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IT Service Centre Director
2 months ago
American Iron & Metal is a leading global company in the metal recycling industry, with over 125 sites and 4000 employees worldwide. We have a strong commitment to sustainability and a greener future.
Job DescriptionWe are seeking a highly skilled IT Service Centre Director to lead our local support teams and outsourcing partners. The successful candidate will be responsible for ensuring customer satisfaction while adhering to desired IT standards and norms.
Key Responsibilities- Develop and maintain a high-performance support team, ensuring effective management of incidents, service requests, and problems 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, ensuring 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.
- Maintain, control, and have sufficient equipment available at all times according to delivery targets (SLA) and ensure that user equipment inventory 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.
- 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.
- Competitive salary + other perks.
- Group insurance & RRSP program.
- Company-wide events throughout the year (BBQ, Holiday party, etc.).
- Free gym on site.
- Two cafeterias on site (subsidized meal program available).
- Dynamic & rewarding work environment - work on high-impact, meaningful projects while also having fun.
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.
Although we'd love to be able to speak with everyone that applies, due to the volume of applicants we receive and time constraints, only those selected to move forward will be contacted.
