EnerCare IT Process Manager Temporary in Toronto, ON

Overview

EnerCare

Branch Toronto ON CA

Position:
IT Process Manager
Location:
Toronto, ON

Reviewing and recommending integration of IT help desk (service desk) function between Ener. 15 plus years of IT experience with at least 5 years in IT service…

This position is accountable for implementing common end-to-end IT processes to support all of EnerCare’s production systems and IT services after the integration. Some of the key processes are: incident, problem, and change management.

Responsibilities Include:
Assessing current IT service management processes used by EnerCare’s IT teams in terms of maturity, connectivity, and gaps. Key processes to review are incident, problem and change management.

Optimizing, streamlining, and identifying changes in conformance to ITIL industry best practice service management framework.

Reviewing and recommending integration of IT help desk (service desk) function between EnerCare’s divisions.

Reviewing current service management (ticketing) tools and identify gaps to support the ITIL processes from ‘end-to-end’ and recommending changes.

Working collaboratively with stakeholders to define and document service level agreements on incident and service requests.

Implementing process and related changes upon approval.

Documenting processes and developing a training plan for staff to administer.

Designing service level metrics to report performance and progress.

During the training period, acting as team lead guiding staff of the service management functions to ensure the processes are being administered properly.

Defining and overseeing configuration of service management tools.

Inputting the IT organization structure to ensure the processes can be executed effectively meeting business needs.

Performing other duties as required to improve IT operation and support capabilities.

Qualifications:
University degree in Information Management, Computer Science, or equivalent.

15 plus years of IT experience with at least 5 years in IT service and operation management.

Proven experience of successful IT Service Management (ITIL) implementation for large to medium organizations.

ITIL certification is essential.

Experience in establishing and managing IT service management functions such as service desk, service level agreements. Experience of acting as process manager is essential.

Good understanding and appreciation of IT Operations activities.

Strong customer and service support skills.

Leadership and team building skills.

Exceptional communication skills and ability to effectively collaborate with technical and non-technical stakeholders.

Strong interpersonal and demonstrated people management skills are a must.