Manager, Service Experience & Operations Enablement

fct.ca

Base: $122,000 to $149,200 cad; bonus/equity: pote...
Hybrid
Service desk service level agreements
Servicenow ticket management
Itil 4 framework
Lead a high-performing team responsible for delivering exceptional IT support and driving continuous improvement, enhancing user experience and aligning service desk operations with business objectives

Job Summary

  • Lead a high-performing team responsible for delivering exceptional IT support and driving continuous improvement, enhancing user experience and aligning service desk operations with business objectives.
  • Oversee the Operations Enablement & Support function, acting as a single business-facing coordination point between Business stakeholders and IT Operations to ensure reliable delivery of business-critical services.
  • FCT offers comprehensive benefits including a group retirement savings plan with company match, paid holidays, generous paid time off, hybrid work arrangements, and opportunities for performance-based incentives.

Matching Summary

Lead a high-performing team responsible for delivering exceptional IT support and driving continuous improvement, enhancing user experience and aligning service desk operations with business objectives.

Salary

Base: $122,000 to $149,200 CAD; Bonus/Equity: Potential for performance-based incentives; Benefits: Comprehensive benefits package

Skills & Requirements

Must-have

  • Service Desk service level agreements
  • ServiceNow ticket management
  • ITIL 4 framework
  • Managerial leadership skills
  • Operations Enablement & Support

Nice-to-have

  • Collaborative team environment
  • Commitment to customer success
  • Diversity and inclusion focus
  • Continuous improvement mindset

Key Requirements

  • 10 years related IT work experience
  • Minimum 5 years in technology management
  • Experience with ITIL 4
  • Experience with SDI Global Best Practice Standard

Work Rights

Not specified

Tailored Resume

Cover Letter