Manager-it Service Delivery

at  Peel Regional Police

Are you an ambitious and highly motivated IT professional with experience in managing the Service Desk function using ITIL concepts and processes? Are you looking to make the next step in your career? If so, apply below and join Peel Regional Police – one of Canada’s most progressive police services!
As a Manager, IT Service Delivery within our IT Services department, you will be responsible for overseeing and optimizing the delivery of Information Technology (IT) services within the organization. They are accountable for IT service management functions, including Service Desk operations, Incident Management, Change Management, Problem Management, Knowledge Management, Request Fulfillment, Vendor and Contract Management, and Inventory and Asset Management. They ensure adherence with IT Services (ITS) departmental objectives, industry best practices, and Service Level Agreements (SLAs) supporting IT service delivery.
What will your typical day look like?
Manages and oversees the Service Desk function, ensuring timely and effective resolution of user incidents and service requests. Maintain performance metrics to support continuous improvement initiatives to improve service quality and customer satisfaction.
Manages a team of professional and technical staff and is accountable for team results through direct input into hiring decisions, establishing, and monitoring performance standards, providing development, and training opportunities, and evaluating staff performance.
Acts as a point of escalation for complex and major incidents, customer issues ensuring resolution within agreed SLAs.
Owns and manages Change Management processes to oversee the lifecycle of all changes, ensuring minimal disruption to services and systems by assessing risks and coordinating change implementation activities.
Owns and Manages Problem Management activities to identify root cause of recurring incidents and prevent recurrence.
Manages and evolves the ServiceNow Knowledge Management system to capture, organize, and share information.
Monitors, oversees, and continuously optimizes ServiceNow Request Fulfillment processes.
Manages ITS contracts and IT vendor relationships to ensure quality service delivery and contractual compliance.
Oversees and manages all ITS inventory and asset management processes and assets (i.e. hardware, software, licenses cloud assets etc.) within ServiceNow, to track asset lifecycle, utilization, and compliance with organizational policies.
Collaborates with ITS Managers to manage hardware and software refresh cycles and contract renewals.
Provides governance over the creation, addition, updates, and removal of contents within ServiceNow Self-Service / Service Catalog portal.
Defines, establishes, and monitors service levels and service level agreements.
Participates in projects and departmental initiatives as assigned by the Director-ITS.
Manages the budget for the unit and provides input into preparation of operating and capital budgets.
Prepares oral and written presentations for management as required.
Performs additional duties as assigned.
Enough about us, let’s talk about you

Please refer the Job description for details