Job Number: J- Job Title: IT Service Delivery Manager Job Category: Management & Leadership Job Type: Permanent Full Time Work Location: Corporate Number of Positions: 1 Job Description If you take pride in being compassionate, honest, professional and safe, consider an exciting and rewarding career at Shannex. Our communities offer more than a place to work they welcome and celebrate Great People who inspire meaningful connections while Leading the Way to Better Living. We are searching for an IT Service Delivery Manager to join our Technology & Innovation Team based in Halifax, Nova Scotia. Meaningful Benefits You will be surrounded by supportive and talented team members who make our communities great places to live, work and visit. As an established and respected organization in the healthcare sector, Shannex offers opportunities for growth, development and advancement. And at the end of every day, you will know youve made a measured difference in the lives of our residents. Additional benefits include: Comprehensive health, vision, and dental benefits plan including an Employee and Family Assistance Program Life, travel, and other insurances Access to virtual healthcare 24/7 for FREE through the group health benefit plan RRSP program (5% employer matching) Vacation accrual (begins immediately) and travel insurance Free onsite parking Access to thousands of perks vendors and discounts through our WorkPerks program, including excellent discounts for apparel, restaurants, technology, fitness, travel, and tickets to some of your favourite sports and entertainment events Access to continuing education and training through Shannexs Centre of Excellence Opportunities to be part of sector innovation and continuous improvement initiatives Recognition and Rewards for service excellence and safety About the Opportunity Reporting to the Director of IT, the IT Service Delivery Manager will lead the daily operations of the Service Desk team to deliver timely, high-quality support to end users. Focusing on providing an excellent customer experience by responding to requests, resolving issues, and managing escalations while ensuring service levels are consistently met. In addition, you will: Collaboratively work with peers and partners in operations, developing, managing and administering service management best practices. Ensure that all service level agreements (SLAs) & KPIs for Technology and Innovation services across the organization are delivered according to specifications. Participate in Solutions Review Meetings to establish technical platforms for deployment and ensure new projects adhere to established platforms and standards. Communicate regularly with stakeholders, managing escalations and building trust across the organization. Lead a team of Tier 1 and Tier 2 service desk analysts providing support to over 50 communities across 3 provinces. Participate in the planning, design, and deployment of core Technology systems for the organization. Support core technologies including Microsoft, Active Directory, End User Computing, Telephony and Network Systems. Oversee and improve incident, request, problem and change management processes. Advocate for Cyber Security and ensure data protection and privacy is considered for all of our systems. About You In addition to placing high value on continuous improvement, collaboration and accountability, you bring: Bachelors degree in Computer Science, a related technical field of study, or lived experience. 35 years in an IT Leadership capacity. Minimum 5 years in a progressive IT environment. Designation in ITIL v3 or v4 (considered an asset). Certification or equivalent experience in Cyber Security practices (CISM, CISSP consideration). Apply Today We are committed to equity, diversity, inclusion, and belonging, fostering a culture that celebrates individuality and ensures every person is treated with fairness and respect. Here, every team member belongs. #J-18808-Ljbffr
Job Title
IT Service Delivery Manager