IT Service Delivery Manager

Job title: IT Service Delivery Manager

Job description: SAFETY. TEAMWORK. CLARITY.

BURNCO has an amazing hands-on opportunity for an IT Service Delivery Manager based out of our Calgary, Alberta headquarters. Reporting to our Chief Information Officer you will be managing a team plus outsourced partners collectively responsible for supporting, deploying, managing, and ensuring the smooth operations of end user technology across each of our Canadian and US locations. You will be responsible to sustain a supportive team-focused environment enabling team members to develop and maintain a best-in-class Service Delivery Team.

As our IT Service Delivery Manager, your key duties include the oversight of our Service Desk, Desktop Support and Mobility. You should possess a proven track record in managing a service desk, desktop computing and field support resources. With strong people management, problem solving and technical skills, you can inspire and enable our employees to achieve a new level of productivity through their workplace technology toolkit.

Some of your key accountabilities and duties will include

Service Management

• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Performance and Quality Management

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Technical Perception

• Supervising desktop management teams to facilitate continual improvements in the desktop environment
• Making sure that anti-virus updates and patches are applied effectively and promptly
• Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
• Collaborating with technical design teams to set standards for software, hardware, and security

Meeting Support

• Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
• Educating departmental staff on the effective use of conference room technology

WHAT YOU WILL BE DOING

• Lead and inspire a distributed team of Service Delivery Analysts to deliver high-quality solutions every day
• Adopt industry standard best practices; look for improvements in the existing processes
• Oversee work allocation and day-to-day operations for the Service Delivery team
• Create a positive working environment for the team, which inspires high productivity and cohesive teamwork
• Recruit, train, mentor, and coach team members in partnership with the other IT leaders, with an end goal of retaining a work force of the highest quality for both the team and our organization
• Demonstrate commitment to performance management and staff development through annual performance reviews, career development and training plans for team members
• Ensure the team is delivering highly valued and trusted services to our customers
• Communicate effectively with all levels within the organization on a regular basis
• Introduce and enforce quality control standards
• Provide day-to-day technical support to clients on Server Infrastructure, Network Infrastructure, Desktops and Applications
• Communicating solutions to clients and preparing and presenting monthly reports to clients
• Acting as a support escalation point with other team members as needed
• Working with third-party vendors to resolve specific issues
• Support with project proposals and delivery

REALITY OF THE JOB

• On-call availability
• Frequent travel to multiple BURNCO sites
• Routine inspection of devices, systems and cables in floors and ceilings
• Excellent hands/fingers dexterity to operate a computer keyboard, mouse, power tools, and handling other computer components
• Lifting and transporting of moderately heavy objects, such as switches, UPS and peripherals

Requirements

WHAT WE WOULD LIKE FROM YOU

You Are Someone Who Has

• Expertise in people management and leadership, with demonstrated proficiency in leading both physical and virtual teams
• Capacity to train and guide junior team members
• Strong organizational skills
• 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
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills

Education & Experience

• Bachelors Degree in Computer Science
• ITIL Certification preferred; A+, MCSA considered assets
• Experience with ServiceNow, or other ITSM ticketing systems
• 5+ years leading desktop support/service desk
• 5+ years supporting, administering, and troubleshooting standard office applications, hardware, networking and business systems in a customer service atmosphere
• 5+ years supporting, administering, and troubleshooting enterprise business systems (Oracle or equivalent)
• 5+ years management experience, as well as industry project management experience
• 3+ years of experience supporting the following systems: Microsoft SharePoint Security, Microsoft 365 Suite, Oracle 11i Application Security, LINUX, Oracle Database, Windows 10 and Active Directory
• 3 to 5 years experience managing IT Security reviews (systems access request/active directory changes, documentation and approvals)
• 3 to 5 years of experience managing Windows in a large-scale production environment

Travel Requirement

• Valid passport and vaccination status to be able to legally travel to US operations at times (10%) as well as locally as required

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Excellent hands/fingers dexterity to operate a computer keyboard, mouse, power tools, and handling other computer components
• Lifting and transporting of moderately heavy objects, such as switches, UPS and peripherals, various computer equipment, etc. up to 23 kgs (50 lbs).

Important: Applicant selected for hire will be required to complete a background check (which includes references and credential verifications). Candidate hired will also be subject to BURNCO’s Canadian COVID-19 vaccination policy in effect at the time.

Posting Open Until Filled Benefits

COMPETITIVE SALARIES

At BURNCO, we believe in paying people what they’re worth. To ensure our pay levels are competitive, we participate in comparative salary surveys and analysis.

PERFORMANCE-BASED INCENTIVE PROGRAM

BURNCO has a performance-based culture where compensation increases are linked to performance from an individual contribution and overall company measure.

KEEPING YOU AND YOUR FAMILY HEALTHY – BURNCO HAS GREAT HEALTH BENEFITS

BURNCO offers and extensive employee benefits package including: Health and Dental Care, Vision, Life Insurance and a Retirement Savings Plan.

BURNCO Retirement Plan

BURNCO wants to assist employees in preparing for life after work through our excellent group retirement plans – either an RRSP Plan in Canada or our 401k Plan in the US – employee’s may contribute an approved amount to their Plan and BURNCO provides a matching contribution.

Open Until Filled

Since 1912, BURNCO has been supplying aggregate construction materials as a successful, family-run business based in Calgary. Over the last 110 years we have embraced innovative technology and new marketplaces while always maintaining the vision and values that were first introduced by our founder, James F. Burns. Today we continue our unwavering commitment to safety, our renewed focus on family leadership and our steady, dependable growth into the future. We look forward to having you join us on that journey.

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