Service Center Manager

4 weeks ago


Montreal, Quebec, Canada Scrapmetal Full time

American Iron & Metal is a global leader in the metal recycling industry, with a strong commitment to sustainability and customer satisfaction. We're seeking a skilled Service Center Manager to lead our local support teams and outsourcing partners, ensuring exceptional customer experiences while adhering to industry standards.

This is a dynamic and rewarding role that requires strong leadership and technical skills. As a Service Center Manager, you'll be responsible for developing and maintaining a high-performance support team, managing incidents and service requests, and defining service catalogs and levels to meet our company's needs.

Key responsibilities include:

  • Leading local support teams and outsourcing partners to ensure customer satisfaction and adherence to IT standards
  • Developing and maintaining a high-performance support team, ensuring effective management of incidents, service requests, and problems
  • Defining service catalogs and levels to meet the company's needs
  • Directing activities within the group, ensuring efficient project delivery and budget management
  • Measuring and reporting on team performance, including volume and service delivery metrics
  • Maintaining and controlling equipment inventory, ensuring delivery targets are met
  • Implementing a strategic vision to support the company's needs, based on industry standards and best practices
  • Monitoring new developments in the field and assessing their relevance to the company
  • Developing and maintaining strategic business relationships with suppliers, ensuring effective negotiation of proposals
  • Auditing user procedures, technical documentation, support processes, and operations manuals

We offer a competitive salary, group insurance, and RRSP program, as well as a dynamic and rewarding work environment. If you're a results-oriented leader with a passion for IT service delivery, we encourage you to apply.



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