Manager, Service Delivery, It

5 months ago

Vancouver, Canada Bosa Properties Full time

About The Company:
Bosa Properties Inc. (“BPI”) is an end-to-end real estate company offering human-centered solutions for property development and management. Based out of Vancouver, Canada, our team of in-house experts work across residential, commercial and master-planned projects, with a growing residential portfolio that includes more than 20,000 homes that are built or under development, and an income portfolio that includes 5.5 million square feet of retail, industrial, office and rental properties under management.

We are an organization of high achievers and believe what is created in community is always better than what is created in isolation. We set high expectations and support you in achieving excellence. We are building a trusted community to collaborate, learn from each other and deliver results.

About The Role:
Reporting to the Director, IT Operations, the Manager, Service Delivery's goal is to enhance the end-user technology enabling efficient day-to-day operations of Bosa Properties by overseeing the efficient functioning of technology operations. With a deep understanding of the evolving IT landscape, they play a crucial role in the day-to-day operations of the company, supporting 300+ remote and onsite users at Bosa Properties Inc. This role offers a unique opportunity for an IT professional to take ownership of IT support at a national development company.

**What You'll Do**
- Lead and mentor an inclusive Service Delivery Team to support 300+ remote and on-site users with timely and accurate support;
- Monitor and identify common issues for event correlation and root cause analysis;
- Build and implement standard operating procedures for across the Technology Department to ensure consistency across the team;
- Create and manage documentation, polices, and training materials related IT operations;
- Develop daily, weekly and monthly reports on the team’s productivity
- Collaborate with stakeholders for seamless technology adoption, service needs, training needs, and optimizing technology usage.

What You Bring:

- Post-secondary education in Computer Information Systems Administration or equivalent work experience;
- Four (4) years of experience in a technical team management role;
- Excellent leadership ability, demonstrated through your ability to build an inclusive team through your mentorship and support reflected through professional experience providing mentorship and support to team members;
- Demonstrated ability to listen intently and work collaboratively, building strong relationships across the organization and with external partners.
- Proven expertise optimizing the triage process, escalation workflows, and team schedules for both in and after-hours coverage to meet SLA’s and KPI’s
- Extensive knowledge in change management and change control processes, O365, and issue tracking systems (i.e., Fresh Service, JIRA);

Salary Range: $110,600 to $152,100

**Who You Are**
- Trustworthy: You lead with trust when interacting with your team and other departments. You proactively build trust by demonstrating credibility, empathy, and sincerity.
- Humble: Unpretentious and self-aware, you take responsibility for your mistakes. You know that egos are barriers to doing our best work and always learning.
- Community focused: You believe what is created in community is always better than what is created in isolation and excellence is created through collaboration.

**How to Apply**

We value your interest in the Bosa Properties. While we can only respond to shortlisted applicants, we will keep your information on file and consider you for future opportunities as they come available.

You belong here If your experience and interests match with some of the above, we want you to apply. We are dedicated to building a diverse community, where everyone belongs.

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