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IT Service Centre Director

2 months ago

MontréalEst, Quebec, Canada American Iron & Metal Full time

About American Iron & Metal

We are a family-owned company and a global leader in the metal recycling industry with over 125 sites and 4000 employees worldwide. Our dedication to our employees and customers has enabled us to prosper for eight decades.

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.

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 Responsibilities

  • Lead local support teams and outsourcing partners to ensure customer satisfaction and adherence to IT standards
  • Develop and maintain a high-performance support team, managing incidents, service requests, and problems according to ITIL best practices and SLAs
  • Define the service catalog and service levels for the group, providing coverage that meets the company's needs
  • Direct activities within the group, ensuring projects and recurring activities are carried out efficiently and delivered on time and on budget
  • Measure and report on the performance of internal and external teams in terms of volume and service delivery
  • Maintain and control equipment inventory, ensuring sufficient equipment is available according to delivery targets and user equipment is maintained through the group's tools and processes
  • Implement a strategic vision in support of the company's needs, based on standards, best practices, and norms specific to the sector
  • Monitor new developments in the field of expertise and assess their relevance to the company
  • Develop and maintain strategic business relationships with suppliers, ensuring effective negotiation of proposals
  • 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
  • In-depth knowledge of indicators and best practices required to manage the 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

Equal Opportunity Employer

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.