Senior Manager, Service Management

PLEASE NOTE THE LOCATION OF THIS POSITION IS FLEXIBLE; SUCCESSFUL CANDIDATES CAN WORK OUT OF THE ST. CATHARINE'S OR DOWNSVIEW LOCATION.

The Service Management Branch of the Labour and Transportation I&IT Cluster seeks a results-oriented IT leader to design, develop and deliver IT service management processes and best practices while leading and managing the delivery of severalservice management functions.

What can I expect to do in this role?

As Senior Manager, Service Management you will:

• Design, develop and deliver IT service management processes and best practices and processes.
• Ensure compliance with established standards for all OPS information technology service management processes including, incident management, problem management and change management processes.
• Support and promote a productive team environment which reflects a culture of excellenceand an inclusive, diverse, equitable and accessible work place.
• Develop and manage key business relationships with clients, partners and stakeholders.
• Plan and manage the production operations services and systems monitoring to support non-stop client businesses for a large and diverse client group working with multi technology platforms.

How do I qualify?

Senior Leadership

• You have senior leadership experience in a fast-paced, client focused I&ITenvironment with demonstratedability to develop and mentor staff to deliver results.
• You are an inclusive leader who values and creates a culture of diversity, inclusion and equity in theworkplace.
• You have excellent communication, negotiation, problem-solving skills and exceptional judgement andpolitical acuity.
• You identify, implement and promote continuous improvements to processes that improve service delivery and financial management of the service delivery.

Technical Knowledge and Experience

• You have knowledge of IT Service Management, ITIL, Service Transitioning, Operations and continual improvement.
• You have knowledge of current and emerging technologies in areas such as: multi-technology platform within mid-tier environments, high-speed local and wide area networks, broadband data communications and internetworking, storage technologies and storage management, Intranet/Internet technologies.
• You have knowledge and understanding of the underlying technologies that make up enterprise hosting environments including Data Centre Monitoring and Management tools, Web/Application Hosting, Database Hosting, Reporting Services, Collaboration Services, Customer Relationship Management packages and Integration Services.
• You have knowledge of and extensive experience in service management principles, processes and best practices to ensurecompliance and consistency in the delivery of service management.
• You have experience managing and leading the delivery of costeffective and efficient service management operational plans and day to day operations.
• You have well developed change management and strategic planning skills to ensure the successfuldelivery of various I&IT projects.
• You have expertise in I&IT procurement and vendor relations.

Stakeholder Relationship Management

• You have experience as a leader developing a culture of client service excellence.
• You have proven ability to develop and manage collaborative relationships with stakeholders, clientsand partners.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Remember: The deadline to apply is Thursday, December 20, 2012 11:59 pm EST. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.