Support.
- Prepare and maintain documentation of processes, including diagrams and configuration information.
- Create and maintain performance metrics used to measure and improve performance.
- Monitor and report on key performance indicators and service level agreements, ensure high performance and availability.
- Partner internally, and with external partners, to ensure technology service reliability.
- Develop and maintain standard operating procedures for all services offered by the team.
- Administer all the personnel functions for Technology Services staff including performance management, recruiting, succession planning, mentoring and coaching.
- Actively participate in program increment planning, various committees and task forces.
- Prepare and administer an annual budget for the section.
- Oversee the management and maintenance of the Asset Database, Staff Directory, and loaner equipment at the Service Desk.
- Define desktop, peripheral and hardware requirements for the organization.

Strategic Planning
- Set and implement IT standards and policies throughout the organization.
- Review IT policies on a regular basis and provide updates when necessary.
- Proactive planning for technology problems and issues before they arise.
- Attend the Change Advisory Board, including leading the meeting in the absence of a director, and ensuring the quality of changes submitted meets company standards.
- Provide technical guidance to the organization.
- Meet with staff to review procedures and work processes to determine equipment, training, and technology requirements.
- Coordinate with Digital & Information Technology (D&IT) senior leadership and D&IT Managers to establish priorities and operating plan.

Project Management
- Attend project planning meetings and provide input and technical guidance.
- Provide resources for project implementation.
- Oversee project implementation within the Technology Services section.
- Culture Champion and People Development.
- Embodies the traits of a servant leader.
- Identifies areas of culture to be improved and celebrates and nurtures the development of trust, openness, innovation, and agility. Serves as an example to all employees of World Vision values, mindsets, and behaviors.
- Encourages and makes time for staff to participate in training.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

**Qualifications**:

- BSc in Computer Science, Information Technology or related field, or equivalent in training and experience.
- 5 years work experience.
- Key Certifications include, but aren’t limited to:

- ITIL.
- Project Management.
- Knowledge of industry best practices pertaining to Service Desk and Vendor Management.
- Strong interpersonal skills with a desire to col

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