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Manager, IT Service Delivery & Asset Management

Location
Surrey, BC
Details
Full Time
5 days ago
Overview

As one of the fastest growing cities in Canada, City of Surrey is a globally recognized leader in building vibrant, sustainable communities through technology and innovation. City of Surrey employees are talented innovators, inspired by meaningful work and the opportunity to drive our city-and their careers-forward. Build a City. Build a Future at the City of Surrey.

Employment Status

Exempt - Regular Full-Time

Scope

The primary focus of the Manager of Service Delivery and Asset Management is to provide strong mentor & leadership to a talented team of ten unionized staff who offer ServiceDesk services, Cherwell System administration, and Asset Management support to the City.

Passionate about customer service, this role oversees the team's overall day-to-day operations, ensuring clients have the best experience possible, while adhering to City policies, procedures, SLAs, and compliance requirements.

Overseeing Incident, Problem, Demand, Request, and Knowledge management processes; this role also provides analytical and reporting services to the IT management team and assist in the development and enhancement of policies and procedures to ensure we provide the best-in-class service.

Responsibilities

Reporting to the Manager, Desktop Mobile Telecom Services, the Manager of IT Service Delivery and Asset Management is responsible for:
    • Overseeing daily operations including; schedules, escalations, coordinating urgent or complicated support issues, and managing outage/emergency communication processes. • Establishing and refining Service delivery processes, workflows, and best practises. • Participating in 'root cause' analysis and communicate findings to customers and IT management team. • Leading the QA review processes to improve ticket quality and escalation effectiveness. • Providing data and reporting of KPI's and trends to IT department and others on a weekly, monthly or ad-hoc basis. Will drive Deep Dive ticket reviews and develop strategies for improvement. • Overseeing asset management processes that are financially responsible and ensures compliance • Working in partnership with stakeholders to achieve customer satisfaction, strengthen relationships, and create efficiencies within the IT division. • Contributing to the development of our internal resources and culture by creating and promoting a collaborative environment where knowledge and skills are shared to facilitate efficient and timely delivery of services. • Leading recruitment, performance management and succession planning within a unionized environment.


Qualifications

Our ideal candidate shares our values of Community, Innovation, Integrity, Service and Teamwork, and can demonstrate the following qualifications:
    • Diploma or Degree in a related field; and • Typically, has more than 5 years of related work experience, with management expereince, within the Information Technology field • IT Procurement and project management experience is an asset • Preference will be given to candidates with Cherwell, ITAM, and ITIL training or background • Strong interpersonal and leadership skills with a demonstrated history of building team culture, employee development and performance management initiatives • Exemplary communication skills, both written and oral • An innovative and creative service-orientated problem solver • Analytical and creative with the ability to drive innovative technology, process improvement, and streamline processes to improve services • High-level organization, prioritization and time management skills with advanced critical thinking abilities


Conditions of Employment

This position requires completion of a Police Information Check.

Successful applicants must provide proof of qualifications.

Closing Date

This job will be posted until filled.

Our Values

Integrity - Service - Teamwork - Innovation - Community

Category
Administrative