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IT Service Centre Director
2 months ago
About American Iron & Metal
American Iron & Metal is a family-owned company and a global leader in the metal recycling industry with over 125 sites and 4000 employees worldwide. We have continued to thrive for eight decades thanks to the dedication of our employees and the trust of our customers.
Our Business
We have 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.
Our Mission
We take pride in doing good things for the environment to help create a greener, more sustainable future for all.
What We Offer
- Competitive salary and benefits package
- Group insurance and RRSP program
- Company-wide events throughout the year
- Free gym on site
- Two cafeterias on site with subsidized meal program
- Dynamic and rewarding work environment
Job Description
The IT Service Centre Director will lead local support teams and outsourcing partners to ensure customer satisfaction while adhering to desired IT standards and norms.
The successful candidate will develop and maintain a high-performance support team, ensuring that incidents, service requests and problems are effectively managed according to ITIL best practices and agreed customer service level agreements (SLAs).
The IT Service Centre Director will define the service catalog and service levels for their group, providing coverage that meets the company's needs.
They will direct activities within their group and ensure that projects and recurring activities are carried out efficiently and delivered on time and on budget.
The IT Service Centre Director will measure and report on the performance of internal and external teams in terms of volume and service delivery.
They will maintain, control and 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.
The IT Service Centre Director will 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.
They will monitor new developments in their field of expertise and assess their relevance to the company.
The IT Service Centre Director will develop and maintain strategic business relationships with our suppliers, while ensuring effective negotiation of proposals.
They will 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 their 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.
