P3 - Senior Service Desk Manager, CRM

You will have an opportunity to work with a leading employer in the local market.

Responsibilities
•As IT Business Partnering Manager you will manage the provisioning of technical services for portfolio data and analytics application and manage staff globally.
•You will also be accountable for the development and release process for all applications in scope to ensure that all service deliveries are achieved per the service level agreement.
•Interact directly with all Tech groups, business owners/users, external product vendors, data vendors, and offshore support suppliers
•Set and monitor service levels and conduct service reviews with all areas
•Responsible for the identification and execution of service improvements that will lead to lower cost of ownership for company at the enterprise level
•Responsible for the management and remediation of any audit or compliance findings per company standards and execution of routine testing of agreed IT Continuity Plans
•Serve as the point of contact for service operations performance with the IT Business Partner and IT Delivery teams
•Monitor service performance against service level agreements and produce service reports and escalate as required for business-critical impact
•Ensure agreed transition processes and schedules are followed to ensure successful introduction of new services or versions of existing services
•Responsible for ensuring that the company standard processes are applied and adhered
•Establish total cost of ownership of production assets within their defined service function
•Responsible for development and release process of maintained solutions and applications
•Lead team in the elimination of support and maintenance costs associated with assets by decommissioning, or consolidating products
•Negotiate with relevant parties in respect of disruptions and major amendments to the provision of services
•Review service delivery to ensure that agreed targets are met and prepare proposals to meet forecast changes in the level or type of service
•Liaison with vendors to ensure support services is maintained
•Set clear direction and objectives by defining and establishing team performance measures and standards
•Providing coaching, mentoring, and guidance to the staff


Qualifications
•Bachelor’s degree in Computer or Information Sciences or equivalent experience (consult manager on equivalent experience)
•Experience with application development and operations and systems architecture
•Experience managing an offshore environment and working with offshore vendors
•Experience managing IT services and projects
•Experience in application development management in AGILE and SCRUM

Preferred Qualifications:

•Knowledge and experience of ITIL based service management practices
•Experience working with Six Sigma/Lean Sigma processes and tools
•Knowledge of service operations, processes, service delivery, reporting, and continuous improvement
•Ability to drive outcomes and manage client expectations
•Understanding of business area strategic goals, processes and workflow, and of the IT tools deployed
•Familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services
•Excellent communication and presentation skills
•Ability to influence others, make technical decisions and initiate actions
•Staff management and development


Summary
Do you have this experience? If you answer YES, then please apply IMMEDIATELY to so we can then discuss your experience and interest in this opportunity!

Randstad Technologies Group

Canada's largest provider of IT Staffing Solutions, offering hundreds of permanent and contract opportunities across all roles, levels and platforms. Our Web-based tools help you see and apply for jobs matched automatically to your skills and preferences. When you're ready to interview we meet with you in person to help you build the technology career path you've always wanted. Visit www.randstad.ca to get started!


Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.