- Work with leadership to operationalize an IT Continual Service Improvement Framework across the organization
- Implement processes & procedures to operationalize service enablement and IT asset management practices
- Drive CI initiatives to completion and provide regular progress reports to management
- Acquire and demonstrate proficiency and expertise in the tools employed to monitor and manage systems performance
- Perform trend analysis of various monitoring tools used for back-end infrastructure, end user devices, and application performance to reduce the noise in alerts
- Defines and implement the monitoring requirements to gauge the system performance
- Research and assessments of new and emerging performance tools and technologies. Training of others in tool usage as required.
- Managing mix of tools and consistent deployment across all critical systems. Manage catalog of existing tools and ensure relevance going forward.
- Establish and review appropriate KPIs and metrics
- Development and maintenance of performance dashboards
- Work with Service Management team and peers to develop and deliver system performance analysis
- A minimum of five years' experience in managing service management and NOC environments
- Practical experience in ITIL practices
- Practical knowledge of monitoring tools and data trend analysis
- Post Secondary education or Diploma in computer science or Information Technology or equivalent experience.
- Proficiency in PowerBI preferred
- Practical experience with systems performance monitoring, alerting and management tools – i.e. Dynatrace, Solarwinds, Goliath, SCOM, PagerDuty
- ITILv4 Foundation
- ITILv4 Strategist: Direct, Plan and Improve will be an asset
- Industry certifications in performance & monitoring tools such as Dynatrace, Solarwinds, SCOM, Goliath, etc. preferred
- Strong written and oral communication skills
- Excellent time management, analytical and problem-solving skills
- Ability to work effectively and productively within a team environment
- Continuous improvement mindset
IT Service Delivery Manager - Vaughan, Canada - CAA Club Group
Description
IT Service Delivery Manager - End User Experience
About Us
Get ready to drive your career forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development - and we regularly recognize their achievements and outstanding results.
We are caring. We are leaders. We are innovators. We are collaborative. We work hard and play hard. We're about doing what's right and feeling good about it
Who we are
As Canada's largest automobile association, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our 2.4M+ Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Our diverse organization provides roadside assistance, insurance, technology, retail, and travel solutions through its various subsidiaries.
What you will do
Who you are