• Senior Manager, End User Services, IT

    Job Locations CA-ON-Toronto
    Posted Date 3 weeks ago(7/27/2018 12:37 PM)
    Job ID
    # Positions
    Job Type
    Full Time
    Years of Experience
    Job Industry
    Accounting and Auditing Services, Computer Software, Technology Services
  • About Us

    BDO. Because relationships matter.
    There are many world-class accounting & advisory firms. Far fewer that offer a culture so rich in professional opportunity, personal fulfillment, and long-term growth. At BDO, we understand that exceptional service to our clients begins – and ends – with exceptional regard for our people. Because at its core, our business is not about numbers or spreadsheets, dollars or pence, but about people working with, for, and in service of others. In short, because relationships matter.

    Job Description (EN)

    Reporting to the Director, IT Operations, the Senior Manager, End User Services - IT provides leadership, sets the direction and oversees IT Service Management (ITSM) services and processes across IT. As the Senior Manager, you will establish a continuous service improvement program with measurable improvement targets focused on delivering excellent service and a customer experience that consistently exceeds expectation. You will be responsible to work across teams, functions to design and implement a Change Management program that ensures the Customer Service teams are prepared for change, and our service delivery process is not impacted. You will be expected to create an atmosphere that fosters high performance and collaboration within the organization, across teams and across functions and one that emphasizes teamwork and accountability while rewarding initiative, innovation, discipline and operational excellence.


    Key Accountabilities/Responsibilities:


    • Lead the IT Service Desk and the delivery of IT services
    • Collaboratively establish Service Level Agreements (SLAs) and consistent processes
    • Identify, document and analyze data to understand performance metrics, why customers are satisfied/dissatisfied, along with their attitudes, motivations to develop deep insights into customer needs and behaviors
    • Benchmark, set targets and manages scorecards
    • Ensuring customer satisfaction measures are relevant and actively monitored
    • Develops, maintains and implements policies and procedures for optimal desktop services delivery and end-user support
    • Ensures continuous improvement to the end-user services that are aligned with customer’s needs and the IT strategy


    Education and Professional Skills/Knowledge:


    • College/University degree in a related discipline (Computer Information Systems or Computer Science) - In lieu of degree, consideration will be given to an equivalent combination of related education and required work experience
    • ITIL V3 Foundations certificate required – Intermediate Certification considered an asset
    • PMP Certification considered an asset
    • A minimum of 10 years IT Service Management experience including proven experience in developing and executing processes and procedures based on ITIL best practices
    • Experience in a management role in customer service delivery with a proven record of accomplishment showing their obsession with customer experience
    • Strong operational focus with strategic focus on customer service improvement and transformation
    • Strong leadership skills to engage and motivate staff and drive high performance
    • High energy level and creative problem-solving abilities
    • Excellent verbal, written and interpersonal communication skills with ability to present complex ideas in clear, concise fashion to technical and non-technical groups; strong presentation skills necessary to inform and influence a wide range of audiences including senior business leaders
    • Proven analytical, evaluative, and problem-solving abilities
    • Self-motivated team player who has innovative ideas and thrives off customer and team success
    • Occasional travel may also be required
    • Technical Business Tools: ServiceNow Service Management Solution


    Vision: “The best professional services firm in the mid-market”





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