Manager, Global Business Systems (Service Delivery)

The role of the Manager, Global Business Systems, Service Delivery is to lead, guide, and manage a team of Global IT PMO Project Leads and IT Business Analysts. The Manager, Global Business Systems is responsible for ensuring on time, on budget, and high-quality delivery of various projects. They will support the Global IT PMO Project Leads in defining and/or assisting in the definition of project objectives and oversee quality control throughout its life cycle. The Manager, Global Business Systems establishes, maintains, and improves Redpath’s ITPMO success criteria, project management processes, and effectively communicates to senior leadership.

The Manager, Global Business Systems, Service Delivery, will play a critical role in improving the team SLA’s and daily operations of the BA support services. They will ensure the service tickets are handled efficiently, overseeing specific areas such as incident management, service delivery, and customer support, while embedding governance. The incumbent will help establish performance management metrics while driving continuous improvement practices. The Manager, Global Business Systems, Service Delivery, is also responsible for generating and compiling reports to drive better overall performance within the group, working closely and collaboratively with stakeholders to prioritize tickets. This individual will apply proven communication, analytical, and problem-solving skills to help maximize the benefit of IT system investments.

Responsibilities

Health and Safety

• Having the authority and responsibility to maintain a safe and efficient working environment
• Following Company health and safety standards and reporting any unsafe acts or conditions

Strategy & Planning

• Manages multiple priorities and setting clear expectations for the team.
• Liaise closely with aligned business partners/ management in the development and execution of defined strategies, facilitating smooth adoption of new solutions.
• Work collaboratively with team to ensure tickets are closed efficiently.
• Manages project governance and methodology.
• Provide oversight and detailed reporting on overall portfolio financials on a regular basis.
• Manage, monitor, and report on a consolidated set of projects, programs.
• Work closely with other Manager, Global Business Systems to create, revise, and maintain PMO governance and structure by proactively aligning with best practices.
• Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
• Meet with decision makers, systems owners, and end users to define business, financial, and operations requirements and systems goals, and identify and resolve systems issues.
• Set and continually manage project expectations with team members and other stakeholders.
• Plan and schedule project timelines and milestones using appropriate tools.
• Track project milestones and deliverables.
• Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
• Define project success criteria and disseminate to involved parties throughout project life cycle.
• Conduct project lesson-learnt and create a recommendations report to identify successful and unsuccessful project elements.
• Develop and follow best practices and tools for project execution and management.
• Establish governance and practices to increase communication to customers.
• Any other duties as assigned

Acquisition & Deployment

• Estimate the resources and participants needed to achieve project goals.
• Determine and assess need for additional staff and/or consultants and make the appropriate recommendations if necessary during project cycle.
• Draft and submit budget proposals and recommend subsequent budget changes when necessary.
• Collaborate in the planning, design, development, and deployment of new applications, and enhancements to existing applications.
• Conduct research on software and hardware products to justify recommendations and to support purchasing efforts.

Operational Management

• Direct and manage a team of Global IT PMO Project Leads and Business Analysts.
• Analyze and establish effort-based assessment for minor/ major enhancements or P1/ P2/ P3 tickets etc.
• Occasionally, will plan, execute, and finalize projects according to strict deadlines and within budget in alignment with business requirements and in collaboration with the Functional Business Leads
• Develop full-scale project plans and associated communications documents.
• Delegate tasks and responsibilities to appropriate personnel.
• Identify and resolve issues and conflicts within the team.
• Identify and manage project dependencies and critical path.
• Develop and deliver progress reports, requirements documentation, presentations, and other related project reports.
• Proactively manage changes in scope, identify potential crises, and devise contingency plans.
• Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.
• Build, develop, and grow any business relationships vital to the success of the project.
• Ensure internal general controls are considered throughout project life cycles and follow Redpath change management processes

Qualifications

Education

Required

• University degree or college diploma in the field of business administration, management information systems or equivalent practical experience
• Business Analysis training
• Project Management Fundamentals training

Considered An Asset

• PMP Certification
• ITIL Foundations Certification

Work Experience

Required: 7+ years prior experience in deployment and support of software system implementations in a global environment.

Knowledge Required

• Competent and proficient understanding of business application platforms.
• In depth and working knowledge of ServiceNow.
• Experience supporting HFM, InEight Cloud, InEight Document, SharePoint, Intelex Safety, Oracle Fusion, PowerBi solution.
• Proven experience in overseeing the design, development, and implementation of software and hardware solutions, systems, or products.
• Proven experience in Business Analysis with strengths in gathering and analyzing requirements and proposing and executing solutions.
• Demonstrated project management skills; Business Analysis and Project Management Fundamentals training or PMP designation asset.
• Fluent English language skills.

Personal Attributes

• Experience working both independently and in a team-oriented, collaborative environment is essential.
• Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.
• Reacts to project adjustments and alterations promptly and efficiently.
• Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.
• Ability to defuse tension among project team, should it arise.
• Ability to bring project to successful completion through political sensitivity.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Keen attention to detail.
• Ability to conduct research into system issues and products as required.
• Customer service skills an asset.
• Persuasive, encouraging, and motivating.

Additional Requirements

Global travel as required for the purpose of meeting with clients, stakeholders, or off-site personnel/management

Candidate could be in either the Vaughan or North Bay Office locations

Base Salary

CAD 130,000 to CAD160,000 annually