Manager, IT Service Delivery

1 month ago

Ottawa, Canada Royal Canadian Mint Full time

The Royal Canadian Mint is hiring a Manager, IT Service Delivery who can thrive in a dynamic and inclusive environment.

Reporting to the Senior Manager, IT Operations & Service Delivery, the Manager is responsible for leading staff in IT service management, customer service, and problem solving and will incorporate new processes or initiatives to deliver on objectives. The role manages the coordination of resources to ensure that work objectives are consistently met and that the Service Delivery team can achieve customer and operational excellence. Attention should be paid to continually maturing the organizational ITSM rating, and service delivery excellence. The Manager will be responsible for leading a team of approximately 12 people.

**Essential Duties and Responsibilities**:

- Set a high standard of service desk performance. Create and promote a positive, customer-focused attitude within the Service Desk that projects a helpful and supportive conduct to all users.
- Manage staff, including: establishing and communicating performance expectations, determining training and development needs, and managing performance. Provides functional direction to the IT Service Delivery Desk resources at both the Ottawa and Winnipeg facilities.
- Manage and assume responsibility for the overall ownership, monitoring, tracking and quality assurance for all IT Incidents and Service Requests.
- Manage the IT-related components for annual employee meetings, town halls, board meetings, facilities projects, and workforce changes.
- Responsible for the life-cycle management of all IT supported end user hardware and software.
- Proactively ensures training of end users in the effective use of technology-related devices, including computer hardware/software and mobile technology. Educates end users and team members on the handling of sensitive data and general IT security awareness practises.
- Contribute to the development of a multi-year IT roadmap and strategic planning activities as well as budgeting and forecasting activities.
- Develop an effective and workable framework for managing and improving customer IT support in the organization. Advises management on situations that may require additional client support or escalation.

**Requirements**:

- University degree in related area
- Minimum of 7 years of related business experience
- Minimum of 5 years of progressive management experience
- ITIL v3 Certification (Foundation or higher) highly desired
- Service Desk Manager Certification (HDI) is a plus
- In-depth knowledge of service desk operations to include: Windows Operating Systems, Mac OS(x), MS Office Suite, LAN/WAN operations, Citrix, PC imaging, remote administration tools, mobile platforms, basic server operations
- Strong knowledge of Footprints, SCSM, or similar ticket tracking and documentation system
- Proven analytical and problem-solving abilities
- Experience managing a team of IT professionals located in multiple locations
- Excellent customer service skills
- Bilingual (English and French) mandatory

The health and safety of our employees is a top priority. The Mint has developed significant and rigorous safety protocols to address the COVID-19 pandemic.

**Ready to mint your career?

  • Delivery Driver

    1 month ago

    Ottawa, Canada G&Son Delivery Service Full time

    LOOKING FOR DELIVERY SUB CONTRACTORS (APPLIANCE/ FURNITURE DELIVERY) Looking for driver and helper for 5 Tonne Truck with 26ft box (Experience Required) Driver pay $190 a DAY - Experience Required Helper pay $160 a DAY - Experience Required Must be able to work between 8 to 10 hour days, all days are not the same. Subcontractor must pay their own...

  • Delivery Driver

    4 weeks ago

    Ottawa, Canada G&Son Delivery Service Full time

    LOOKING FOR DELIVERY SUB CONTRACTORS (APPLIANCE/ FURNITURE DELIVERY) Looking for driver and helper for 5 Tonne Truck with 26ft box ( needs experience ) Driver pay 205$ a DAY ( $1025 a week ) Experience Necessary Helper pay 180$ a DAY ( $900 a week) Experience Necessary Must be able to work between 7 to 12 hour days, all days are not the...

  • Service Delivery Manager

    4 weeks ago

    Ottawa, Canada GAT Full time

    The Service Delivery Manager provides leadership, direction, and support to our above and below wing teams and will be responsible to motivate, coach and mentor them. Primary Job Functions **The primary duties of the Service Delivery Manager include**: - Drive the ongoing development of our relationship with Flair Airlines, working closely with their...

  • Service Delivery Manager

    4 days ago

    Ottawa, 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...

  • IT Services Program Manager

    1 month ago

    Ottawa, Canada PureLogic IT Solutions Full time

    **Responsibilities**: - Oversee and manage the successful delivery of VMware-based projects and programs, ensuring they are completed within the agreed scope, time, and cost constraints. - Assist with the resource program roadmap, developing detailed project plans, and coordinating cross-functional teams. - Develop and maintain a detailed project schedule...

  • Service Delivery Manager

    4 days ago

    Ottawa, 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...

  • Senior Service Delivery Manager

    1 week ago

    Ottawa, Canada Hamilton Barnes Associates Limited Full time

    Are you ready to lead in service excellence?You'll have the opportunity to step into the role of Senior Service Delivery Manager, overseeing ITIL processes and conducting impactful service reviews.You'll be at the forefront of service innovation, implementing and refining ITIL processes to enhance overall service delivery.You'll have the autonomy to conduct...

