Manager, Service Delivery

2 months ago

Toronto, Canada OPTrust Full time

Manager, Service Delivery

Department: ITOS

Type: Permanent

Location: Toronto

Posting Date: August 1, 2023

At OPTrust,
_paying pensions today, preserving pensions for tomorrow_ is our mission and business.

When you choose OPTrust, you join a team of smart, talented people who fuel our success and have a passion for pensions. Everyone at OPTrust - from London, Toronto, and Sydney - makes a meaningful impact, our environment is fast paced, but we find time to have fun and give back to the community as well. Our strength resides in our team members with different backgrounds and perspectives creating an inclusive and fulfilling place to work for everyone.

What OPTrust Offers You- Unique culture rooted in our core values - collaboration and teamwork, integrity, respect, flexibility, and excellence and continuous improvement - reflected across the team.- Dedicated business strategy for inclusion, diversity, and equity with multiple, meaningful opportunities to participate.- Flexible, hybrid work model being implemented to balance the benefits of working from home and the collaborative teamwork experience in the office.- Membership in our world-class defined benefit pension plan.- A purpose-driven environment, including the opportunity to contribute to OPTrust’s climate change and responsible investing programs.- Professional development opportunities and learning initiatives including access to LinkedIn Learning, in-house speaker series, tuition reimbursement program and professional association memberships.- Comprehensive benefits package focused on your health and wellness, including dental, vision and extended health benefits.- Opportunity to take parental and adoptions leaves to spend time with family.- Competitive vacation package and time away from work such as work-life balance days.

About the Role

What You’ll Do- Works with other departments, project teams and external partners in planning and implementing information technology solutions consistent with OPTrust’s strategic priorities and direction. Ensures the IT strategic direction is aligned with the business direction.- Directs the procurement, acquisition, installation, reconciliation and maintenance of technologies/services and licenses required to support/enhance end user needs.-
- Provide oversight and guidance on all Service Delivery project related and operational tasks.- Effectively work with other technical staff in ITOS and on enterprise-wide projects as a technical lead.- Work with partners to develop, test and implement creative technical solutions.- Work with Legal and the People Team to effectively manage staff offboarding and data preservation.- Supports, complements and participates in establishing/augmenting IT governance, Security and Privacy practices, policies, procedures, guidelines and standards and is required to be an advocate of these artifacts throughout the organization.- Establishes and ensures the development, implementation and oversight of end user operating processes and required IT standards/guidelines.- Provides oversight on end user licensing and asset inventory.- Develops and maintains services and operational expectations for, and with, all business partners within OPTrust.- Effectively manages vendor relationships throughout the entire vendor lifecycle.- Actively manages 3rd party service providers, ensuring Service Level Agreements/contractual obligations are met and the best value for services is derived for OPTrust.- Ensure Managed Service Provider overnight and weekend support is effectively managed.- Effective oversight of the onboarding and offboarding of staff, Trustees, vendors and all end user devices.

Team Leadership Functions:
- Responsible for building and developing a team which is both capable and responsive to the needs of the organization.-
- Performance management and coaching of staff, including management of probationary periods, performance assessment, and feedback.- Responsible for annual budget preparation and the effective management of the cost centre expenses.- Provides leadership and advice on strategy, planning, staffing and operations as a member of the ITOS management team.- Participates in special projects and committees as required.- Promotes and enhances the desired OPTrust culture and values within the division and the organization.- Other duties as assigned.

What You Bring- Demonstrated experience managing complex information technology environments at a pension plan or financial services firm.- Strong knowledge and experience in optimizing IT operations and service delivery.- Experience in budget planning, procurement and cost centre management.- Strong team leadership skills, including coaching and development of technical staff.- Strong interpersonal skills, including the ability to build positive and productive relationships with other teams and individuals both inside and outside the organization.- Post-secondary degree in computer science or equivalent exper

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