Director of IT Service Delivery and Operations

1 month ago

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

EmergiTEL Inc. is seeking a highly skilled Director, IT Service Delivery and Operations to report to the Executive Vice President of Information Technology. This role is pivotal in ensuring that solutions and deliverables meet the business needs of the organization, acting as a trusted business partner and aligning IT services with strategic business objectives.

Key Responsibilities:
  • End-to-end ownership of ERP Enterprise Supply Chain, including Manufacturing, Warehousing, Transportation, Logistics, Planning, Procurement, Quality, and Analytics.
  • Oversee Global IT Operations, including monitoring, business support, ServiceNow management/optimization, core application uptime, user experience, and lifecycle management.
  • End-to-end management of infrastructure across the organization, focusing on both operational execution and strategic roadmaps.
  • Lead technical integrations, including enterprise ERP, operational systems, and continuous monitoring.
  • Manage User Application Security and ensure compliance with SOX and PCI-DSS standards.
  • Oversee 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.

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