Director, IT Service Management

Job title: Director, IT Service Management

Job description: ABOUT GOWLING WLG

At Gowling WLG, our dedication to excellence and quality service begins with our people. As a global law firm with offices across Canada, the U.K., Europe, the Middle East and Asia, we pride ourselves on sourcing and retaining top talent who bring energy, passion and commitment to the delivery of outstanding client service.

Employee satisfaction is important to us. We work hard to ensure that our people are motivated, engaged and empowered. We are guided by our firm’s Core Values – The Power of Teamwork, Always Striving to be Better, We all Bring Something Different – in all that we do.

Diversity, equity, and inclusion are an integral part of our firm’s core values. We are always striving to build a more equitable, engaging and rewarding workplace by attracting and retaining talented people from a diverse range of backgrounds, cultures and experiences. Our aim is to help everyone reach their full potential and achieve their personal and professional goals.

Our diverse group of legal professionals, law students, law clerks, paralegals, legal administrative assistants and business services team members work together, and are respected and valued for their individual contributions.

PROFILE

Gowling WLG is looking for a new Director of IT Service Management to join our Firm in any of our Canadian offices!

The Director, IT Service Management will direct and lead a team of information technology (IT) professionals, responsible for the development of IT service management (ITSM) and IT experience management (ITXM) services, channels, processes and systems for the Firm.

RESPONSIBILITIES

• Overall responsibility for the design, development and deployment of ITSM and ITXM programs including governance structures and standards based on industry best practices and the needs of the business.
• Responsible for defining the IT service and end user experience strategy, vision and roadmap in alignment with the Firm’s strategic plan.
• Leads the identification and analysis of business drivers to develop service and IT experience requirements, performance metrics, service level agreements and experience level agreements.
• Together with key stakeholders, holds technical accountability for ensuring efficient, productive and effective use of Firm technology and software.
• Leads analysis of the current IT service environment to detect critical process and technology deficiencies and recommends and implements solutions for continuous improvement.
• Leads analysis of industry and market trends to determine their potential impact on the Firm’s IT service management program.
• Leads implementation, operation and ongoing refinement of IT service desk technology systems, conference centre and boardroom audiovisual systems, and associated applications.
• Oversees asset management operations for the firm’s leased computer fleet, mobility (smartphone) and managed print programs, including asset refresh, optimization and expense management.
• Identifies organization requirements for the resources, structures and cultural changes necessary to support the IT service and experience management program.
• Maintains vendor relationships with key technology partners.

QUALIFICATIONS

• A minimum of 10 years’ industry experience, with at least 5 years working in a Director of IT Service Desk, Director of IT Help Desk or ITSM solution architect role in complex, multisite environments. Experience in a professional services environment would be desirable but not essential.
• University degree, preferably in computer science, engineering, business or a similar discipline is desirable.
• Excellent understanding of cloud IT service management solutions, such as ServiceNow, BMC, Microsoft Service Manager, Ivanti, ManageEngine, or similar.
• Strong understanding of on-premise end user computing technologies (PC, mobile, print solutions) with an emphasis on Microsoft technologies (Windows operating systems, SQL Server, M365, Sharepoint Online, MS Teams, Azure).
• Significant experience with service management related workflow and self-service automation technologies.
• Understanding of ITSM principles, including incident management, problem management, and change management.
• Understanding of IT expense management principles and processes.
• Ability to quickly comprehend the functions and capabilities of new technologies.
• Ability to translate business needs into solution requirements, while balancing the financial impact of solution alternatives.
• Ability to apply continuous improvement principles and processes.
• Advanced problem solving and innovative and creative thinking skills.
• Leadership and management experience, including team leadership and mentoring, delegation & supervision, staff performance management, and reviewing quality of deliverables.
• Exceptional interpersonal skills, including teamwork, facilitation and negotiation.
• Strong written and oral communication skills.
• Relevant designations are an asset, including but not limited to ITIL or COBIT certifications.
• Bilingualism (French/English) may be required in some offices.

Gowling WLG employees benefit from a hybrid work environment.

Not sure if you meet all the requirements? If you are excited about this opportunity but your experience does not align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Gowling WLG is dedicated to building a diverse and inclusive workplace. If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know.

While we appreciate all applications received, only those candidates selected for an interview will be contacted.

Click Here to Apply

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