IT Service Manager

6 days ago

Cambridge, Ontario, Canada Septodont Full time

Job Summary

The IT Service Manager will lead the IT Service and Support team in the Americas region, reporting to the Senior IT Manager, Operations. This role is responsible for managing all areas of IT Service and Support, including service delivery, help desk, and end user computing. The successful candidate will have a strong customer-centric approach, focusing on delivering exceptional service levels and enhancing the end user experience.

Responsibilities

The IT Service Manager will:

  • Deliver cost-effective operations that support strategic objectives for the region.
  • Lead by example, reinforcing expected behaviors within the team and driving a service excellence culture.
  • Champion ongoing improvement and market I&O to the organization.
  • Manage the local Service Support function with a mission focused on service excellence.
  • Lead continuous improvement activities related to service delivery and end user experience.

Qualifications

The ideal candidate will have:

  • A Bachelor's degree in Computer Science or Information Systems, or an IT diploma with relevant certification.
  • Minimum 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.
  • 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.

What We Offer

Septodont offers a competitive compensation and benefits package, bonus and reward programs, discounted gym memberships, programs supporting work-life balance, employee recognition program, professional and personal development programs, social events, and spirit days.

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