IT Partner - Toronto, Canada - The Salvation Army Canada and Bermuda

The Salvation Army Canada and Bermuda

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

IT Partner

Location:
Hybrid/Remote

Division:
Information Technology, IT Governance

About The Salvation Army

For more than 130 years, The Salvation Army (TSA) has had the privilege of serving vulnerable people in communities across Canada and Bermuda.

Last year, we helped over 2.6 million people, providing necessities of life such as food, clothing, and shelter.

And our work goes well beyond that to including supporting people through unemployment, loneliness, finding church community, and responding to family challenges.

We continually adapt to meet emerging needs.

These are exciting times at The Salvation Army as we launch a significant digital and business transformation. We are in the midst of revolutionizing our core capabilities to maximize service and mission outcomes. This will include an integrated platform for relationship and people management, learning, intranet and data warehouse. In order to achieve all this, we are now recruiting for an IT Partner.

The role of the IT Partner is to forge and manage trusting, technology-oriented relationships with TSA's Ministry Units (MU) to ensure the IT function has a current and solid understanding of how technology supports MU plans and challenges.

The IT Partner creates the forum and cadence for a proactive, continual, two-way conversation about IT service delivery and performance.

For now, the role will be hands-on with specific incident resolution for issues that fall outside of the IT Service Desk support process scope or ongoing transformation program scope.

As support processes are matured and standardized, the IT Partner will be a contributor to the continuous improvement of IT service delivery processes and procedures.

The role also acts as a Change Agent and ensures that MUs are led through planned technology changes proactively and effectively.

The IT Partner works closely with Ministry Unit leadership, Senior Management within the IT department, steering committees, vendors, consultants, and other key stakeholders.

What You'll Do

Ensure that MU expectations are understood and reported, and that MU satisfaction is prioritized
Consistently collate data on customer satisfaction, inquiry and complaint, and work development strategies to maintain or improve on service delivery quality
Educate the members of the service delivery teams on new policy plans and implication on service delivery impacting Ministry Units.
Analyze and lift business intelligence from MU database to make recommendations to IT leadership about service delivery to various MU segments
Ensure business requirements are clear and complete and that the plan to meet those requirements is formulated, socialized, and agreed to
Define and report on service delivery success criteria or KPIs
When appropriate, consult with clients to identify IT solutions, advise on technical issues, and provide recommendations to management and staff regarding alternative system strategies or solutions.
Prepare and lead MUs through technology and process changes as new technology is being introduced or existing technology is being upgraded
Support the build and maturity of the IT Partnership practice at TSA
Participate in project specific discussions to ensure the MU experience is represented as projects are rolled out
Ensure that all operational support requirements are understood, met, and delivered
Partake and provide counsel on vendor selections and contracts as requested; ensure local IT support contractual terms and conditions comply with those of The Salvation Army for high value, high profile projects.
Ensure MU specific data is collected and kept current
Collaborate with process owners, analysts, consultants, and other experts to manage project tasks.
Regularly report project progress to IT PMO, steering committees, senior executives, project stakeholders and sponsors.
Escalate promptly as necessary to minimize impact of risks to MUs.
Plan, facilitate or lead meetings with team members, IT managers, sponsors, or senior executives.
Conduct postmortems and create a recommendations report in order to improve the MU experience continuously

What You Bring

University Degree (or equivalent) in Business Administration, Commerce or Finance or ITrelated degrees in Software Engineering, Computer Science, IT Management or Project Management
Designation as a Project Management Professional (PMP) is an asset.
Minimum 7 years direct work experience in a project management capacity, IT Business Partner, or Service Delivery Management role, at least 5 years of which delivered IT solutions
Minimum 2 years' experience leading, negotiating, and managing the execution of vendor contracts.
Strong understanding of project management (PMLC) and systems development (SDLC) lifecycles.
Strong knowledge of current IT trends.
Advanced skills using all MS tools

What We Promise