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Senior IT Service Delivery Manager

2 months ago

Toronto, Ontario, Canada Norton Rose Fulbright Full time

About the Role:

Norton Rose Fulbright is seeking a highly skilled and experienced Senior IT Service Desk Manager to lead our IT Service Desk team. As a key member of our IT organization, you will be responsible for delivering exceptional IT service to our users, ensuring that our IT systems and infrastructure are running smoothly, and providing technical support to our staff.

Key Responsibilities:

  • Lead the IT Service Desk team to deliver high-quality IT service to our users.
  • Develop and implement IT service management processes and procedures to ensure efficient and effective service delivery.
  • Collaborate with other IT teams to ensure seamless integration of services and support.
  • Provide technical support to our staff, including troubleshooting and resolving IT issues.
  • Develop and maintain relationships with key stakeholders, including business leaders and IT teams.
  • Manage and prioritize IT projects and initiatives to ensure timely and successful delivery.
  • Develop and implement IT service level agreements (SLAs) and key performance indicators (KPIs) to measure service quality and efficiency.
  • Conduct regular service reviews and audits to identify areas for improvement and implement changes as needed.
  • Develop and maintain IT policies and procedures to ensure compliance with regulatory requirements.
  • Provide training and coaching to IT staff to ensure they have the necessary skills and knowledge to deliver high-quality IT service.
  • Manage and maintain IT budgets and resources to ensure efficient and effective service delivery.

Requirements:

  • Minimum 12 years of experience in IT service management, with a focus on service desk operations.
  • Minimum 8 years of experience in a leadership or management role, with a focus on IT service delivery.
  • Proven experience in developing and implementing IT service management processes and procedures.
  • Proven experience in leading and managing IT teams to deliver high-quality IT service.
  • Strong technical skills, with a focus on IT service management and technical support.
  • Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.
  • Strong analytical and problem-solving skills, with the ability to identify and resolve complex IT issues.
  • Ability to work in a fast-paced environment, with multiple priorities and deadlines.
  • Ability to work effectively in a team environment, with a focus on collaboration and communication.

What We Offer:

  • A competitive salary and benefits package.
  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A collaborative and inclusive team culture.
  • A comprehensive training program to ensure you have the necessary skills and knowledge to deliver high-quality IT service.