Director, IT Service Center

2 weeks ago

Montréal, Canada American Iron and Metal Full time

**Company Description**
American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued to prosper for the last eight decades thanks to the dedication of our employees and the ongoing trust and support of our customers.

Become part of team AIM, a growing team with an entrepreneurial spirit who has over the years evolved into a successful and multifaceted company with business divisions that include metal recycling, decommissioning and demolition, auto-parts sales and recycling, manufacturing of solder assemblies, construction waste recycling, and production of customized industrial and mining products.

We take pride in doing good things for the environment to help create a greener, more sustainable future for all.

It’s simple; we do it right. We AIM for excellence.

**What we offer**
- Competitive salary + other perks
- Group insurance & RRSP program
- Company-wide events throughout the year (BBQ, Holiday party etc.)
- Free gym on site
- Two cafeterias on site (subsidized meal program available)
- Dynamic & rewarding work environment
- work on high-impact, meaningful projects while also having fun
- Lead local support teams and outsourcing partners to ensure customer satisfaction while adhering to desired IT standards and norms.
- Develop and maintain a high-performance support team on a daily basis, ensuring that incidents, service requests and problems are effectively managed according to ITIL best practices and agreed customer service level agreements (SLAs).
- Define the service catalog and service levels for his group, providing coverage that meets the company's needs.
- Direct activities within his group and ensure that projects and recurring activities are carried out efficiently and delivered on time and on budget.
- Measure and report on the performance of internal and external teams in terms of volume and service delivery.
- Maintain, control & have sufficient equipment available at all times according to delivery targets (SLA) and ensure that user equipment inventory is maintained through the group's tools and processes.
- Implement a strategic vision in support of the company's needs, and base its strategy on standards, best practices and norms specific to its sector.
- Monitor new developments in his/her field of expertise and assess their relevance to the company.
- Develop and maintain strategic business relationships with our suppliers, while ensuring effective negotiation of proposals.
- Audit the updating of user procedures, technical documentation, support processes and operations manuals.

**Qualifications**
- University degree in computer science or specialized bachelor's degree in information technology.
- 10 years' relevant experience, including 5 as a service center manager.
- Successful relevant experience in user service outsourcing.
- Good knowledge of Windows environments, O365 and equipment lifecycle management.
- Has in-depth knowledge of the indicators and best practices required to manage his/her environment.
- Certification and/or knowledge of ITIL, CoBit.
- Fluent in spoken and written French and English.
- Customer service and results oriented.
- Leadership / Ability to influence / Teamwork / Autonomy.
- Ability to solve problems / Ability to make recommendations.
- Good stress resistance / Time and priority management.
- Professional / Thorough / Proactive and able to react quickly.

**Additional Information**
American Iron & Metal and its subsidiaries is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, colour, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws.

Although we’d love to be able to speak with everyone that applies, due to the volume of applicants we receive and time constraints, only those selected to move forward will be contacted.

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