IT Service Manager

IT Service Manager

Date: Jul 10, 2024

General Overview

Summary
Provide governance over IT service delivery and service level management. Liaises with stakeholders to understand problems and opportunities and recommends solutions to enable the achievement of organizational goals. Builds exceptional relationships with business partners and internal stakeholders.

Responsibilities

1. Monitor, track and report on SLA and KPI performance of the various service delivery teams for management reviews.
2. Identify, analyze, and interpret trends or patterns in complex data sets to unveil deeper issues, insights and opportunities for better service delivery and management.
3. Conduct periodic business review meetings with service provider to drive performance achievements.
4. Work with service partners/providers, internal and external, on continuous improvement initiatives to achieve better service outcomes.
5. Participate and assist in ITSM processes to augment the service management teams in various capacities as may be called upon.

Requirements

1. Bachelors Degree in Computer Science / IT with 7 to 10 years of relevant experience in IT industry or IT operation.
2. Strong knowledge in the inner workings of IT Operations and Service Management.
3. Technical proficiency gained through education and/or business experience.
4. ITIL certifications and ServiceNow experience will be strong advantages.
5. Possess excellent analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
6. Understand and can explain to others the core processes involved in their area of support.
7. Adept with communication, good presentation and documentation skills and ability to utilize visualization tools and methods.
8. Independent, savvy and possess good ability to understand the leadership/management's thought process.
9. Ability to influence and drive problem resolutions.
10. In-depth collaboration and teamwork skills.

COMPANY OVERVIEW:
Celestica (NYSE, TSX: CLS) enables the world’s best brands. Through our recognized customer-centric approach, we partner with leading companies in Aerospace and Defense, Communications, Enterprise, HealthTech, Industrial, Capital Equipment and Energy to deliver solutions for their most complex challenges. As a leader in design, manufacturing, hardware platform and supply chain solutions, Celestica brings global expertise and insight at every stage of product development – from drawing board to full-scale production and after-market services for products from advanced medical devices, to highly engineered aviation systems, to next-generation hardware platform solutions for the Cloud. Headquartered in Toronto, with talented teams spanning 40+ locations in 13 countries across the Americas, Europe and Asia, we imagine, develop and deliver a better future with our customers.