National Manager, Im/it Operations

2 weeks ago

Ottawa, Canada CFMWS Full time

**WHO WE ARE**
The Canadian Forces Morale and Welfare Services (CFMWS) supports the Canadian Armed Forces members and their families wherever they are in the world through the provision of fitness, recreation and leisure activities, family and charitable support, retail as well as personal financial services. We offer our employees the opportunity to work with a purpose every day in an inclusive, healthy, respectful and rewarding work environment.

**THE ROLE**
The National Manager IM/IT Operations leads Application, Deskside, and ITSM Support teams in delivering on day-to-day operational activities supporting administrative and mission critical systems. They lead and establish key support processes and operating procedures that will span across all support teams. They lead and monitor performance to ensure client satisfaction, teams are delivering quality service, and incidents/requests are resolved within defined Service Level Agreements (SLAs). They lead the development and implementation of support models including defining SLAs, report on metrics, and development of improvement plans. They also lead and oversee project resource management and project deliverables that impact the support teams under their leadership.

**QUALIFICATIONS NEEDED** Education, Certifications and Licenses**

College diploma or certificate in Information Technology, Computer Science, or in a related field AND some years of management experience in Information Management and Information Technology or in a related field

**Experience**

In Service Documentation and management

In SLA and OLA Implementation

In planning, managing, evaluating and advancing IM/IT support services, including helpdesk services

In the implementation of framework for continuous measurement and reporting

In end-to-end solution design and architecture

In systems and technical architecture and design

In crisis management

In personnel administration

In leading multi-discipline teams

In budget administration

In project management

In Key Performance Indicator (KPI), Service Level Agreement (SLA), and metrics reporting

**Competencies, Skills and Abilities**

Client focus, organizational knowledge, communication, innovation, teamwork and leadership.

**LANGUAGE REQUIREMENTS**
English or French Essential, Bilingual an asset

Reading: Advanced

Writing: Functional

Oral: Advanced

**BENEFITS AVAILABLE** Health Benefits**: Drug coverage, travel insurance, dental, vision, life insurance, disability insurance and accidental death and dismemberment coverage.

**Work Life Balance**: A wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.

**Retirement Planning**: A Group Savings Plans.

**Learning and Development**: Tuition Assistance Program and Advanced Learning Program, payment of professional association memberships, online learning opportunities and second language training.

**Perks**: Discounts through CFAppreciation.

**OTHER INFORMATION**
This position has an assigned location and may allow flexible work options such as remote or hybrid work but the employee must be able to travel to HQ - Ottawa, as required. Remote work may be required depending on health and safety considerations.

The selection process will be done virtually.

This position is a two-year term.

**START DATE**
11 September 2023

**INCLUSION AND ACCOMMODATION**

Job Reference: CFMWS08205

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