Manager-it Service Delivery

Are you an ambitious and highly motivated IT professional with experience in managing the Service Desk function using ITIL concepts and processes? Are you looking to make the next step in your career? If so, apply below and join Peel Regional Police – one of Canada’s most progressive police services!

As a Manager, IT Service Delivery within our IT Services department, you will be responsible for overseeing and optimizing the delivery of Information Technology (IT) services within the organization. They are accountable for IT service management functions, including Service Desk operations, Incident Management, Change Management, Problem Management, Knowledge Management, Request Fulfillment, Vendor and Contract Management, and Inventory and Asset Management. They ensure adherence with IT Services (ITS) departmental objectives, industry best practices, and Service Level Agreements (SLAs) supporting IT service delivery.

What will your typical day look like?

• Manages and oversees the Service Desk function, ensuring timely and effective resolution of user incidents and service requests. Maintain performance metrics to support continuous improvement initiatives to improve service quality and customer satisfaction.
• Manages a team of professional and technical staff and is accountable for team results through direct input into hiring decisions, establishing, and monitoring performance standards, providing development, and training opportunities, and evaluating staff performance.
• Acts as a point of escalation for complex and major incidents, customer issues ensuring resolution within agreed SLAs.
• Owns and manages Change Management processes to oversee the lifecycle of all changes, ensuring minimal disruption to services and systems by assessing risks and coordinating change implementation activities.
• Owns and Manages Problem Management activities to identify root cause of recurring incidents and prevent recurrence.
• Manages and evolves the ServiceNow Knowledge Management system to capture, organize, and share information.
• Monitors, oversees, and continuously optimizes ServiceNow Request Fulfillment processes.
• Manages ITS contracts and IT vendor relationships to ensure quality service delivery and contractual compliance. 
• Oversees and manages all ITS inventory and asset management processes and assets (i.e. hardware, software, licenses cloud assets etc.) within ServiceNow, to track asset lifecycle, utilization, and compliance with organizational policies.
• Collaborates with ITS Managers to manage hardware and software refresh cycles and contract renewals.
• Provides governance over the creation, addition, updates, and removal of contents within ServiceNow Self-Service / Service Catalog portal.
• Defines, establishes, and monitors service levels and service level agreements.
• Participates in projects and departmental initiatives as assigned by the Director-ITS.
• Manages the budget for the unit and provides input into preparation of operating and capital budgets. 
• Prepares oral and written presentations for management as required.
• Performs additional duties as assigned.

Enough about us, let's talk about you 

You are someone with:

• A Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent work experience.
• Certification in ITIL for at least one of the following Expert, Managing Professional (MP) or Strategic Leader (SL).
• A minimum of five years management experience in IT Service management, including the application of ITIL concepts and best practices with a focus on overseeing Service Desk and Asset Management operations. 
• Experience managing Major Incidents and preparing Root Cause Analysis reports.
• Experience as the point of escalation; strong analytical and technical problem-solving skills and ability to rapidly adapt to dynamic environments.
• Experience in evaluating and promoting the adoption of ITIL processes to improve team and departmental efficiencies.
• Excellent relationship and vendor management skills.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels of the organization. 
• Excellent customer facing/customer service skills.
• Demonstrated leadership skills with the ability to motivate and manage teams, promote collaboration, and drive continuous improvement.
• Demonstrated written communication skills.
• Valid Driver’s License (Class G) with full driving privileges.

What we offer 

The salary range for this permanent, full-time position is $152,928.00 - $181,093.00 per annum.  Peel Regional Police offers a highly competitive compensation package. The salary is complemented with a comprehensive benefit program, including employer-paid Health/Dental and Life Insurance; and the OMERS Pension Plan effective upon hire.

Peel Regional Police is committed to providing resources and development opportunities for continual growth of staff. This includes (but is not limited to) providing internal opportunities, tuition reimbursement for continuing education, free on-site learning/training programs and providing any required equipment to support the safe and effective delivery of services.

Peel Regional Police is committed to ensuring the health and wellness of its employees and offers many programs and services in support of work-life balance and both personal and professional wellness. From wellness protection for you and your family, to state-of-the-art fitness facilities available to you free of charge, to structured programs to nurture your intellectual, physical and emotional wellness, we’ve got you covered.

About us

Peel Regional Police, the second largest police service in Ontario, polices the cities of Mississauga and Brampton, with a population of almost 1.5 million residents, and Pearson International Airport, which saw an estimated 35.6 million people pass through in 2022. We are committed to our Vision of 'A Safer Community Together'. Everything we do is driven by our Mission, Vision and Values and we pride ourselves in being accountable to our community.

Peel Regional Police is acknowledged as one of Canada’s most progressive police services. A proactive approach to problem-solving, a dedication to professional excellence and a reputation for making the community a better place in which to live and work – these are the hallmarks of Peel Regional Police.

The next step is yours!

Qualified persons should apply online at www.peelpolice.ca by referencing Job ID #500044 by Sunday, November 17, 2024 by 10:59PM. Shortlisted applicants will be contacted via email. Check your inbox regularly, including junk mail. No agency contact and/or referrals, please.

Applicants in consideration for hire shall be subject to a thorough background investigation that includes, but is not limited to, police checks with local, provincial and out-of-country law enforcement agencies, if required, education credentials, credit and financial inquiries, and personal and work references. 

Peel Regional Police is committed to fairness and equity in our recruitment and selection process, and in building and retaining a talented and diverse workforce representative of the community we serve.

As an equal opportunity employer, Peel Regional Police is dedicated to fostering an inclusive and accessible work environment and committed to accommodating the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). We encourage applicants to inform Recruitment and Staff Support of any accessibility needs to ensure they are accommodated throughout the recruitment and selection process