Director It - Service Centre - En

Requisition ID: 176415

Career Group: Corporate Office Careers

Job Category: IT Service Centre

Travel Requirements: 0 - 10%

Job Type: Full-Time

Country: Canada (CA)

Province: Ontario

City: Mississauga

Location: Tahoe Office

Postal Code: L4W 0C7

Our family of 134,000 employees and franchise affiliates share a collective passion for delivering exceptional shopping experiences and amazing food to all our customers. Our mission is to nurture the things that make life better – great experiences, families, communities, and our employees. We are a family nurturing families.

A proudly Canadian company, we started in a small town in Nova Scotia but we are now in communities of all sizes across this great country. With over 1500 stores in all 10 provinces, you may know us as Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, Lawtons Drug Stores or another of our great banners but we are all one extended family.

All career opportunities will be open a minimum of 5 business days from the date of posting.

Ready to Make an impact?

Sobeys is full of exciting opportunities and we are always looking for bright new talent to join our team! We currently have a full-time opportunity for an Director IT - Service Centre. This role can be based out of one our main offices including: Stellarton, NS; Mississauga, ON; Alberta, AB; Vancouver, BC.

The Director of IT Service Management will report to the Vice President of Information Technology Operations Transformation. The position provides leadership for a central department within the Division of Information Technology Services.

The Director Is Responsible For Driving The Following Initiatives

This position will be responsible for championing best practices and managing a team for the development of service management processes based on ITSM constructs.

• Foster continuous service delivery optimization and improvement.
• Develop self-auditing and compliance capabilities around ITSM procedures.
• Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools.
• Ensure all service management processes enable service agility.
• Create an environment that supports customer self-service and automation of routine service requests.
• Define and implement a strategy to drive adoption of service management and operational best practices relevant to retail stores, warehouses and offices as well on-premise Data Centers and cloud computing services.
• Identify resources and sourcing of service management operations support.

Here’s Where You’ll Be Focusing

Key Responsibilities Include:

• Responsible for the IT Service Desk and providing governance and standards for all Call center related services
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
• Manage and ensure compliance of IT solutions to both security and other regulatory requirements
• Identify new methods and technologies leading to improvements in the Service Desk performance and cost reduction
• Drive employee engagement by providing leadership, coaching and development to the team
• Manage departmental Capital and operating budgets and forecast appropriately.
• Provide guidance and direction to the Service Desk staff in relation to: ITSM standards related to Incident, Change and Request management, customer service, continuous improvement, and problem management
• Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
• Provide tactical and strategic recommendations based on ITSM key performance measures.
• Interface with other IT teams and some business unit leads to ensure collaboration and coordinated strategy to meet service management goals and objectives.
• Develop and drive implementation of the service management, ServiceNow strategy and associated business processes across the IT organization.
• Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization.
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
• Responsible for enhancing personal and team’s working knowledge of the business areas assigned and functional Service Desk knowledge that can assist in the overall Product Delivery
• Accountable for building, publishing and the utilization of the service catalog.
• Define roles and responsibilities for the department.
• Other related duties as assigned.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
• Will be responsible for on-call duties and response to emergencies / escalations as needed.
• Mentor service and process managers on ITSM concepts.
• Responsible for leading a team of professionals in the areas of IT Service transformation, Service Management, metrics and reporting.
• Ensure that Solution Desk Disaster Recovery plans are in place and maintained and tested

#DigitalatSobeys

Minimum Qualifications

What you have to offer:

• Bachelor's degree in Computer Science or related field AND minimum of ten years demonstrated experience in ITSM and/or information technology.

Preferred Qualifications

• Knowledge of change management methodology (PROSCI ADKAR, Kotter).
• Knowledge of Retail environments.
• Knowledge of ServiceNow™, Splunk™ and other tools used in ITSM environment.
• Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.
• Bilingualism (French & English) an asset

Knowledge Skills And Abilities

• Plans and carries out responsibilities with minimal direction.
• Technical competence (understand service offerings, etc.).
• Excellent presentation, time management, and collaborating skills.
• Motivated, goal oriented, persistent and a skilled negotiator.
• In-depth knowledge of IT Service Management (ITIL) frameworks.
• Handles stressful situations and deadline pressures well.
• High level of initiative and work well in a team environment.
• Proven expertise and overall responsibility in customer service and contact center services, performance and new generation capabilities.
• Ability to work with people from a variety of different culturally diverse backgrounds.
• Demonstrated experience in leading process improvement and organization change initiatives.

We offer teammates competitive total compensation packages that will vary by role and location. Some websites share our job opportunities and may provide salary estimates without our knowledge. These estimates are based on similar jobs and postings for general comparison, but these numbers are not provided by or monitored for accuracy by our organization. We look forward to discussing the specific compensation details relevant to this role with candidates who are selected to move forward in the recruitment process.

Sobeys is committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.

While all responses are appreciated only those being considered for interviews will be acknowledged.

We appreciate the interest from the Staffing industry however respectfully request no calls or unsolicited resumes from Agencies.