IT Service Delivery Manager

4 days ago

Moncton, New Brunswick, Canada Organigram Inc Full time

Job Summary:

Organigram Inc is seeking a highly skilled IT Service Delivery Manager to lead our technology service delivery team. As a key member of our IT department, you will be responsible for ensuring the effective delivery of all business-user technology to our various departments and companies.

Key Responsibilities:

  • Service Management: Oversee the delivery and maintenance of IT services to ensure they meet the needs of the business. This includes managing service level agreements (SLAs) and Key Performance Indicators (KPIs) with both internal and external providers.
  • Team Management: Lead a team of 4 IT professionals that handle level 1 support, including performance management, coaching, and development of team members.
  • IT Asset Management: Responsible for the life-cycle management of all IT supported end-user hardware and software, including the administration of the software and service catalog.
  • Stakeholder Management: Act as the key point of contact for all IT service delivery matters, including regular communication with stakeholders to keep them informed of progress and changes.
  • Continuous Improvement: Identify opportunities for service improvements, cost reduction, and efficiency gains, and implement these improvements where appropriate.
  • Documentation and Procedures: Develop and maintain operational procedures and knowledge base as it relates to the service desk, and manage the on-boarding and off-boarding process.

Requirements:

  • Demonstrated ability to build sustainable business relationships.
  • Advanced skills and experience in IT Service Management (ITSM) practices, including ITIL 4 certification.
  • Demonstrated prioritization, troubleshooting, and problem-solving skills in complex environments.
  • Demonstrated management and administration of an IT Service Management tool, such as Alloy.
  • Excellent communication and stakeholder management skills.
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • 5+ years of experience in technology, managing technical teams.
  • Experience in a manufacturing or production environment is considered an asset.
  • Hands-on experience managing Microsoft Technologies, such as MS-Teams, MS Teams Rooms, One Drive, Active Directory, SharePoint, Intune, and M365 Admin Center.

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