IT Service Centre Director

2 weeks ago

MontréalEst, Quebec, Canada American Iron & Metal Full time

Job Summary

American Iron & Metal is seeking a highly skilled and experienced Director, IT Service Centre to lead our local support teams and outsourcing partners, ensuring customer satisfaction while adhering to desired IT standards and norms.

Key Responsibilities

  • Develop and maintain a high-performance support team on a daily basis, ensuring that incidents, service requests and problems are effectively managed according to ITIL best practices and agreed customer service level agreements (SLAs).
  • Define the service catalog and service levels for the group, providing coverage that meets the company's needs.
  • Direct activities within the group and ensure that 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.
  • Implement a strategic vision in support of the company's needs, and base its strategy 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, while ensuring effective negotiation of proposals.
  • Audit the updating of user procedures, technical documentation, support processes and operations manuals.

Requirements

  • 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.
  • Has in-depth knowledge of the 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.

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