POSITION DESCRIPTION

Reporting to the IT leadership. The Manager plans, leads and manages the Customer Support Centre function and team. S/he ensures that internal business customers receive exceptional customer service and develops and maintains an effective and efficient support team. The Manager is also the IT service management practice leader for the customer support division, facilitating continuous improvement in IT service management across IT functions. The Manager contributes to service design, service level performance, and continuous operational improvement objectives and initiatives. S/he is responsible for implementing the processes, procedures and tools to execute on objectives. The position is based in Victoria (Client Location).

QUALIFICATIONS

• Bachelor’s degree in Computer Science, IT, Business Administration, Commerce or in a related field
• A minimum of 5 years’ experience leading a customer service function in a fast-paced, multi-project and multi-customer IT environment
• Must have demonstrated IT service management leadership experience
• Must have excellent customer-service, listening, communication and problem-solving skills
• Must have excellent leadership and collaboration skills to facilitate continuous service management improvement across IT functions
• Must have experience leading or participating in agile and/or lean initiatives
• ITIL Intermediate certification or higher is preferred
• Knowledge of networking, telecom, server environments and related technologies
• In-depth knowledge of the ServiceNow platform is mandatory

QUALIFICATIONS

• Leads IT service management practice development
• Facilitates continuous improvement of IT service management
• Participates in the planning, development and implementation of IT operational priorities
• Acts as the business owner of service operations technologies including ServiceNow, identifies opportunities, and advises on how changes can be introduced and integrated to maximize business value and minimize service disruptions
• Manages and leads a team of Tier 1 technicians to provide exceptional customer service
• Manages and leads a dedicated ServiceNow support team
• Develops, implements, monitors and maintains key support service processes including request management, problem management and incident management
• Develops, implements, monitors and maintains other support services and processes including the on- and off-boarding of employees and support for device refresh cycles
• Collaborates with IT teams to develop, implement and maintain service level agreements (SLAs) and report on end-to-end service delivery performance
• Collaborates with IT teams to develop, implement and maintain software and hardware asset management policies, processes and procedures
• Ensures that end user requests are consistently and correctly prioritized and actioned
• Contributes to the successful execution of new service delivery models and support strategies
• Owns the resolution of any Customer Support issues end-to-end by coordinating resources, identifying resolution paths and providing relevant and clear communications to stakeholders
• Interacts with partners, vendors, service providers, suppliers and customers and ensures services meet the needs of all end users
• Establishes and reviews metrics, utilization and costs, and performs continuous improvement
• Creates a supportive and healthy working environment within the Department by ensuring effective communication, promoting teamwork, providing opportunities for staff involvement into planning and recognizing employees' contributions and achievements
• Manages the financial resources within the overall allocated budget for assigned areas. Monitors financial reporting and status within the department and directs corrective action as needed
• Maintains current expert knowledge in the field by reviewing relevant materials and journals and maintaining appropriate professional and external contacts
• Undertakes special projects or assignments as required
• Performs other related duties as required

COMPETENCIES

Customer Orientation

Effective performers stay close to customers and consumers. They view the organization through the eyes of the customer/consumer and go out of their way to anticipate and meet customer/ consumer needs.

Team Management

Effective performers create and maintain functional work units. They understand the human dynamics of team formation and maintenance. They formulate team roles and actively recruit and select to build effective work groups.

High Standards

Effective performers possess a high inner work standard and shows pride in their work. They consistently strive to ensure work is complete within deadlines and that all work performed is of a high quality.

Organization & Planning

Effective performers have strong organizing and planning skills that allow them to be highly productive and efficient. They manage their time wisely and effectively prioritize multiple competing tasks. They follow through on tasks to ensure changes in technology are communicated effectively.

Results Orientation

Effective performers maintain appropriate focus on outcomes and accomplishments. They are motivated by achievement, and persist until the goal is reached. They convey a sense of urgency to make things happen. They respect the need to balance short- and long-term goals. They are driven by a need for closure.

Communicativeness

Effective performers recognize the value of continuous information exchange and the competitive advantage it brings. They actively seek information from a variety of sources and disseminate it in a variety of ways. They take responsibility for ensuring that their people have the current and accurate information needed for success.

Change Mastery

Effective performers are adaptable. They embrace needed change and modify their behaviour when appropriate to achieve organizational objectives. They are effective in the face of ambiguity. They understand and use change management techniques to help ensure smooth transitions.

Business Thinking

Effective performers see the organization as a series of integrated and interlocking business processes. They understand how their work connects with and affects other areas of the organization.

Relationship Building

Effective performers establish and proactively maintain a broad network of relationships (e.g. colleagues, co-workers, vendors, suppliers, etc.). They value these relationships and work effectively across the organization by maintaining positive working relationships with peers and others.