Championing standard methodologies and development of service management processes based on ITSM constructs
Ensuring efficient and effective IT service delivery across the organization
Aligning IT services with business goals
Driving continuous improvement in service delivery teams
Collaborating with partners to improve service quality and customer happiness
Nurturing relationships with key collaborators as a global ITSM point-of-contact
Identifying and mitigating IT service delivery risks
Managing service area budgets and forecasting appropriately
Developing and implementing a strategy for organizational excellence in ITSM services, procedures and tools
Requirements
Relevant university degree or equivalent experience crafting, planning, implementing, and supporting ITSM
Minimum of 10 years of experience in IT Service Management, with at least 5 years in a leadership role. Experience in the mining or heavy industry sector is an asset
Detailed knowledge and technical skills of ITIL framework with demonstrable experience with transformation and ongoing operations of Service Management processes
Demonstrated experience is managing external service providers and ensuring delivery quality
Proficiency in implementing strategies for successful organizational change and management (PROSCI ADKAR)
Knowledge of ServiceNow platform, IT Service Management frameworks and other relevant ITSM tools
Demonstrated experience in leading process improvement and organizational change initiatives
Validated expertise and overall responsibility in customer service and contact centre services, performance and new generation capabilities
Excellent presentation, time management, and collaborating skills
Motivated, goal-oriented, persistent and a skilled negotiator with the ability to collaborate with various teams
A self-starter with strong problem-solving skills and ability to think strategically
Ability to speak in Spanish is valuable but not required.
Tech Stack
ITSM
ServiceNow
Benefits
Don't miss out on this outstanding opportunity to be part of one of Canada's leading mining companies and join our team!