Openings >> Manager, Service Operations
Manager, Service Operations
Title:Manager, Service Operations
Location:Toronto, ON

Who is BGRS?

At BGRS, we create customized mobility solutions that transform mobility into a driver of recruitment, development and retention. We are proud to be the partner of choice for many of the world’s most recognizable brands, including 35% of the Fortune 100 as well as the governments of the United States and Canada. Our diverse client portfolio represents a variety of industry segments.

BGRS is all about mobility. Come join one of the leading companies in global talent mobility, partnering with some of the largest organizations in the world to keep their employees on the move. We are committed to keeping our own talent on a career growth trajectory by fostering an engaging environment with development opportunities that create success for our clients and you. We support our employees by offering a flexible, innovative environment that allows them to focus on their clients and careers. We look forward to you joining our team and experiencing the power of what talent mobility can achieve.

Role Overview

This Service Operations Manager role reports to the Director of IT Operations and is directly accountable for the strategy, leadership, daily management and direction of the services offered by the IT Operations teams including tier-1 support, end-user systems and Information Technology Information Library (ITIL) Service Management (ITSM) policies, processes and procedures. This role is also responsible for the maintenance, support, and lifecycle management of these services to ensure we drive system stability, achieve service excellence, deliver effective communications, and focus on thought leadership for our business stakeholders. This involves activities associated with building relationships, gathering information, evaluating current / future state, collaborating on solutions, implementing changes, coaching / mentoring, and measuring improvements.  

What You'll Be Doing

  • Lead and manage a global team responsible for;

      • Tier-1 contact center multi-channel technical support (voice, email, chat, web)

      • System access control

      • ITSM processes including Change, Problem and Incident management

      • IT Operations system administration and management

      • IT Operations reporting and analysis

      • IT communications (outages, new services, announcements etc.)

  • Ensure that any new IT services are analyzed and documented in Service Level Agreements (SLA) and Standard Operating Procedures (SOP) to ensure proper transition to IT support staff

  • Build and maintain a configuration management database (CMDB) including CI types, naming conventions, required and optional attributes and relationships.

  • Provide the direction and guidance necessary to lead the team through project planning and other large collaboration efforts, while fostering an environment of open communication and problem solving.

  • Provide thought leadership on strategy, cost-optimization, innovation and efficiency improvement.

  • Ensure that responsible IT budgets are tracked and adhered to on agreed upon processes.

  • Ensure that operational stability, integrity and compliance are achieved and maintained through the development and implementation of departmental standards based on the ITSM framework.

  • Manage education and training programs for the team, including fostering a culture of continuous improvement and providing direct staff mentoring when required.

  • Develop reporting metrics, dashboards and status reports for the team, including performance against SLAs and KPIs.

  • Research, recommend, and facilitate changes and improvements to the people, processes, and technologies to meet changing business needs using professional experience, business feedback and input from industry experts and organizations.

  • Responsible for decisions and final recommendations that often impact the entire organization.

  • Assist in the development of the vision and strategies of IT services, while collaborating with other IT leadership in the planning and implementation of technology roadmaps.

  • Implementing and maintaining the IT service continuity process, in accordance with the overall business continuity process (BCP), and representing the IT services function within the business continuity management process

  • Responsible for vendor management and investigation of sources of software and services. Evaluates vendor cost and quality of services.

  • Providing assistance in the development and review of SLAs, contracts, agreements or any other documents for third-party suppliers.

What You Bring to BGRS

  • Bachelor’s degree in Computer Science or technical discipline required.
  • ITIL v3 and IT Service Management certifications (foundation / practitioner) is a MUST

  • 5+ years of experience in ITIL Service Management implementation
  • 5+ years in an IT leadership role
  • 5+ years experience leading a tier-1 Service Desk team
  • Experience with multi-channel Contact Center technology
  • Experience with an IT ticketing system
  • Experience with a Configuration Management Database system
  • Strong data analysis, reporting and visualization capabilities
  • Ability to work effectively and collaboratively in a team environment and with employees at all levels/areas of the organization
  • Excellent customer service skills, including both verbal and written communication skills
  • Advanced consulting, negotiating and meeting facilitation skills
  • Ability to manage and motivate in a fast-paced, team-oriented, collaborative environment
  • Exceptionally self-motivated and self-directed
  • Ability to present ideas in business-friendly and user-friendly language appropriate to both executive and managerial audiences.

  • Deadline oriented with strong attention to detail

  • Flexibility to travel and work across global time zones

What BGRS Offers

  • Competitive salary and incentive plans
  • Workplace flexibility for a balanced work/life approach
  • Comprehensive benefits packages and wellness program
  • Generous company-paid vacation days and holiday time
  • Challenging, collaborative, diverse corporate culture
  • Ongoing opportunities for learning and career development

Follow BGRS

As an Equal Opportunity Employer, BGRS embraces diversity and, as such; is dedicated to considering all qualified applicants without regard to race, color, gender, religion, national origin, disability, age, sexual orientation, marital status, pregnancy and parenting status, protected veteran status and any other characteristic protected by law. Employment may be subject to additional background checks, drug testing and fingerprint processing.



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