  • Senior Service Delivery Manager

    1 week ago

    Ottawa, Canada Hamilton Barnes Associates Limited Full time

    Are you ready to lead in service excellence?You'll have the opportunity to step into the role of Senior Service Delivery Manager, overseeing ITIL processes and conducting impactful service reviews.You'll be at the forefront of service innovation, implementing and refining ITIL processes to enhance overall service delivery.You'll have the autonomy to conduct...

  • Senior Service Delivery Manager

    1 week ago

    Ottawa, Canada Hamilton Barnes Associates Limited Full time

    Are you ready to lead in service excellence?You'll have the opportunity to step into the role of Senior Service Delivery Manager, overseeing ITIL processes and conducting impactful service reviews.You'll be at the forefront of service innovation, implementing and refining ITIL processes to enhance overall service delivery.You'll have the autonomy to conduct...

  • Delivery Manager

    4 weeks ago

    Ottawa, Canada Arlingtonn Five Full time

    **Responsibilities**: - Manage the delivery of products to customers in a timely and efficient manner. - Ensure that all deliveries are made according to customer specifications. - Develop and implement delivery policies and procedures. - Monitor and track delivery performance. - Develop and maintain relationships with customers, vendors, and suppliers. -...

  • Project Delivery Manager

    1 month ago

    Ottawa, Canada Atco Ltd. Full time

    Who We Are: ATCO Frontec is a market leader providing facilities management, camp services, workforce lodging solutions, operational support services and disaster and emergency management for a diverse range of clients. We are a service-based organization made up of great people who work hard to get the job done and deliver excellence in the communities...

  • Senior Service Delivery Manager

    20 hours ago

    Ottawa, ON, Canada Hamilton Barnes Associates Limited Full time

    Are you ready to lead in service excellence? You'll have the opportunity to step into the role of Senior Service Delivery Manager, overseeing ITIL processes and conducting impactful service reviews. You'll be at the forefront of service innovation, implementing and refining ITIL processes to enhance overall service delivery. You'll have the...

  • Senior Service Delivery Manager F/H

    20 hours ago

    Ottawa, ON, Canada Hamilton Barnes Associates Limited Full time

    Are you ready to lead in service excellence? You'll have the opportunity to step into the role of Senior Service Delivery Manager, overseeing ITIL processes and conducting impactful service reviews. You'll be at the forefront of service innovation, implementing and refining ITIL processes to enhance overall service delivery. You'll have the autonomy to...

  • Application Support

    1 month ago

    Ottawa, Canada 2i Solutions, Inc Full time

    There is a 2 year contract opportunity for an Application Support & Delivery Manager, in Ottawa.Work would be done remotely until the pandemic situation normalizes.Please reply if you’re available. In case you are not the right resource, please refer someone. ThanksMust haves:• Reliability level Security clearance is mandatory• 7+ years of experience...

  • Application Support

    4 weeks ago

    Ottawa, Canada 2i Solutions, Inc Full time

    There is a 2 year contract opportunity for an Application Support & Delivery Manager, in Ottawa.Work would be done remotely until the pandemic situation normalizes.Please reply if you’re available. In case you are not the right resource, please refer someone. ThanksMust haves:• Reliability level Security clearance is mandatory• 7+ years of experience...

  • Application Support

    4 weeks ago

    Ottawa, Canada 2i Solutions, Inc Full time

    There is a 2 year contract opportunity for an Application Support & Delivery Manager, in Ottawa.Work would be done remotely until the pandemic situation normalizes.Please reply if you’re available. In case you are not the right resource, please refer someone. ThanksMust haves:• Reliability level Security clearance is mandatory• 7+ years of experience...

  • Service Delivery Assistant

    1 month ago

    Ottawa, Canada Ministry of Labour, Immigration, Training and Skills Development Full time

    Are you an administrative professional committed to providing excellent customer service? If so, consider this opportunity to provide a range of administrative, program and financial support services related to employment programs to support our Employment and Training Division. The Ministry of Labour, Immigration, Training and Skills Development's...

  • Spécialiste en livraison et support

    4 weeks ago

    Ottawa, ON, Canada Intega IT Full time

    Intega IT is a boutique IT Support Company. We pride ourselves in the service and delivery that we have consistently brought to our partners in the Ottawa community since 2001. The role is an integral part of our Service Desk team providing remote technical support and guidance to awesome customers. Excellent customer service skills are a key requirement...

  • Service/sales Area Lead

    4 weeks ago

    Ottawa, Canada EXECUTIVE MAT SERVICE Full time

    Job Overview: Executive Mat Service (EMS) is looking for Service Sales Area Lead’s to focus on growing our organization in new growth markets, while embarking on an exciting fast-paced career path with an entrepreneurial spirit. EMS is looking for eager, goal oriented and energetic individuals that aspire to be part of a growth oriented leading-edge...

  • Manager, Ats Recruitment Program Delivery

    4 weeks ago

    Ottawa, Canada NAV Canada Full time

    Job Posting Title Manager, ATS Recruitment Program Delivery Job Category Talent Acquisition Language Requirements Bilingual / Bilingue Posting End Date 2023-06-04 Job Grade L2 Zone A Pay Range Commensurate with Experience / Selon l’expérience Job Summary The Manager, Air Traffic Services (ATS) Recruitment Program Delivery is the key...