Manager, IT Service Management

**Job Summary**:
The Manager, IT Service Management is responsible for the implementation and administration of quality IT services including IT Service Desk, End User Computing and Enterprise Collaboration tools that meet the requirements of the organization. This position is also responsible to provide leadership and guidance to the IT Service Management (ITSM) team for all management functions of the unit.

**Job Duties**:
MANAGING UNIT
- Manages staff and labour relations issues and provides leadership, guidance, support and direction to the unit including: hiring staff, conducting performance reviews and follow up, identifying training and development needs, coaching and motivating staff; and coordinating work activities and deciding on disciplinary action up to and including dismissal where necessary
- Fosters the development of a multi-disciplinary team approach
- Prepares and manages the unit’s budget and is accountable for meeting budget targets and goals
- Continuously evaluates, develops/selects, and implements the unit’s service delivery competencies, methods, and tools
- Plans, directs, and oversees the management, delivery, and coordination of a portfolio of projects for the unit
- Establishes, authorizes, and oversees the implementation of training and development programs for the staff
- Cascades branch operational objectives, ensuring staff are meeting established standards and practices and, where necessary, makes improvements to work processes
- Ensures all staff are cognizant of, and subscribe to, their responsibilities to protect the confidentiality and privacy of information and addresses any breaches as appropriate
- Manage staffing workload allocation, review and approve monthly time tracking for all branch resources and prioritize work against operational objectives and planned commitments

IT SERVICE MANAGEMENT
- Manages the unit responsible for IT Service Desk, End User Services including personal computing, mobile services, print and IT Service Management processes (Incident, Change, Configuration, Problem, Asset Management)
- Manages and oversee the organization's ITIL focused service desk, using continuous improvement to ensure efficient operation and resolution of technical issues and IT service requests
- Acts as a senior escalation point for troubleshooting end-user computing devices and related issues including deployments, patching and updates, and operating system imaging within WCB's environment
- Establishes and implement ITIL standards across all IT functional areas and services
- Gathers and reports on operational metrics, accomplishments, and service level performance for regular leadership updates and meetings
- Develops and maintains the strategic vision and roadmap for all end user services including software, hardware, patches and interoperability across all platforms
- Tracks business case outcomes for ITSM related initiatives including cost, bene?ts, and risk
- Ensures alignment of end user technology products and services with business requirements
- Develops, negotiates and re?nes IT Service Desk SLAs based on business need
- Aligns end user strategies with business goals, and provides guidance and consultation to IT and business leaders on projects that require enterprise-wide solutions
- Maintains awareness of existing/new industry and technology trends, and makes recommendations for implementation of new/upgraded systems and technologies
- Designs, executes, and maintains Major Incident handling processes, including communications protocol, priority matrix, and incident reporting
- Performs Major Incident Manager role for all SEV1 technical issues/system outages, assesses the business impact and oversees resolution activities
- Monitors incident trends and anticipate potential problems for proactive resolution
- Manages IT’s communication with the end-user community to ensure it is thorough, professional, and service-oriented
- Develops and maintains a clearly defined and accessible IT service catalog including SLAs for each service

MANAGING SERVICE PROVIDERS
- Procures IT services and/or contractors in accordance with WCB standards and practices
- Establishes and maintains vendor relationships
- Develops a service provider network and manages relationships with contractors, including monitoring performance, service deliverables and achievement of milestones

**Qualifications**:
Completion of a recognized degree or diploma program in an IT related discipline

Combination of (10) years IT Service Management and End User Services domain experience (e.g. Incident, Change, Problem, Configuration, Asset Management, Desktop, Mobile Services etc.), including minimum three (3) years of progressive IT leadership experience supervising/managing IT professionals, preferably in a large, unionized environment

Strong technical knowledge of common infrastructure platforms and cloud based offerings including Infrastructure as a Service (IaaS) and Platform as a Ser