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Director, Global Client Services
4 months ago
Why join us?
Are you looking to join a dynamic pension plan that embodies the strong values of its 500,000 members and is an industry leading global investor? If so, we would love to tell you our story.
At OMERS we put our people first and are proud to embrace the diversity of thought and leadership that comes from having locations in Toronto, London, New York, Singapore, Sydney and other major cities across North America and Europe. Our culture is truly one of a kind. We get stuff done, and have fun doing it We take great pride in contributing to the communities where we live with an ever-constant eye to the global investment markets.
We are looking for an experienced Director to join our Data & Technology (D&T) organization as a member of the Enterprise Technology & Cybersecurity team leading the strategic roadmap for the main products and services of the Global Client Services team: IT Client Service, User Device, Office Print, Executive Support and Meeting Room Technology.
As the Director, Global Client Services, you will provide leadership, strategy and innovation to lead a global team that delivers top quality, front-line IT support services to clients throughout OMERS.
You will partner with other teams in Data & Technology including: Customer Success & Innovation, Enterprise Architecture, Value Management, Governance & Risk, Platform Engineering, Analytics & AI, and Oxford IT. You will be working with colleagues and senior leaders to develop strategies for our Products and Services to align with client profiles and business needs.
We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. Our flexible hybrid work guideline requires teams to come to the office a minimum of 3-4 days per week.
As a member of this team, you will be responsible for:
Defining and promoting a client-centric approach to service management, aligned with ITIL best practices, to enhance the Global Client Services team's ability to deliver services that meet OMERS end user needs and expectations.
Coaching the team on ITIL-aligned incident and problem management processes, ensuring timely and effective resolution of Service Desk incidents, tasks, requests, and problems.
Prioritizing executive support and ensuring this group of individuals has their end user productivity needs met to a high level of satisfaction
Assisting in client adoption of workplace technologies, ensuring the appropriate service desk support structure, change management and training practices are in place for users to learn, understand and get the most out of available technologies.
Providing strategic direction to evolve ITSM Operational Plans in accordance with ITIL principles, ensuring process efficiency, effectiveness, and transparency.
Responsible for ongoing compliance to applicable OMERS IT General Controls audited annually.
Working with the ServiceNow team to engage and prioritize automation features to be applied and inform practices led by the Global Client Services team to continually improve efficiency and quality of work and service experience by our clients.
Identifying and developing targets, metrics and reports that measure the delivery of quality Service Desk user services, tactical initiatives and strategic plans.
Developing appropriate vendor relationships and ensuring financial management of the group’s annual Operating Budget is well maintained and consistently reviewed
Develop an engaging team environment with opportunities for continuous personal and professional development.
To succeed in this role, you have:
Bachelor’s degree in computer science, Business Studies, IT or equivalent experience.
Demonstrated experience as a leader of people, services and change in an IT organization.
7+ years’ experience leading and running a Service Desk / User Device function for local and global offices, similar experience designing and leading workplace technology support strategies.
Expert in ITIL Foundations and ITSM principles and methodologies.
Experience in designing and implementing process excellence, including workflow automation
Strong knowledge and understanding of:
End user productivity technologies (i.e., M365, TEAMS, SharePoint, OneDrive, Co-Pilot)
IT Service Management tools (i.e., ServiceNow)
Meeting Room Technology (i.e., Lenovo, Logitech, Polycom, Room/Desk booking platforms)
Successful track record for initiative & project planning and change management across operational groups.
Ability to perform and lead effectively in a global business environment characterized by variety and complexity.
Ability to effectively organize and act on priorities in the face of varying and important demands.
Our story:
Founded in 1962, OMERS is one of Canada’s largest defined benefit pension plans, with $128.6 CAD billion in net assets as of December 31, 2023. OMERS is a jointly-sponsored pension plan, with more than 1,000 participating employers ranging from large cities to local agencies, and over half a million active, deferred and retired members. OMERS members include union and non-union employees of municipalities, school boards, local boards, transit systems, electrical utilities, emergency services and children’s aid societies across Ontario. Contributions to the Plan are funded equally by members and employers. OMERS teams work in Toronto, London, New York, Amsterdam, Luxembourg, Singapore, Sydney and other major cities across North America and Europe – serving members and employers and originating and managing a diversified portfolio of high-quality investments in public markets, private equity, infrastructure and real estate.
OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.
