Duties & Responsibilities:
Oversees all IT Service Delivery activities related to:
2. Strategic Planning
Participates in the development of relevant, business-oriented strategies and operational plans by continuously assessing organizational requirements and applying industry best practices (ITIL) to quantify IT service delivery performance and maintain appropriate service level standards. Also responsible for planning and executing initiatives related to the optimization and enhancement of the technology infrastructure and key business systems.
3. Service Monitoring and Management
Oversees assessment, planning, performance measurement, maintenance and reporting for all core office systems and business applications to ensure delivery of appropriate functionality and creation of operational efficiencies. Continuously monitors user requirements at a business unit level and tailors service delivery models to meet those requirements in an optimal fashion.
4. Infrastructure Deployment and Maintenance
Oversees the detailed planning and execution of maintenance and enhancement activities for all servers, end-points, and network connectivity components (including telecommunication platforms). Responsible for ensuring that foundational technologies and systems consistently meet the capacity and performance requirements of the company, and effectively support all business application layers.
5. Software Maintenance, Upgrade and Enhancement
Defines tactical priorities and identifies/executes appropriate evolutionary changes in core systems and business applications. Responsibilities include the creation and on-going maintenance of strong vendor relationships in order to meet operational requirements in a timely fashion and in accordance with industry standards.
6. Technology Implementation, Access Management and Business Continuity
Oversees enforcement of policies and procedures related to the implementation of applications, support systems and infrastructure components. Also oversees enforcement of security and access control policies through formal and auditable processes to preserve the integrity of corporate digital assets and ensure operational continuity at all times.
7. Management and Development of Staff
Hires, directs, motivates and coaches the members of the IT Operations Group to meet current and future departmental and corporate objectives.
Skills, Knowledge, Experience and Education
-Degree in Engineering, Computer Science, Applied Mathematics or related technical or business discipline
-10+ years of related information technology and service delivery experience
-Deep understanding of project management processes, tools and techniques
-Deep understanding of software development methodologies and lifecycles
-Proven track record managing operational budgets of significant magnitude
-Demonstrated leadership experience and ability to both inform and influence people at a variety of levels
-Demonstrated ability to conceptualize, launch and deliver multiple technology initiatives on time and within budget
-Demonstrated experience organizing and managing an IT service delivery organization within the parameters of a codified set of operational principle (ideally ITIL).
-Proven leadership experience
-Excellent verbal and written communication skills
-Excellent presentation skills
-Strong motivational and negotiation skills
-Strong interpersonal and relationship management skills
-Strong problem solving and decision-making ability
-Solid budgetary experience
-Solid project leadership experience
-Strong knowledge of business and technology capabilities and trends
-ITIL accreditation is an asset
-Project Management (PMP) accreditation is an asset