Director, Enterprise Services - Canada (Remote)

Info-Tech Research Group delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions. We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes.

Why join us?

• We pride ourselves on consistent year-on-year growth, with double-digit growth even during a global pandemic.
• We are in the Top 3 on LinkedIn's Top Companies List in Canada.
• Info-Tech fosters a growth-focused, entrepreneurial culture with unlimited opportunities for professional growth and development.
• We provide financial support for professional development and training.

About the role

The Director, Enterprise Services is a senior leadership role that oversees the delivery of ITSM support services to 1600 employees across 4 countries. The Director, Enterprise Services is responsible for ensuring that the ITSM services are aligned with the business objectives, meet the customer expectations, and align with the industry standards and best practices.

Responsibilities

• Develop and implement the ITSM strategy, policies, processes, and procedures for the company.
• Ensure that the ITSM services are delivered in a timely, efficient, and effective manner, and that they meet the agreed service levels and quality standards.
• Monitor and report on the performance, availability, and reliability of the ITSM services, and identify and resolve any issues or risks.
• Manage the ITSM team, including hiring, training, coaching, and performance evaluation.
• Manage the ITSM projects, and ensure that they are delivered on time, within scope, and within budget.
• Establish and maintain effective communication and collaboration with stakeholders.
• Stay updated on the market trends, developments, and best practices in the ITSM domain, and implement any necessary changes or improvements.
  Skills

Minimum qualifications:

• Bachelor's degree or higher in IT, business, or related field.
• At least 10 years of experience in ITSM, with at least 5 years in a senior leadership or management role.
• ITIL certification or equivalent.
• Strong knowledge and understanding of the ITSM framework, methodologies, tools, and best practices.
• Strong leadership, management, and interpersonal skills.
• Strong communication, presentation, and negotiation skills.
• Strong analytical, problem-solving, and decision-making skills.
• Strong project management skills.
• Ability to work under pressure, handle multiple tasks, and prioritize effectively.
• Ability to adapt to changing business needs and customer expectations.
• Ability to work independently and collaboratively with diverse teams and stakeholders.

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.