IT Service Manager

3 weeks ago

Cambridge, Ontario, Canada Septodont Full time
Job Summary

The IT Service Manager, Service & Support – Americas is responsible for leading the IT Service and Support team in the region, ensuring the delivery of high-quality services to customers. This role requires strong leadership and management skills, as well as the ability to drive service excellence and customer-centric behaviors within the team.

Responsibilities
  • 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 help desk and support service levels, including on-call support outside of regular business hours.
  • Lead continuous improvement activities related to service delivery and end-user experience.
  • 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.
Qualifications
  • Bachelor's degree in Computer Science or Information Systems, or IT diploma with relevant certification.
  • 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 make well-reasoned business decisions.
  • 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.
  • Valid Driver's license and passport.
What We Offer
  • Excellent 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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