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Director of IT Service Delivery and Operations

2 months ago

Toronto, Ontario, Canada emergiTEL Inc. Full time
Director, IT Service Delivery and Operations

EmergiTEL Inc. is seeking a seasoned Director, IT Service Delivery and Operations to lead our IT operations and ensure seamless delivery of IT services to support our business objectives. As a trusted business partner, you will be responsible for aligning IT services with strategic business goals and driving value through effective leadership and stakeholder engagement.

Key Responsibilities:
  • Oversee the end-to-end management of ERP Enterprise Supply Chain, including Manufacturing, Warehousing, Transportation, Logistics, Planning, Procurement, Quality, and Analytics.
  • Lead Global IT Operations, including monitoring, business support, ServiceNow management/optimization, core application uptime, user experience, and lifecycle management.
  • Manage infrastructure across the organization, focusing on operational execution and strategic roadmaps.
  • Lead technical integrations, including enterprise ERP, operational systems, and continuous monitoring.
  • Ensure User Application Security and compliance with SOX and PCI-DSS standards.
  • Manage a multimillion-dollar Opex/Capex budget with internal and external stakeholders.
  • Focus on process management and optimization within the assigned portfolio.
  • Define and lead the portfolio strategy, guiding a team of project leads, business analysts, developers, testers, and change management resources.
  • Provide coaching, mentoring, and training to teams, focusing on value creation tied to business outcomes.
  • Lead and collaborate with business stakeholders on key deliverables, managing business risks.
  • Develop and implement strategies for deploying a global Cloud/SAAS environment while balancing global and local business needs.
  • Work with stakeholders to operationalize the organization's cybersecurity strategy.
  • Drive industry best practices to standardize, simplify, and improve workflow and transactional execution.
  • Oversee performance planning, coaching, recruitment, and salary actions for the IT team.
  • Develop IT staff by defining career goals and providing formal and informal training programs.
  • Collaborate on Supply Chain and Operations strategy, driving project execution with high-quality results.
  • Negotiate with IT vendors and manage project delivery to support business priorities.
  • Ensure effective transition of IT-related projects into operational processes.
Requirements:
  • Strong leadership and project management skills with a focus on solving complex analytical problems.
  • Exceptional business relationship management skills.
  • Expertise in collaborating with stakeholders to develop requirements and deliver technical solutions.
  • Proven ability to deliver high levels of customer satisfaction and team collaboration.
  • Strong communication and interpersonal skills, both verbal and written.
  • Deep knowledge of program and project delivery in complex business environments.
  • Metrics-driven approach to provide visibility to stakeholders regularly.
  • Expertise in root cause analysis to resolve issues.
  • Proven ability to manage operational budgets and motivate teams across multiple locations.
  • Ability to work in a dynamic, fast-paced environment and incorporate industry best practices.
Education & Experience:
  • Post-secondary education in a related field (Business, Computer Science, Technology).
  • PMP certification preferred.
  • Experience managing multimillion-dollar departmental budgets.
  • 10+ years of experience leading ERP delivery, management, and optimization.
  • 10+ years of leading mid-sized teams in multidisciplinary projects.
  • Proven leadership in mobilizing high-performing teams across various time zones.
  • Experience working in publicly traded or regulated environments with robust IT control frameworks (e.g., PCI-DSS, SOX, GPDR, GMP, NIST).
  • Familiarity with cloud environments, particularly Azure, is a plus.
  • IT Leadership experience in industries such as CPG, Agriculture, or Pharma.
  • Proficiency in applications like SAP, Oracle, Sage, Microsoft Dynamics, Kinaxis, and visualization tools.