Team Lead, Is Service Management

**Team Lead, IS Service Management** **:montreal
**Montreal, Quebec, Canada****:
Do you want to experience the essence of a large organization in a company with a personal touch? Come and work with us We are looking for creative, innovative, and collaborative people like you to join our team.

At the heart of Alithya’s values is the well-being of our employees and their families. That's why we continue to follow the Public Health Agency of Canada’s recommendations closely.

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- Take your ambitions to the next level

Reporting to the Manager, Demand Management, you will be responsible for providing an optimal experience in the IS Service Management (ITSM) processes. In this context, you will be responsible for the governance, maintenance and continuous evolution of IS Service Management processes, which include, but are not limited to, incident and major incident management, problems, changes, knowledge bases, requests, releases, CMDB, assets, events, service levels, etc. You will be responsible for managing the activities and maximizing the skills and abilities of your team. You will plan and organize the execution of the team's operational activities and projects for all business processes supported by your area.

You will also manage, in collaboration with the outsourcer, all the activities of the production group, mainly the management of requests to production. You will be the representative and point of contact. Finally, you will be responsible for the governance of the major incident management process.
- Manage the activities of the team members under your supervision;
- Coach team members in their personal development and the achievement of objectives;
- Coach the various information systems sectors in the management of all the services under your supervision;
- Identify the stages of project realization, in collaboration with the project office management and in compliance with the associated methodology (opportunity study, feasibility study, preliminary analysis, project definition, project organization, etc.);
- Plan the activities of your team within the various projects and initiatives, and participate in the alignment of the plans with the competence centers and IS teams involved;
- Plan and manage the capacity of the team members to deliver the projects in their area;
- Lead the production support activities under your responsibility through the follow-up of service requests and problem resolutions assigned to your sector;
- Monitor the progress of projects, service requests, queries, incidents and problem resolutions assigned to your area;
- Collaborate with business teams and IS division teams to ensure the effective implementation of solutions by your team;
- Keeps abreast of trends and best practices in service delivery and suggest ways to your manager to improve the effectiveness of your team and interventions;
- Prepare individual and team follow-up meetings for your sector;
- Manage the team resources assigned to your sector;
- Prepare and conduct performance evaluations of team resources;
- Support the organization in the identification and development of talent, succession within the team under your responsibility and the maintenance of a high-performance team in accordance with the values and pillars of our client;
- Determine the performance targets for your team and monitor the achievement of these objectives;
- Support the team members under your responsibility in achieving their objectives and career development;
- Manage, coordinate and control the services rendered (production, incident, major incident, change, etc.);
- Coordinate and control activities involving the outsourced production management group;
- Follow up on projects and activities assigned to the production department;
- Plan and follow up, with the production manager, the interventions of the production management group required during the implementation of major projects;
- Ensure the governance of the major incident process;
- Be part of the day-to-day administrative escalation;
- Be responsible for the documentation and publication of the post-mortem of major incidents with stakeholders (cause, summary of events, solution, recommendations, etc.);
- Assume the relief of the resources of your team in case of absence;
- Act as an ambassador for IS service management processes within the organization, ensuring their performance and implementation with IS or business stakeholders.

When it just clicks

Does this sound like you?
- Bachelor's degree in computer science, business administration or an area deemed equivalent;
- Eight (8) to ten (10) years of relevant and in-depth experience in information technology;
- Very good knowledge of and demonstrated experience in IT Service Management (ITSM) and ITIL processes (ITIL certification a strong asset);
- Knowledge of the ServiceNow platform (an important asset