Job title: Service Manager,

Location: 215 Garry Street, Winnipeg

Duration term: 24 months

Type of work: Onsite

Role Description

• Provide oversight over multiple vendors, ensuring vendors are meeting the requirements of Manitoba
• Understand the overall setup of IT Services and roles played by various Service Providers
• Understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW
• Accountable for the management of Service Providers performance against the contracted and agreed service levels
• Analyze understand and continuously manage interdependencies within the Service Providers for smooth operation
• Handle Dispute Management & Escalation Management to ensure smooth operations
• Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements
• Provides subject matter expertise and leadership in service management
• Communicate and collaborate effectively and have the ability to work with diverse stakeholders, colleagues, and management
• Establish and maintain strong, productive and collaborative relationships with the Service Providers

The Resource must have the following minimum qualifications or experience:

• A minimum of 10 years experience in the IT industry
• Extensive experience with Managed Service Providers for End User Services
• Experience with Service Level compliance
• Knowledge and deep understanding of ITIL
• Experience with financial tracking and reconciliation
• Familiarity with ITSM tools, with a strong preference for ServiceNow
• Experience in People Management / Team Leader
• Ability to work in a dynamic, fast paced, environment

The following experience will be considered an asset to this role:

• Demonstrated proficiency with MS Office, including a working knowledge of SharePoint and Teams as productivity tools
• Experience in database and web development, including Microsoft Access.