Función del empleo: Tech

Tipo de puesto: Permanent

Tipo de empleo: Full - Time

Localización: Montréal

País: Canada

Location:  Montreal, Canada

Responsibilities:

  • Define and manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence
  • Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
  • Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
  • Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
  • Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes
  • Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process
  • Perform proactive problem management to minimize failures
  • Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge
  • Establish governance process to review SLA’s, KPI’s, vendor performance and quality of service
  • Lead a culture of Continual Service Improvement with the vendors
  • Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs
  • Triage issues and provide guidance during troubleshooting calls
  • Lead and manage the external AMS teams
  • Collaborate with cross-functional teams
  • Advocate for the RUN team

Technical Skills:

  • Technology background – Computer Science and IT experience
  • Skilled with Service Now
  • Excellent project management, organization, analysis and problem – solving skills
  • Experience working with AMS providers
  • Have Supply Chain & Finance knowledge

Licenses and Certifications required:

  • ITIL V4 certified

Licenses and Certifications preferred:

  • ITIL V4 Intermediate
  • PMP from PMI

Skills:

  • Proficiency in leading both physical and virtual teams
  • Experience in dealing with third-party-provided services
  • Operational ability in a diverse, large-scale environment
  • Exceptional customer-facing skills
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Mastery of ITIL (Information Technology Infrastructure Library) principles
  • Expertise in people management and leadership
  • Strong organizational skills
  • Capacity to train and guide junior team members
  • Ability to manage and prioritize tasks efficiently
  • Solid resource planning and problem-solving skills

Soft Skills:

  • A curious learner who takes initiative and things outside the box
  • An entrepreneur who identifies new opportunities
  • A self-starter with an interest in solving business challenges
  • A collaborator willing to work in a multi-country, transparent environment
  • An excellent AMS providers manager
  • An expert in follow up strategies
  • Excellent verbal and written communication skills
  • Ideally multi-lingual

#}