Associate Director, Service Mgmnt Office

Job Summary

The Associate Director, End-user Computing serves in a managerial role dealing with Apotex directors and managers with highly specialized /customized or highly complex short-term and/or long-term information technology needs. The person serves as escalation point to our corporate end users computing devices and virtual desktop infrastructure.  He/she is responsible for managing the performance of direct reports, workload and priorities, and will ensure staffing /skill levels are maintained throughout operational hours. Also assists in providing 2nd and  3rd level support when required and drives to create a positive team environment based on mutual trust and respect. Lead, engage, think strategically. The Associate Director will also drive continuous improvement in the end user experience.

Job Responsibilities

• Drives a globally consistent end-user computing experience, collaborating with colleagues in other regions to propose and develop synergies amongst teams; particularly in developing process efficiencies on a global scale
• Oversees and drives a more efficient and effective process while extending this to other key areas (e.g. GMP systems)
• Manages Apotex Service Desk and ensures that there is 24/7/365 coverage
• Manages Software Asset Management Team
• Manages the End User computing analysts ensuring procedure and policies are followed in the handling of tickets (incidents, tasks, work order, problems, etc…)
• Manages team work assignments and prioritization and ensures staffing and skill levels are maintained throughout operational hours;
• Demonstrates ownership and personal accountability for overall performance of team; ensuring departmental objectives and obligations are achieved
• Deals with and/or responds positively to complaints and sometimes negative and emotional behaviour from customers and direct reports
• Utilizes highly analytical skills to identify process inefficiencies and root causes of issues to determine courses of action and implements new/improved processes
• Ensure all processes are followed by the team and makes recommendations for improvement. This includes taking corrective or remedial action as required.
• Is backup Problem Manager/coordinator to coordinate investigation into the root cause, identifying workarounds and following up for permanent resolution (when primary people are not available). This may include Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
• Provides an experienced level of input in the creation and review of technical documentation such as Knowledge Articles and reports and recommends amendments to the GIS operating process, policies, procedure and technical standards;
• Plans, implements and oversees small Initiative/projects related to the Global Information Services. Participates in cross functional project teams as required;
• Liaises with line managers, and senior specialists relative to the development, amendment, and operation of information technology systems;
• Encourages and coaches direct reports to contribute knowledge to the Knowledge Management System and acts as an adviser to business and IT personnel on knowledge management matters
• Expected to offer process/work improvement ideas as well as present steps and guidelines in achieving any improvement ideas;
• Serves in a technical role providing guidance to other team members and other employees/managers within GIS;
• Develops and maintain metrics/score card and reporting at the group and individual level.
• Must be able to work flexible hours, 24 x7, when necessary
• Lead monthly one-on-ones to discuss objectives progress, offer support, remove barriers, and reinforce high-performance expectations.
• Build trust via open, two-way communication with all partners, and improve leadership by actively seeking feedback and development.Create a culture which values trust and provides the opportunity for Employee development and growth in pursuit of our purpose and demonstrating our core Values – Collaboration, Courage, Perseverance and Passion.
• Utilize your networks to attract and hire talent in a comprehensive, differentiated and consistent manner essential to our continued growth; then, onboard new employees by providing a consistent experience that reflects the values and commitments made to candidates during the hiring process.
• Ensure adherence of team members (direct reports) with all compliance programs and company policies and procedures.
• All other duties as assigned.

Job Requirements

• Education

• • Post-secondary education in computer science or a related field or equivalent work experience
  • ITIL V3 Foundations certification an asset
  • Agile and Scrum certification an asset

• Knowledge, Skills and Abilities
  • Excellent Customer Service Skills
  • Ability to work in a fast-paced, high volume environment with conflicting priorities
  • Must be able to take initiative and have great attention to detail
  • Demonstrated strong leadership abilities
  • Maintains composure in demanding or stressful situations
  • Self-starter able to work with minimal supervision
  • Must possess strong analytical and troubleshooting skills and proven ability to make decisions
  • Excellent written and verbal communication skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment
  • Ability to embrace change with positivity and enthusiasm
  • Excellent organizational and time management skills with ability to manage multiple priorities in a fast paced and continuously changing environment
  • Excellent understanding of Microsoft Desktop computing technology, virtualization, and a general understanding of Microsoft and Unix-based server technology
  • Familiarity of scripting logic for troubleshooting purposes with working knowledge of BASH or PowerShell
  • Must be able to lift 20KG
  • Must have a valid G Drivers Licence
     
• Experience
  • 5 + Years’ General customer services experience;
  • 5 + years providing technical support;
  • Prior experience as a leader is an asset
  • Prior experience in the pharmaceutical or regulated industry is an asset