Manager. It Service Delivery

If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! Certified as a Great Place to Work®, recognized as Canada’s Most Admired Corporate Cultures, GTA's Top 100 Employers, one of Canada’s Top 50 Fintech’s, North America’s Most Engaged Workplaces, and placed on the 2022 Report on Business Women Lead Here list, we want the best and brightest to join our team.
We are a publicly-traded company on the TSX with over 4000% shareholder return since 2001. Accredited by the Better Business Bureau, goeasy Ltd is a Canadian company that provides non-prime leasing and lending services through easyhome, easyfinancial and LendCare.
The Manager, IT Service Delivery will ensure effective support for all business-critical applications and manage the triage process of resolution groups for both internal and external service providers. Reporting to the Director, Application Operations, you will focus on major incident management, process management, change management, and release management. In addition, the incumbent is responsible for defining the IT asset management program and working with their team to manage the company’s IT assets throughout the asset lifecycle while maturing ITAM process and procedure. The office of the CIO is focused on ensuring that goeasy is operating as a technology-first business, with process, policy, and support in place to manage growth and scale. You will ensure that programs and processes required by multiple IT groups are standardized, followed, and improved over time.
Role Responsibilities (not Limited To)

• Creating, communicating, and executing the incident response strategy and actions for individual incidents (spanning Security, IT, DevOps, and Product Engineering).
• Understand and translate technical information and issues into business cases, impacts, and risks that can easily be interpreted by the customer.
• Develop asset control processes to monitor accountability identification, maintenance, location, and contracts.
• Manage incident-related training, including cross-training of our SREs (Site Reliability Engineer), DevOps, and Application Engineers.
• Leads the weekly CAB (Change Advisory Board) process as part of a release management team.
• Overseeing the incident management process and team members involved in resolving the incident.
• Escalates and manages Incident/Change/Release related issue through to resolution.
• Driving resolution of incidents through incident commanding by closely partnering and collaborating with Engineering, Technical Support, and Customer Success.
• Acts as the leader in the implementation and maintenance of the ITAM program.
• Leads and contributes projects to improve tools and processes related to manageability, observability, resiliency.
• Prioritizing incidents according to their urgency and influence on the business.
• Contribute to our blameless post-mortem process, driving prioritization of action items related to site reliability and resiliency.
• Develop and implement plans and activities to complete application dependency and service mapping across IT environment.

Who You Are

• Able to effectively communicate critical issue status (both verbally and written) to executive staff, go to market teams, and other involved parties.
• Experience managing technical incidents, whether as part of an on-call team or as an incident manager.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams.
• 5+ years in incident management, change management, operations, or technical support experience
• You have a high degree of operational excellence, use data-driven decision-making to minimize risk, and love building and managing reports and data.
• Sufficient technical background and experience with specific tools for reporting, documentation, and observability (Jira, Confluence, Datadog, or the equivalent).

On Call Support Responsibilities

• On-Call duties include attending the Major Incident Management bridges during severity incidents, requesting regular updates from the technical teams involved in the severity incident and conveying updates to the business stakeholders. The On-Call person is required to manage & drive the severity Incident until closure by the Major Incident Management team.
• The IT Service Management team participates in On-Call duties on a rotational basis.

Desired Skills/Experience

• Demonstrated ability to innovatively solve critical technical issues and problems.
• Experience leading a team of incident response professionals.
• Specialized in incident response, leading communication and coordination of security containment and response activities.
• Make decisions in a crisis with limited or incomplete information.
• Familiar with tactics, techniques, and procedures commonly employed by threat actors, and their motivations.
• Think strategically and tailor appropriate messages to various levels throughout the organization.
• Extraordinary verbal and written communication skills, tailoring the context of the conversation to the audience in crisis situations.
• ITIL related certifications a plus
• Experience with using the Service Delivery platforms such as Service Now and Freshworks a plus.
• BS/BA degree in Computer Science, Information Technology, Engineering (MBA or master’s is a plus)

Inclusion and Equal Opportunity Employment
goeasy is an equal opportunity employer. In addition, goeasy is committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.
Additional Information
All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants, however we will only be contacting those for interview who possess the skills and qualifications outlined above.
Why should you work for goeasy?
To learn more about our great company please click the links below:
http://goeasy.com/careers/