IT Service Delivery and Asset Manager

City of Surrey

City of Surrey
IT Service Delivery and Asset Manager

Exempt


The City of Surrey is a place of innovative transformation and accelerated growth—where the future is limitless and possibilities are endless. If you are excited about helping build the city of tomorrow—and you share our values of integrity, service, teamwork, innovation and community—join us, today.

Scope
The primary focus of the Manager of Service Delivery and Asset Management is to provide strong mentor & leadership to a talented team of eight unionized staff who offer ServiceDesk services, ServiceNow System administration, and Asset Management support to the City. Passionate about customer service, this role oversees the team’s overall day-to-day operations, ensuring clients have the best experience possible, while adhering to City policies, procedures, SLAs, and compliance requirements. Overseeing Incident, Problem, Demand, Request, and Knowledge management processes; this role also provides analytical and reporting services to the IT management team and assist in the development and enhancement of policies and procedures to ensure we provide the best-in-class service.

Responsibilities
  • Oversee daily operations including; schedules, escalations, coordinating urgent or complicated support issues, and managing outage/emergency communication processes.
  • Establish and refine Service delivery processes, workflows, and best practises.
  • Participate in ‘root cause’ analysis and communicate findings to customers and IT management team.
  • Lead the QA review processes to improve ticket quality and escalation effectiveness.
  • Provide data and reporting of KPI’s and trends to IT department and others on a weekly, monthly or ad-hoc basis; drive Deep Dive ticket reviews and develop strategies for improvement.
  • Oversee asset management processes that are financially responsible and ensures compliance.
  • Work in partnership with stakeholders to achieve customer satisfaction, strengthen relationships, and create efficiencies within the IT division.
  • Contribute to the development of our internal resources and culture by creating and promoting a collaborative environment where knowledge and skills are shared to facilitate efficient and timely delivery of services.
  • Lead recruitment, performance management and succession planning within a unionized environment.

Qualifications
  • Completion of a Diploma or Degree in related field; and minimum 5 years of direct management experience within a customer service environment, with proven experience in the Information Technology field.
  • Experience with IT Procurement and project management is an asset.
  • Have strong interpersonal and leadership skills with a demonstrated history of building team culture, employee development and performance management initiatives.
  • Have Exemplary communication skills, both written and oral.
  • Be an innovative and creative service-orientated problem solver.
  • Have the ability to be analytical and creative to drive innovative technology, process improvement, and streamline processes to improve services.
  • Have high-level organization, prioritization and time management skills with advanced critical thinking abilities.
  • Preference will be given to candidates with ServiceNow, ITAM, ITBM, and ITIL training or background.

Conditions of Employment  
  • This position requires completion of a Police Information Check.
  • Successful applicants must provide proof of qualifications.

This job will be posted until filled. Please visit www.surreycareers.ca to apply.
 

Organization: City of Surrey
Location: Surrey, BC
Region: Lower Mainland
Professional Category(s): Information Technology, Asset Management
Posted: October 22, 2018, 2:44 pm
Expires: December 3, 2018, 4:30 pm

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