Skip to content
Manager – IT Service
| Company | Sophos |
|---|
| Location | Vancouver, BC, Canada |
|---|
| Salary | $92000 – $153000 |
|---|
| Type | Full-Time |
|---|
| Degrees | |
|---|
| Experience Level | Senior, Expert or higher |
|---|
Requirements
- ITIL certified
- Project Management certified
- IT Service Desk and on-site services experience
- Asset management experience
- SLA and KPI identification, creation and negotiation experience
- XLA understanding
- Confluence and Jira experience
- ITSM knowledge and experience: Servicenow, BMC Remedy, Jira, Freshservice. Including workflow automation, reporting and dashboard implementation
- Excel and PowerBI knowledge and experience of dashboard creation and management
- Skilled people manager. Adapt at providing clear direction and driving a culture of continuous improvement
- Experience managing executive level stakeholder relationships
Responsibilities
- Line management responsibility for ~10 Level 1, Level 2, and Level 3 IT engineers
- Coaching, skills development, and performance management
- Management of business escalations and ownership of resolution
- Delivery of RCAs and improvement actions
- Managing team and business communications
- Managing regional and business stakeholder relationships
- Management executive IT support relations, including proactive monitoring and resolution
- Influence and coordinate the incident, problem, and change management process
- Responsibility for regional opex spend and input to capex requirements
- Ownership of joiner, mover, leaver for the Americas group, ensuring day 1 readiness
- Regional process ownership including delivery of knowledge content consumed by both IT and the business
- Drive continual improvement opportunities across the IT service business
- Partnership with engineering and compute teams to identify and implement enhancements and better ways of working
- Responsibility for regional and global SLAs and KPIs
- Input to XLA implementation and recommendations
- Hold monthly operational reviews with IT senior leadership, and regional senior leadership teams
- Provide management information, actionable insights, and recommendations for improvement opportunities for user experience, resolution times, automation, integration and technology
- Partnership with engineering and compute teams to identify and implement enhancements and better ways of working
- Drive continual improvement opportunities across the IT service business
Preferred Qualifications
No preferred qualifications provided.
