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Associate Director, Operations, Epic
Winnipeg, Manitoba, Canada A proud part of the Bell MTS family of companies, Epic specializes in delivering a full suite of IT services to help Manitoba businesses succeed. Whether our customers are looking for managed, cloud, or professional services, they can count on our team of technical experts to deliver the solution that is right for them. New employees at Epic enter a dynamic workplace operating in a sophisticated, high-technology industry. To put it simply, we challenge our people every day to embrace change and innovation. We also recognize that talented, creative people have many options when choosing where to pursue their careers. Our company offers a wide variety of career development paths and we constantly invest in our people. The bottom line: we're looking for innovative, flexible, team-oriented individuals with an appetite for the excitement and constant changes of the IT industry. POSITION DESCRIPTION: The Associate Director, Operations plays a key role on the Senior Leadership Team (SLT) at Epic. This role includes accountability for the delivery of mission critical IT services to our clients throughout Manitoba. JOB DUTIES/ACCOUNTABILITIES: *Leadership & Management: *As an important member of the SLT, provide expertise and guidance on business strategy, budgeting, cost control, and business unit transformation. *Provide overall leadership & support to a large team of talented IT managers, engineers, administrators, and technicians. *Develop and manage annual budgets including staffing plans, unit expenses, and capital expenses. *Deploy and manage our employee development programs including annual objectives setting, performance reviews, and training programs. *Service Delivery & Business Growth: *Establish deep relationships with our portfolio of Managed IT and Cloud services clients and focus on delivering an excellent customer experience throughout the client lifecycle. *Develop & execute strategies to retain & grow client accounts through consistent engagements to assess the performance & value of the services we provide, the client's business needs & requirements, IT infrastructure assessments, technology recommendations, and delivery of IT projects to meet their requirements. *Oversee our helpdesk and technical support departments with a strong focus on using data & analytics to assess the performance, client experience, and drive a culture of excellence throughout our teams. *Business Transformation: *Be a leader and champion of change, to continuously question the status quo and identify innovative opportunities to exceed business, service & customer satisfaction targets. *Oversee initiatives to implement improved network operations center capabilities including remote monitoring & maintenance, network monitoring, fault alerting, incident reporting, documentation, and toolset automation. *Oversee initiatives to implement and improve ITSM framework and embed ITIL processes into our service delivery operations including asset management, documentation, change management, incident reporting, and problem reporting. *Improve client experience when engaging with the help desk & technical support by evolving our processes and toolsets in the call center and the coordinator with escalation units. *Work with other leaders and business until to improve our business processes, systems, and analytics, including CRM, financial forecasting, business intelligence systems, & analytics. *Develop meaningful KPI's for business units and align your team to the targets and objectives, with a focus on continuous improvement of performance. CRITICAL QUALIFICATIONS/ COMPETENCIES: *Bachelor's degree in business or computer science, or the right combination of education and extensive management & leadership experience. *5 years' experience operating in a Senior Manager or higher-level position including experience on a senior leadership team. *5 years leading & managing large teams of highly skilled technical staff. *Extensive experience in HR including recruitment, employee development, and workforce planning and management. *Prior work experience with a technology-focused service provider such as Managed IT, telecom, or cloud services. *Experience and extensive knowledge of ITSM and ITIL concepts & processes. #BBMCloud #indeed #LI-JW1 #EPICjobs Bilingualism is an asset (English and French) Additional Information: Position Type: Management Job Status: Regular - Full Time Job Location: Canada : Manitoba : Winnipeg Application Deadline: 09/30/2021 Please apply directly online to be considered for this role. Applications through email will not be accepted. Epic is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential. Created: Canada, MB, Winnipeg Bell, one of Canada's Top 100 Employers. |
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