EDUCATION & CERTIFICATIONS:

• Graduate degree with an IT focus, or equivalent education and experience.
• Certifications (gained or in progress): ITIL v4, PMP, Management Level Certifications.

QUALIFICATIONS:

• Broad technical knowledge of IT.
• Understanding of IT services, technology, and solutions.
• Field Analyst services experience (10+ years).
• Significant experience (5+ years) in leading or managing a team with an excellent understanding of people.
• Work experience in a related industry setting (manufacturing).
• Experience with managing remote teams across countries.
• Ability to conduct research into issues and products.
• Deep understanding of running IT services in regards to technology and processes.
• Ability to Lead an organization with a large staff of highly trained IT professionals.
• Strong analytical, design and development skills including troubleshooting and integration of IT services.
• Knowledge of existing and emerging hardware and software technologies and IT architectures.
• Strong competency in developing efficient and effective solutions to diverse and complex business problems.
• Knowledge of best practices to guide teams through issues related to the design, development, and deployment of mission critical information and software systems.
• Ability to develop and implement IT policies and governance.

SAMACO

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At Samuel, meeting our customer needs is our top priority. With cost-effective distribution and just-in-time delivery of metals and industrial products across North America, we ensure our customers get exactly what they need – any time, anywhere and from a single source. Our focus on value-added processing services and innovative supply chain solutions allow us to work closely with our customers, ensuring their products are on the market on time. Thanks to our integrated network of products and services supported by our in-house technical leaders and market experts, we are uniquely positioned to become your supplier of choice.
At Samuel, we believe every team member brings unique and valuable skills, experiences and knowledge to our thriving business – enabling us to build on over 170 years of success in the metals industry. We offer countless opportunities for our team members to develop and grow in their careers, empower them to make decisions on the job and be a part of driving positive change – within our organization and in the communities where we live and work. If you’re seeking a dynamic, supportive and welcoming workplace to make your mark and grow your career, we have the programs, culture and opportunities to make it happen. We’re stronger together.
At Samuel we believe in a culture of equality. Respect and integrity are at our core. We are committed to building and creating an environment that is open and welcoming for everyone.
Samuel is an Equal Opportunity Employer. In the United States, we utilize E-Verify

• Lead a team in providing best in class support to customers according to service level agreements.
• Ensure that appropriately skilled and trained resources are deployed and are working in accordance with agreed internal and customer procedures and standards.
• Train, coach and mentor team members their activities and deliverables.
• Build and obtain appropriate training material to ensure the team is successfully able to deliver expected service.
• Achieve rapid delivery across locations and product lines with focus on devices, local plant applications, and various support processes.
• Develop and maintain relationships with Business Leaders, IT Leaders, and Vendor partners.
• Enabling service restoration activities, including managing the major incident restoration bridge calls during off-hours (24/7 rotating on call support).
• Act as the single point of contact for our businesses, liaise with customers, address escalations, and adapt services, standards and policies to changes on demand.
• Contribute to process and team improvements with focus on agility and customer service including efficient ways to deliver service.
• Partner with the ITSM, Service Desk and other IT teams and IT Stakeholders to drive continuous improvements.
• Manage technology strategies for your accountable domains.
• Deliver value to the business using technology services and running IT like a business.
• Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan).
• Ensuring that all the technical solution deployed driven by a business outcome.
• Defining and implementing service enhancements that will improve the reliability, usability, security, supportability and performance of the plant environment.
• Supporting projects to operations using a DevOps model.
• Managing related suppliers, their costs and performance.
• Partnering with other IT teams to drive the creation and execution of system monitoring processes and procedures.
• Enhancing timely monitoring of key service delivery metrics reporting, while identifying any gaps or process improvement needed for quality metrics.
• Developing, maintaining, and aligning policies and procedures as they relate to IT Operations support and regulatory controls.
• Participate in program audits.
• Provide continuous process improvement through Incident Management and Problem Management.
• Support the Change Advisory Board functions and responsibilities.
• Ensure that financial objectives are met.
• Lead IT resources with responsibility for legal and company internal policy compliance of all employees within your sphere of influence your jurisdiction.
• Build and refine Roadmaps related to driving value for the business.
• Participate directly with Senior Business Management to maintain tactical business visibility within the IT Community.
• Translate business Mission, Vision and Values to enable shared understanding and rapid execution by business and IT personnel.
• Works with the various levels of IT and Business Management to develop and coordinate technology advancements.
• Develop success criteria with business leaders and measure progress of IT initiatives against those factors.
• Work with Business Leaders on validating that IT is providing value to the business.
• Contribute and actively participate in the Demand Management Forum process.
• Lead stakeholder expectations and take accountability for service delivery.
• Conduct needs and impact analysis on business requests to identify opportunities.
• Consult with business leaders to identify tactical technology needs, offer guidance based on industry trends and support business objectives.
• Build and maintain credibility and trust between business and IT.
• Collaborate with other Business Relationship Managers to develop tactics to align business groups where appropriate.
• Identify and create opportunities to collaborate with others across organizational boundaries to develop innovative solutions.
• Stay current on technology trends and solutions to facilitate rapid deployment of solutions.
• Analyzing financial information (e.g. revenues, expenditures and cash Management) to ensure all operations are within budget.
• Participating in the development of annual budgets.
• Presenting annual budgets to IT Leadership.