IT Manager, Service

3 days ago

Cambridge, Ontario, Canada Septodont Full time

Job Summary

The IT Manager, Service & Support – Americas is responsible for leading the IT Service and Support team in the region, ensuring the delivery of high-quality services to customers. This role requires strong leadership and management skills, as well as the ability to drive business growth and customer satisfaction.

Responsibilities

  • Develop and implement IT service strategies that align with business objectives.
  • Lead a team of IT professionals to deliver exceptional customer service and support.
  • Manage and mentor IT staff to ensure they have the necessary skills and knowledge to perform their roles effectively.
  • Collaborate with cross-functional teams to identify and prioritize business needs and develop solutions to meet those needs.
  • Ensure the delivery of high-quality services that meet or exceed customer expectations.
  • Develop and implement processes and procedures to improve service delivery and customer satisfaction.
  • Manage and maintain IT infrastructure, including hardware, software, and network systems.
  • Ensure compliance with regulatory requirements and industry standards.
  • Develop and manage IT budgets and resources to ensure efficient use of resources.
  • Provide regular reporting and updates to senior management on IT service performance and customer satisfaction.

Qualifications

  • Bachelor's degree in Computer Science or Information Systems, or IT diploma with relevant certification.
  • Minimum of 5 years of progressive IT experience with diverse enterprise environments, including 2 years of experience supervising teams in a technical support/customer service environment.
  • Pharmaceutical, food, or cosmetic industry experience is considered an asset.
  • Demonstrated track record of providing great customer service.
  • Strong team player with the ability to lead and mentor staff, including remotely, as well as within cross-cultural teams.
  • Excellent written and verbal communication skills with diverse teams.
  • Proficiency in Portuguese (Brazilian) is an asset.
  • Agile in thought and action with the ability to tackle difficult problems analytically and to make well-reasoned business decisions (business acumen).
  • Demonstrated experience guiding conflict resolution and facilitating employee relations activities.
  • Experience in planning and execution of multi-location projects utilizing formal project management methodology.
  • Proven knowledge of Health and Safety legislation and other Employment related legislation such as the Employment Standards Act.
  • Valid Driver's license and passport (i.e. eligible to travel Internationally up to 10% of the time).
  • Must be available to work on all shifts.
  • This is a Hybrid role - 3 days office and 2 days WFH

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