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Manager, Service Management
3 weeks ago
About Us
The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the provincial online store for recreational cannabis in Ontario and are the exclusive provincial wholesaler to authorized private retail stores.
Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.
About the Role
We are looking for a Manager, Service Management to join our IT Operations team. The Manager, Service Management is responsible for oversee the effective operations of first level support activities for the IT Service Management operations.
In this role, you will be leading a team of ServiceDesk Analysts in day-to-day operations and acting as a Product Manager for the ServiceNow platform to support the ongoing development for first level support modules (this includes Incidents, Requests and Asset Management). The Manager, Service Management is responsible for managing the relationship with external vendors and ensuring that Service Level Agreements (SLAs) and managed vendors policies are followed.
This is an exciting to leverage your hands
- on support and technical experience to lead a team of Service Desk Analysts in supporting end
- users while ensuring the delivery of consistent and quality customer service across the OCS
About Your Day
- Provide leadership to the Service Desk team
- Implement and manage SLA’s - including tracking and reporting on all Service Desk incidents and looking for ways to improve on existing solutions
- Hold vendors accountable for SLA/SLO’s
- Manage the day-to-day support for the ServiceNow Application
- Drive new enhancements and projects related to ServiceNow
- Lead new modules and training for internal IT for any new ServiceNow development
- Lead the Incident & Request Management processes and day-to-day issues including incident resolution, root cause analysis/reporting and problem management.
- Identify areas for process improvement (efficiency and effectiveness) and recommends solutions that detail benefits, risks, and challenges within ServiceNow and ServiceDesk
- Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting
- Provide metrics on all services provided by helpdesk team
- Oversee inventory and asset movement by ensuring that all assets are logged into inventory and that an accurate record is maintained.
- Oversee projects and initiatives assigned to managed services vendors
About You
- Post Graduate education in Computer Science, Business Administration or related fields and/or combination of education and experience
- Certification in ITIL or other IT service management frameworks is an asset
- 5+ years of experience in one or multiple IT areas including but not limited to: IT Infrastructure, IT Operations, and/or DevOps
- 5+ years of experience in IT or Support (IT or Customer)
- 3+ years of experience leading and managing high performing teams
- Experience with customer service, directing multiple projects and reporting status to executives
- Experience with supporting PC/Mac hardware, peripherals, devices is a strong asset
- Experience in managing and controlling computer assets, and associated business processes is a strong asset
- Ability to interact professionally with a diverse group of client end-users, technical personnel/vendors, executives, and managers
- Knowledge of ITIL, service KPIs, reporting, etc
- Excellent problem solving and decision-making skills.
- Excellent communication skills (both verbal and written)
Remote Work
About the Job
- City: Toronto, ON
- Employment Type: Contract Full-Time; Up to 13 Months
- Required Travel: None
