Director, IT Service Center - Jobs in Montréal

Lead local support teams and outsourcing partners to ensure customer satisfaction while adhering to desired IT standards and norms.
Develop and maintain a high-performance support team on a daily basis, ensuring that incidents, service requests and problems are effectively managed according to ITIL best practices and agreed customer service level agreements (SLAs).
Define the service catalog and service levels for his group, providing coverage that meets the company #39;s needs.
Direct activities within his group and ensure that projects and recurring activities are carried out efficiently and delivered on time and on budget.
Measure and report on the performance of internal and external teams in terms of volume and service delivery.
Maintain, controlamp; have sufficient equipment available at all times according to delivery targets (SLA) and ensure that user equipment inventory is maintained through the group #39;s tools and processes.
Implement a strategic vision in support of the company #39;s needs, and base its strategy on standards, best practices and norms specific to its sector.
Monitor new developments in his/her field of expertise and assess their relevance to the company.
Develop and maintain strategic business relationships with our suppliers, while ensuring effective negotiation of proposals.
Audit the updating of user procedures, technical documentation, support processes and operations manuals.

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