IT Service Manager

LMI Technologies is looking for a J.E.D.I. to join our team as an IT Service Manager to accelerate our internal business using AI tools, automations, business applications, integrations and excellent IT services.  The position will work closely with other members of the IT team to continuously improve our internal applications, tools, culture, policies and processes to help accelerate our business.

This position requires direct participation in the planning of our IT Service roadmap such as IT service asset enhancements, system integrations and IT Service management for internal staff.

The ideal candidate profile is a leader who views IT not just as a "fix-it" shop, but as a strategic engine for company growth. You are curious and agnostic when it comes with technology.  You are comfortable with constant changes to help bring value for the organization.  You ensure that our staff - diverse in cultures and across different timezones - are in a position to excel at their respective jobs with the right applications, clients, tools, and services at their disposal.

IT Service

• Create roadmaps from an enterprise mindset and manage their implementations
• Develop and execute long term strategies for the team that aligns with business objectives
• Identify and implement new applications, automations, sites and tools to improve the business
• Identify and implement training programs to maximize staff’s expertise in applications and tools
• Build and maintain strong, long-term relationships with corporate stakeholders
• Conduct business reviews with internal customers to improve service, performance, integrations and automations
• Utilize insight from projects and tickets to continuously find improvements
• Work with the IT Infrastructure team to ensure delivery of IT services that meet SLA’s across geographic regions
• Work with the Security team to ensure cybersecurity and privacy best practices are implemented for IT service apps and clients

Leadership

• Lead, mentor and foster a culture of curiosity, empathy, urgency, and technical excellence
• Foster an open, positive and collaborative team environment
• Define, monitor, and meet KPIs and SLAs for IT services
• Identify and implement programs to enhance the teams’ skills
• Identify areas and collaborate with others to improve systems, security and processes
• Lead the evaluation of industry trends and implementation of best practices that fit the organization’s needs
• Act as an escalation point to swiftly resolve critical issues and incidents
• Contribute to dashboards, budget plans and reports
• Author documentation including SOP’s and technical documentation
• Uphold and enforce IT, privacy and cybersecurity policies
• Perform other duties as required

Education and Qualifications

• Combined 10+ years of experience in a similar role and/or education related to the leadership and management of an IT Service team in an enterprise environment
• Change Management:  Has led the implementation and/or transition of IT application systems such as collaboration suites or business communication systems
• AI Fluency:  Proven experience or a demonstrated high aptitude with AI tools and an understanding of how they integrate into business workflows

Proficient with;

• Ticketing and project management software such as Atlassian Jira, Atlassian Jira Service, Zendesk or equivalent
• Google Workspace, Enterprise MDM’s, other modern business applications
• Managing an enterprise environment with a mix of Windows, MacOS and Linux clients
• Fluent delivery of technical topics to non-technical stakeholders

Have working knowledge of;

• Business automation tools and scripting
• Modern enterprise CRM’s and ERP’s

Certifications:

• PMP or equivalent
• ITIL Certification is a plus

Other qualifications:

• Excellent problem-solving abilities
• Strong initiative, sense of curiosity and self-motivated
• Excellent interpersonal skills to collaborate with diverse cultures and backgrounds
• Professionally fluent in communicating with English

Salary Range: $98,000 - $115,000 CAD + Eligibility for Profit Sharing Program Participation (pending successful completion of probationary period and based on business performance)

Perks and Benefits

• Health Benefits: Full health care coverage (with 100% paid premiums) including dental, vision, and drugs for you and your family.
• Work-Life Balance: We support a healthy balance with hybrid work arrangements, flextime, and competitive paid time off.
• Growth & Development: An annual Education Support Program for training and professional growth, plus annual performance reviews.
• Enjoy free snacks and drinks, team-building events, tenure awards, and our official "May the 4th" (Star Wars Day) company holiday!
• Access to an on-site fitness facility, tennis/basketball court, and company-wide wellness initiatives
• This is a hybrid position based out of our Burnaby, BC headquarters. To support our collaborative model, preference will be given to local candidates that are able to work in the office on Tuesdays, Wednesdays and Thursdays.
• Please note that financial relocation assistance and immigration sponsorship are not available for this position.
• We are recognized as a “Great Place to Work” for 10 consecutive years!

Our Recruitment Process

While we appreciate your interest in LMI very much, we are only able to respond to candidates selected for further consideration.

We believe in a transparent and collaborative hiring journey. Our goal is to ensure you are as excited about us as we are about you. Below is the typical path (can vary by position):

Talent Discovery (Human Resources): An initial screening call focused on your professional background, language and communication proficiency, and cultural alignment with the team as well as overview of role and company.
Role Fit (Hiring Manager): A deep dive into your experience, knowledge and skills as well as sharing of role expectations and team initiatives.
Team Fit (Peers and Colleagues) : An opportunity to meet with potential team members and/or cross-functional peers to discuss your experience/background and their experience and work at LMI.

About LMI Technologies

We are recognized as one of Canada's Great Workplaces and a global leader in industrial vision. LMI is a medium-sized technology company built on a culture of openness, respect and engineering excellence. At LMI, our teams work collaboratively toward the shared goal of designing and delivering innovative 3D and 2D machine vision solutions to OEMs and System Integrators operating in industrial factory automation worldwide. The result of this collaboration is high-performance, easy-to-deploy, and cost-effective vision technologies that deliver consistent results in even the most demanding inline inspection applications today worldwide reliably.

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