JOB OF THE WEEK! One of Modis’ Global clients is currently looking for a Project Manager to manager the IT Operations and Production Services team. The purpose of this position will be to manage the Technology customer support, quality assurance, and store file maintenance functions for the Canadian system. In this role, the manager will coordinate the evaluation, selection and ongoing management of vendor partners and employees engaged in providing retail help desk, support services, and the testing and certification of store technology. Key customers include all users of technology, store management / crew, Field Service, Operations, and Store owner/operators. PRINCIPAL ACCOUNTABILITIES: Works with direct reports to identify the people requirements, the training requirements, the group structure and the customer support processes and tools needed to meet customer support and deployment goals and objectives. Recruits, interviews, hires, motivate rewards, recognizes and retains a diverse group of talented individuals based on customer support and deployment goals and objectives. Supervises, manages performance, and ensures staff development for direct reports. Provides coaching and mentoring to other IT team members within the customer support and deployment area. Manages and leverages relationships with vendors for a specific product/service (best price, best product, etc.). Builds strong relationships between teams within IT and between IT and related business teams. Maintains professional relationships with peers in other corporations and outside organizations. Supports the succession planning process within their organization. CORPORATE CUSTOMER EXPERIENCE: Leads efforts to define and track service-level objectives for the provision and deployment of store technology, and IT support of same. Refines service-level objectives as needed. Participates in continuous improvement efforts as needed. Ensures pre-defined service-level objectives are met both by IT vendors and IT customer support. Tracks performance of customer support areas (customer Help Desk, support from external vendors) and reports customer support performance as part of IT Metrics and scorecard. Ensures internal problem/issue management tools can be used to accurately and effectively track and report on customer support performance against objectives. Assists with the preparation of RFPs for support and deployment provided by external vendors. Manages the performance of external vendors who provide a variety of IT customer support and deployment services. Oversees the customer support and deployment change management processes for modifications to store technology. FINANCIAL MANAGEMENT: Works with IT Global Procurement, Supplier Management and others to participate in the selection of vendor(s) and the negotiation of contracts for the customer support and deployment portion of IT /T products and services. Works with Senior Director, Store Technology to create the customer support and deployment budget and track expenditures against budget. The ideal candidate will possess the following skills and qualifications: University degree related to information technology / computer sciences and / or a minimum of 3-5 years of relevant experience. Certified and experienced in the application of ITIL (Information Technology Infrastructure Library) standards and processes to perform Information Technology deployment and support related activities. Strong and demonstrated consultative and relationship building skills with the ability to interface with many organizational levels and to deliver results with a client service mindset. Highly effective verbal and written communication skills, marketing and influencing skills, presentation skills, time management skills, and analytical abilities. Bilingual in English and French would be an asset. Demonstrated knowledge of project management methodology and project management experience both as an individual contributor and as a Project Lead. Demonstrated superior interpersonal skills including the ability to work effectively in a team environment. The client offers an outstanding work environment and a comprehensive compensation and benefits package which includes a competitive salary, bonus, stock incentives, group health insurance and on-site fitness centre. While we thank all candidates for their interest, only those selected for an interview will be contacted.
Posted on: Mon, 23 Sep 2013 16:12:45 +0000
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