The De Beers Group has an opportunity for a motivated and energetic individual to join the Critical Business Systems (CBS) department in Calgary.
Reporting to the Global IM Manager North America this role will oversee a number of key functions within the IT department that enable the delivery of a high quality service to end users and ensures that Service Support and Service Delivery processes are in place to meet business needs.
The incumbent will communicate directly to senior stakeholders to establish and manage expectations within the business.
The ideal candidate is one who is committed to safe working practices and strives for zero harm. This position will require ad hoc travel to Gahcho Kué Mine (in the Northwest Territories), Victor Mine (in Northern Ontario) as well as operational and support centers within Canada and the USA.
Primary Responsibilities :
Lead the delivery of End Use Compute support to ensure end-to-end service agreements are delivered according to SLAs;
Ensure compliance to our operating model and processes in the delivery of services;
Own the incident, request, change and escalation processes, ensuring high levels of performance, accurate reporting and establishing service improvement activities;
Contact and engage with key stakeholders and understand their unique requirements;
Develop strong working relationships and network with suppliers and service providers;
Manage a team of 11 people in a complex and diverse environment.
Minimum ten (10) years' of progressive industry experience within IT Service Delivery;
Minimum five (5) years’ of direct supervisory experience;
ITIL certification is required;
Strong knowledge of Microsoft based operating systems and Outlook 2013 / O365 within a network environment is required;
Post-secondary education in Information Technology or equivalent;
Advanced decision making and analytical skills and experience in management of risk;
Strong verbal, written and interpersonal skills to effectively communicate at all levels of the organization;
Excellent planning, time management, problem-solving and analytical skills;
Proficiency in SNOW, project management and Database administration would be a significant advantage;
Proven commitment to Safety, Health and Environmental standards.