IT Service Manager

• Oversee and take full responsibility for HR & Legal services within our Delivery & Finance domain and ensure high performance from offshore service provider
• Manage the end-to-end service lifecycle, from design and implementation to support and continuous improvement
• Develop and maintain strong relationships with vendors and service providers to ensure timely and effective delivery of services
• Manage and oversee the day-to-day operations, service delivery and support provided by service providers and vendors
• Ensure timely and effective resolution of incidents and service requests. Minimize disruptions and enhance service quality
• Monitor service performance metrics and implement corrective actions to meet or exceed service level agreements (SLAs)
• Provide leadership and mentorship to the IT services teams, fostering a culture of excellence and innovation
• Drive continuous improvement initiatives to enhance service delivery and customer satisfaction
• Collaborate with HR & Legal business and IT counterparties to understand their needs and translate them into effective IT service strategies
• Manage and monitor the IT service budget, ensuring cost-effective delivery of services and adherence to financial targets
• Co-drive and support commercial negotiations for IT Services in scope
• Ensure compliance with relevant regulations and standards and maintain the security and integrity of IT systems and data
• Oversee the Consumer Data Requests (GDPR, CCPA) process in area

• Bachelor’s degree in Information Technology, Business IT or a related field
• 5+ years of experience in IT service management
• Strong knowledge of ITIL framework and service lifecycle management
• Experience with HR (e.g. Workday), time & attendance, contract management and employee learning platforms
• Proficient knowledge of application integrations with Active Directory or other Identity and Access Management tools is considered as an asset
• Proven ability to manage stakeholders across business and technical domains
• Excellent communication, problem-solving, and leadership skills
• Ability to manage multiple priorities and work effectively in a fast-paced environment

Proficient knowledge of application integrations with Active Directory or other Identity and Access Management tools

• Competitive Compensation
• Health and Wellness programs and coverage
• Work-Life Balance through paid time off plans and flexible work arrangements
• Professional Development through training programs, skill development initiatives and learning resources
• Inclusive and Diverse Environment
• Recognition and Rewards programs
• Employee Share Purchase Plan (ESPP)
• Employee Discounts on company products