It Service Manager

Published date: 2021/03/25
  • Location: Montréal, Quebec, Canada

Reporting to the Director of Operations of the LCI Education Network, the Service Manager is responsible for the management of the IT service department and its members. In collaboration with the IT Operations and IT Delivery departments, the Manager is responsible for managing the IT service offering and coaching it according to best practices. To meet his objectives, the manager

 

RESPONSIBILITIES

  • Manages a staff of 6 to 15 IT technicians and specialists located in the following locations different sites. He is responsible for the IT service offering and ensures the management of incidents, requests, access, and problems ;  
  • Uses the IT team's key performance indicators to evaluate the value and performance of the services delivered by its team on an ongoing basis;  
  • Uses measures of quality, cost and customer satisfaction to assess clients in order to provide the agreed level of service;
  • Ensures the safety, accessibility, availability of systems, and technologies under its leadership.
  • Contributes to the improvement of IT processes and work methods ;
  •  Provides a mobilizing management and leadership role focused on the communication, innovation and commitment within its team and business unit. service ;
  • Applies rigorous governance in terms of performance, efficiency and effectiveness. compliance of licenses and access and service agreements ;
  • Control budgets and timelines for deliverables from the IT services.

 

 QUALIFICATIONS REQUIRED

  • Abilities to develop relationships based on trust and goodness. agreement with the managers of the different campuses;
  • Ability to collaborate with local IT teams and to manage the remote performance with rigor and clarity ;
  • Leadership, ease in getting individuals to achieve their goals;
  • Expertise in the ITIL v3 management framework;
  • Experience in the management of external suppliers and agreements. Commercial
  • Demonstrated ability to solve complex and diverse problems;
  • Demonstrated ability to collaborate, develop and implement standards andinternational standards of the company ;
  • Customer-oriented and open to change and to new technologies.
  • University Bachelor's degree equivalent to Quebec / BAC + 5 in IT or equivalent
  • French, English (bilingual)
  • Spanish (important asset)

 

 KEY DELIVERABLES

  • Strategic axes of improvement of the services to the users ;
  • Service Level Agreements (SLA) reports;
  • Regional IT Service Offering Definition and Signing of Agreements  services with the campuses;
  • Demand management for IT services and solutions;
  • Capacity management and performance of the teams under its leadership;
  • Implementation of ITIL processes that specifically meet the needs of the company;
  • Delivering the new global ITSM platform;
  • Delivering a 24/7 global service center.

 

 BENEFITS

  • Competitive salary;
  • Opportunities for professional development and encouragement to follow training (80 hours per year);
  • Group insurance and group retirement savings plan;
  • 3 weeks paid vacation after 1 year in the position;
  • Health and wellness program and free yoga and telemedicine available;
  • Workplace daycare;
  • Company located in downtown Montreal;
  • International company established for more than 60 years in constant evolution growth with a strong international presence.

 

Do you want to contribute to innovative projects in collaboration with teams from all sectors? Do you dream of working for a Quebec-based company with a worldwide reputation? Would you like to join a diversified and humane team that looks to the future? What are you waiting for?

 

Please note that only selected candidates will be contacted. To lighten the text, we follow the rule that allows the masculine gender to be used with the value of neutral. We subscribe to an equal access program.

Other details

  • Pay Type Salary

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LCI Education
Full-time

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