Director of Digital Transformation

1 day ago

Fredericton, New Brunswick, Canada Greenstone Financial Services Canada Full time

Estimated salary range: $140,000 - $180,000 per year

About the Role

We are seeking an experienced Director of Digital Transformation to lead our technology team in delivering high standards of service and reliability in our Canadian market.

Key Responsibilities:
  • Oversight of IT Operations, ensuring seamless delivery of services to all GFS Canada stakeholders
  • Collaboration with Australian Service Management team to maintain consistent service and processes for customers
  • Maintenance of service levels across Technology functions, identifying areas for improvement to enhance quality and efficiency
  • Implementation of changes to ensure minimal impact on business operations
  • Adherence to industry standards and best practices in IT Service management

Incident Management

  • Rapid response to incidents, minimizing disruption to services and achieving quick resolution
  • Cooperation with Australian Incident Manager to manage and handover major incidents across time zones
  • Effective communication with technical teams, stakeholders, vendors, and partners during incident resolution

Problem Management

  • Systematic approach to handle incidents from identification to resolution and closure
  • Identification and management of underlying problems causing incidents to prevent recurrence
  • Implementation of a structured problem management process to reduce the impact of incidents on business operations

Stakeholder Management

  • Collaboration with internal and external stakeholders to understand their needs
  • Building and maintaining strong relationships with stakeholders, ensuring their needs and expectations are met while aligning with business objectives

Risk Management

  • Identification, evaluation, and mitigation of potential risks and service delivery
  • Devise effective mitigation strategies

Vendor Management

  • Engagement in vendor selection and assessment, including onboarding and offboarding
  • Lifecycle management of contracts from negotiation to compliance (SLAs)
  • Performance management of vendors against SLAs, gathering feedback for continuous improvement

Budget Management

  • Ownership of budgets for the domain (total cost of ownership), including forecast, management, and ongoing cost/resource optimization
  • Reporting on adherence to budgets

Team Leadership

  • Leadership of a team of L1/L2 analysts and engineers
  • Performance management and ongoing career development support, feedback, and coaching
About You

We are looking for a highly skilled professional with a Bachelor's degree in Business Administration, Information Technology, or a related field. The ideal candidate will have at least 5 years of experience in IT Operations management, a strong understanding of modern engineering practices, and the public cloud. Experience with ITIL or other service management frameworks is highly desirable.

The successful candidate will possess exceptional leadership skills, excellent communication and interpersonal skills, strong problem-solving skills, and the ability to think strategically. They will be customer-focused, agile, innovative, and a team player.

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