Aviso:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso' culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at www.aviso.ca.

The Opportunity:

We're looking for a Director, End User Services to join our Information Technology team.

Your role will be required to regularly perform essential duties on behalf of the company from your assigned Aviso office. Your role is considered medium flexibility, requiring you to work onsite 1-3 days per week at our office at 1111 West Georgia St, Vancouver, BC.

Reporting to the VP, IT Operations & Support the Director, End User Services is responsible for leading a geographically dispersed team supporting multiple business users across Canada, providing 1st and 2nd level operational and engineering support for desktop and mobile technology platforms including Windows 10 implementation, Mobile Device Management, Endpoint Management, Productivity Suites and Secure Remote Access and onboarding/offboarding.

Who you are:

• Service – You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients' needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
• Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members

What your day looks like:

Leadership and Strategy:

• Develop and implement the strategic vision for the End User Service department in alignment with company goals
• Provide leadership and guidance to a team of three Senior Managers, each overseeing specific areas of the department
• Lead, mentor, and develop a high-performing team of professionals, fostering a culture of collaboration and continuous improvement
• Collaborate with Senior Managers to set performance expectations, conduct regular performance reviews, and provide professional development opportunities

Operational Oversight:

• Provide hands-on oversight of the Service Desk, ITSM Service Delivery, and End User Services, ensuring that each operational component aligns with established service level agreements (SLAs) and key performance indicators (KPIs)
• Collaborate closely with the Senior Managers to monitor daily operations, address challenges proactively, and implement strategic improvements

ITSM Service Delivery:

• Lead the IT Service Management (ITSM) functions, emphasizing Major Incident Management, Problem Management, and Change Management
• Drive the development and execution of incident response and resolution procedures, ensuring timely and effective resolution of critical issues

Service Level Agreements (SLAs):

• Define, implement, and manage comprehensive SLAs to meet client expectations for incident response, resolution times, and service request fulfillment
• Regularly review SLAs to ensure alignment with evolving business needs and industry standards

Performance Monitoring:

• Implement robust monitoring mechanisms to track SLA adherence and promptly address any deviations
• Provide regular reports to stakeholders, highlighting performance against SLA metrics and areas for improvement

Continuous Improvement:

• Collaborate with the service desk team to identify opportunities for process improvements, aiming to enhance SLA compliance and overall service quality
• Conduct regular SLA performance reviews and adjust processes accordingly

L1/L2 Support:

• Lead the L2 support team, focusing on providing efficient first-level technical support for incidents and service requests
• Develop training programs to enhance the technical skills of L2 support staff
• Implement effective ticket triage procedures to ensure the timely assignment and resolution of incidents and service requests
• Collaborate with L2 and L3 support teams to facilitate swift escalation of complex issues
• Oversee the development and maintenance of a comprehensive knowledge base to empower L1/L2 support staff to resolve common issues independently
• Encourage the documentation of recurring issues and their resolutions to streamline future problem-solving
• Oversee the End User Services team responsible for critical aspects such as M365 administration, device imaging and patching, and Mobile Device Management (MDM)
• Ensure the implementation and adherence to best practices for end user support, security, and productivity tools

Customer Satisfaction (CSAT):

• Implement CSAT surveys and feedback mechanisms to gauge client satisfaction with service desk interactions
• Analyze CSAT data to identify trends, areas for improvement, and opportunities to enhance the overall customer experience
• Establish a continuous feedback loop with clients to understand their concerns and expectations
• Use CSAT results to drive targeted training and development programs for the service desk team

Service Recovery:

• Develop and implement service recovery plans for instances where CSAT scores fall below acceptable thresholds
• Proactively address customer concerns, seeking to resolve issues and restore confidence in service delivery

Quality Assurance:

• Establish and maintain a robust quality assurance program, conducting regular audits and assessments to measure service performance against established standards
• Implement corrective actions and improvements based on data-driven insights and customer feedback

Service Continuity and Innovation:

• Develop and maintain service continuity plans to mitigate risks and ensure uninterrupted service delivery during unforeseen events or disasters
• Foster a culture of innovation within the team, encouraging the exploration and implementation of new technologies and methodologies to enhance service offerings
• Stay abreast of industry trends, emerging technologies, and best practices to drive continuous improvement in service delivery
• Implement process enhancements and efficiency measures to optimize service quality and customer experience

Collaboration and Communication:

• Facilitate effective communication within the Service Delivery team and across other organizational departments
• Collaborate with cross-functional teams to align service delivery with broader business objectives and initiatives

Vendor Management:

• Oversee relationships with third-party vendors and partners, ensuring their alignment with service delivery standards and contractual obligations
• Evaluate vendor performance regularly and implement improvements as necessary

Customer Relationship Management:

• Build and maintain strong relationships with key clients, understanding their business needs and ensuring that our services align with their objectives
• Address customer concerns promptly, working to resolve issues and enhance overall satisfaction

Requirements

Your experience and skills:

• Bachelor's degree in a relevant field; advanced degree or certification (e.g., ITIL, PMP) is a plus
• Proven experience in a leadership role within End User Services, with a focus on Managed Services
• Strong understanding of ITSM principles, Major Incident Management, Problem Management, and Change Management
• Experience managing teams and fostering a collaborative work environment
• Excellent communication skills with the ability to interact effectively at all levels of the organization and with clients
• Demonstrated ability to develop and execute strategic and operational direction on a national level
• Proficient with defining and delivering complex service solutions to customers
• Exceptional verbal and written communication skills
• Ability to effectively collaborate with internal teams and external partners
• Solid understanding and experience with service management software such IT services management (ITSM), IT operations management (ITOM). Examples include ServiceNow or Manage engine
• Fluent communication skills in English are required and bilingual skills in French are an asset

The following certifications are considered an asset:

• Information Technology Infrastructure Library (ITIL V3)
• Project+ Information Technology Infrastructure Library (ITIL)
• Project Management Professional (PMP) IT Service Management (ITSM)
• M365 Certifications

Benefits

Why Aviso Wealth?

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Equal Employment Opportunity

Aviso Wealth welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with over $125 billion in total assets under administration and management, and over 1,000 employees. We're building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We're a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We're proud to power businesses that empower investors.

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you're looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $140,000 - $165,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.