Director, IT Customer Support

Job title: Director, IT Customer Support

Company: Revera

Job description: Job Description

Revera is a leading provider of seniors’ accommodation, care and services; built on a more than 50-year history of helping seniors live life to the fullest. We reward excellence and provide exciting opportunities to contribute, grow and advance. Whether you’re looking for full-time or part-time employment, a student placement, or a volunteer position, Revera offers many rewarding opportunities. Explore what we have to offer and see how you can succeed

Reporting to the Vice President, IT, the Director, IT Customer Support will lead a team of IT support professionals with a continuous customer lens. As a result, this role will drive the team to delivery of innovative, effective and efficient IT support and solutions with measurable business results. The Director, IT Customer Support will ensure our business clients receive the highest value in both the service and support IT provides and engages thoughtfully in areas of opportunity.

Key Outcomes:

• IT Service delivery maintains high levels of client satisfaction and meets business needs;
• IT Service Management technology is always fit for purpose and the best solution available within budget, risk management and change management constraints;
• Customer support metrics and budgets (departmental and project, as applicable) are effectively managed; and
• Client-facing technology and collaboration services are optimized for the organization.

Key Responsibilities:

Leadership

• Prepare and manage IT Customer support budgets that meet business objectives and constraints;
• Build and cultivate relationships across the enterprise, and develop a detailed understanding of IT support opportunities and challenges;
• Implement the most appropriate and effective IT support design to support and engage with the business;
• Continue to cultivate a highly engaged team with a focus on effective team and people metrics; and
• Ensure effective collaboration between IT support and all business partners.

Team Development

• Evaluate, retain, motivate and reward a highly qualified team of IT support professionals;

• Foster a culture of innovation, transparency and accountability for IT support;
• Support a “business-first” mentality within the IT organization;
• Ensure the IT Customer Support team has systems and project support capability to execute against key projects; and
• Develop and maintain growth and succession plans for key roles and positions.

IT Customer Support & Operations

• Establish metrics for managing IT effectiveness and for measuring the impact of IT to the business;
• Establish appropriate service levels and the processes to ensure that KPIs are met;
• Establish and enforce IT policies, processes, portfolio management, development standards and methodologies;
• Monitor the industry for developments in IT customer support; evaluate and implement relevant new tools and service management frameworks;
• To uphold and promote the organization’s values and philosophy relating particularly to ethics, morality, and integrity as set out in Revera’s Code of Conduct; and
• To complete all other tasks as assigned.

Required Education, Credentials and Experience:

• Bachelor’s degree in computer science or information technology, graduate degree an asset;
• 10+ years of Senior IT experience, with background in related business, hospitality, retail or real estate industry preferred;
• Strategic and critical thinker with strong foundation in IT Managed Services and customer support areas;
• Experience managing effective IT Support frameworks (ITSM/ITIL);
• Outstanding organizational skills, and the ability to manage multiple priorities in a fast paced, high pressure environment of rapid change, with conflicting demands, while in crisis management;
• Strong background in operational, capital finance, and IT budget development;

• Deadline driven and a self-starter with ability to collaborate as a team player and work independently;
• Excellent verbal and written skills required with an ability to communicate at all levels;
• Ability to prepare and manage both annual forecasts and budgets;
• Continuous improvement, quality methodology and project/operations delivery skills;
• Proven analytical abilities and decision-making capabilities; and
• Ability to wield creativity to meet deliverables in a fast-paced changing environment.

Revera is committed to ensuring that all employment practices are inclusive. As an organization we are committed to providing and arranging accommodation for candidates upon request. Please Note: If you are a current employee of Revera and have Employee Self Service (ESS) on Workday, please apply to this job via the Workday application.

Expected salary:

Location: Mississauga, ON

Job date: Fri, 22 Jan 2021 23:48:55 GMT