Summary of Duties :
Reporting to the Director Client Services, the Information Services Manager is responsible for the management of a wide variety of Customer Support services, Operational activities and initiatives, as well as initiating and recommending work flow efficiency improvements that support our various clients and stakeholders across the organization.
This experienced IT professional has practical knowledge and experience in Service Desk and Field Operations management, management of service level agreements, service quality improvements, training and development, project management and focuses on continuous improvements of daily operations.
The IS Manager has experience with IT Service Model operations and governance structures, including management of Change Advisory Board and Architectural Standards Review Board.
The IS Manager works with cross-functional teams, multi-project team resources to ensure that projects are delivered on time, on budget and in accordance to defined requirements, scope, timeline and cost parameters.
Specific Responsibilities include the following :
Manage operations of key IS governance operations including Change Advisory Board and Architectural Standards Review Board
Develop and maintain formal procedures to ensure compliance and increased productivity
Develop policies and procedures to standardize department operations to ensure quality and SLA objectives are maintained.
Work closely with teams to ensure seamless handoff of new services to the operations environment Provide project management oversight to moderately complex initiatives across information services as required
Manage and deliver IT Master Service Level Agreement as required
Management of multi-campus (24x7x365) call centres and field operations as required
Provide on-call coverage of Service Desk operations as required
Assist with call centre operations during peak call times, as required
Provide application support for the call centre ticketing system
Analyze workload metrics to maximize resources and identify productivity trends
Identify risks that affect departmental effectiveness and relevant mitigation plans
Prepare operational reports and statistical analysis for Director Client Services
Maintain asset inventory and generate positive client / vendor relationships
Human Resource management of Service Desk, SLA team, Field Operations teams, as required
Monitor staff performance and established call centre standards
Conduct performance reviews and recommend / implement / monitor departmental objectives
Support budget planning and monthly reconciliation and reporting as required
Participate with contract management / renewals
Qualifications / Skills :
Bachelor’s degree in computer science, engineering or a related study, or an equivalent combination of education, training and experience.
At least seven (7) years’ recent related career experience in a large, complex organization including experience with at least two IT disciplines from a client / server environment such as project management, systems analysis, network management, and operations
Excellent written and oral communication skills
Excellent problem solving and negotiation skills
Self-starter with strong interpersonal skills
Excellent time management and organizational skills
Strong project management and leadership skills
Experience in work flow efficiency and operations improvement
Technical Competencies Preferred :
Microsoft Exchange, Windows operating systems
Various PDA platforms
Enterprise antivirus, antispam, antispyware
Microsoft Office and other common PC applications
Qualified candidates are invited to submit their cover letter and resume (in one document) quoting 200523 to :
Sunnybrook Health Sciences Centre