Director IT End User Computing

4 months ago

Toronto, Canada CI Financial Full time

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

PRIMARY OBJECTIVE:
RESPONSIBILITIES:

- Planning, implementing and supporting all hardware, software, and services related to end-user’s services. This includes workstation technology, telephony, meeting room collaboration, Single Sign-On, MFA, O365 Suite, and associated security technologies.
- Planning and execution of all end-users’ administrative services including IAM, onboarding/offboarding, AD Administration.
- Delivery superior end-user support using an omnichannel model that can respond with agility to changing business needs.
- Implement and manage a robust Incident and Problem process aligned with the ITIL Framework including associated toolsets, with plans to expand to other ITSM processes.
- Ensuring currency, demand/capacity management plans and execution is embedded in all services and functions.
- Benchmark, analyze, report on, and make recommendations for the improvement of end-user systems and services.
- Communicate technology solutions and opportunities to management and staff.
- Provide guidance to technical teams regarding architectural and procedural best practices, in alignment with the enterprise architects.
- Lead governance and automation efforts to minimize manual work and ensure transparency in all aspects of the IT infrastructure ecosystem.
- Work with internal and external stakeholders to obtain and translate requirements into technical implementations.
- Oversee and develop a continuous delivery framework and tools.
- Support Disaster Recovery, Business Continuity planning, and testing
- Actively participates as a part of the department leadership team to develop long and short-term strategies, set and achieve measurable goals and objectives, and develop action plans with challenging but realistic deadlines.
- Maintain metrics necessary to support KPI and KRI reporting related to infrastructure performance and optimization.
- Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance.
- Participates in the budgeting process to ensure service agreements, equipment contracts and equipment contracts are budgeted for renewals.
- Possesses a continuous improvement mindset and proactively looks for opportunities to increase efficiencies, refine processes and cut costs with internal IT processes as well as throughout the business.
- Research emerging technologies and attend relevant professional courses/conferences to maintain the currency of skillset.
- Manages ongoing vendor relationships and ensures the timely and cost-effective delivery of services and products.
- Develop and maintain a robust 24/7/365 support model.
- Develops and maintains strong working relationships with peers in IT and the business.

AUTHORITIES:

- Signing and Purchasing authority with the delegated authority parameters of the organization

QUALIFICATION REQUIREMENTS:
Experience
- 15 years of experience in the IT industry with a focus on end-user compute services, design, implementation and support.
- 10 years in a leadership role within IT
- Extensive experience in a hybrid service model (Contact Center, Onsite Support and Remote level support)
- Experience in technologies that enable end-users (O365, Collaboration Tooling, Single Sign-On)
- Experience with IAM
- Experience with Security Tooling (MFA, Anti-Virus, DLP etc)
- Experience with delivery of end-user services through automation, Machine Learning and AI.
- Experience in ITSM processes and policies and ITSM tooling
- Experience with large scale deployment and transformation
- Prior experience with information technology in a financial institution preferred.

Education/Training
- Bachelor’s degree within a business, computer science or equivalent experience
- Industry Related Certifications (ITIL, Windows, etc.)

Knowledge, Skills, and Abilities
- Knowledge of a broad range of end-user technologies and new trends in the space
- Keen ability to work through custom requirements for business units, but create a healthy balance of implementation against standards.
- Must be able to demonstrate leadership of infrastructure change and transformation programs
- Performance analysis, troubleshooting and remediation techniques
- Excellent leadership, communication and organization skills with a results-oriented mindset
- Strong strategic planning and transformation discipline, with experience building and communicating business cases for technology change
- Demonstrated ability to build strong relationships with both business and IT stakeholders and leaders, as well as related IT project and operations teams
- Excellent communication skills, b

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