IT Service Manager

3 weeks ago

Cambridge, Ontario, Canada Septodont Full time
Job Summary

The IT Service Manager, Service & Support – Americas is responsible for managing all areas of IT Service and Support in the region. This includes managing and mentoring the IT staff responsible for service delivery, help desk, and end user computing. The successful candidate will be a champion of customer-centric behaviors, focusing the IT Service and Support team on achieving service levels and enhancing end-user computing through customer-centric service delivery.

Responsibilities
  • Deliver cost-effective operations that fully support and enable strategic objectives for the region.
  • Lead by example, reinforcing expected behaviors within the team, driving a service excellence culture:
    • Seeing everything through the lens of the customer.
    • Paying attention to the physical environment because everything speaks.
    • Providing service delivery that will create service wows.
    • Developing processes that make employees service heroes for doing an outstanding job.
  • Champion ongoing improvement, and market I&O to the organization by:
    • Focusing on customer-facing activities.
    • Acting as the local business partner for the region ensuring customer requirements are understood and facilitating communication with local management teams with specific focus as the first point of contact for the Cambridge site.
    • Managing from a customer value creation perspective using:
      • Customer value creation metrics (what is important to the business).
      • An emphasis on customer-focused problem-solving workflows (agile, lean).
      • All staff empowered to take proactive action to prevent performance issues.
  • Prioritize customer-centric behavioral competencies and technical skills for developing and hiring staff:
    • Developing behavioral competencies, as well as new technical skills.
    • Protecting staff time for development.
  • Lead the local Service Support function with a mission focused on:
    • Champion service excellence in:
      • The onboarding of new employees ensuring all tools and technologies are properly prepared and trained.
      • The management of service delivery ensuring the support team and end-users are properly prepared for delivery of new or updated services/applications.
      • Support help desk (including Incident, Problem, Change, and reporting).
      • Deployment and support of employee devices including management of the hardware lifecycle.
      • Follow-up on end-user device metrics including hardware, software (i.e. Windows Updates), and security deployments (i.e. disk encryption, endpoint protection) to ensure devices maintain a high level of security and capabilities.
  • Manage help desk and support service levels, including for on-call support outside of regular business hours, to ensure:
    • Availability of resources according to business needs (internal and external).
    • Timely escalation of requests/issues.
  • Lead continuous improvement activities related to service delivery and end-user experience liaising with the appropriate I&O teams.
  • Ensure IT Security playbooks are followed and security incidents are properly prioritized and escalated.
  • Contribute to the preparation and management of staffing, capital, and operations spending plans.
  • Manage the performance and development of all direct reports.
  • Responsible for hiring, identifying skill gaps, and appropriate training/development.
  • Ensure hardware and software assets are tracked and software license compliance is maintained.
  • Responsible for compliance to GxP guidelines.
Qualifications
  • Bachelor's degree in Computer Science or Information Systems, or IT diploma with relevant certification (i.e. ITIL, Lean IT, Microsoft Expert or Architect level).
  • 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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