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Scaborough

IT Manager, Customer Experience

We are Systematix and we are looking for atalented IT Manager, Customer Experienceto fill a permanent fulltime position with one of our key clientele in the Toronto/GTA area.

ABOUT THE PROJECT

Partnering with the Customer Experience Group, which entails the following teams: Sales, Marketing, Customer Service, Estimating, Graphics and Design,you will lead a team of individuals to execute projects, day-to-day IT operations, develop tools and processes to drive operational effectiveness, enhancements, manage customer’s needs, and leveragedata to obtain insights for decision making.

ABOUT THE RESPONSIBILITIES

  • Managing IT staff by overseeing, directing, recruiting, staffing training/coaching and personal development of employees
  • Meets with staff to identify and resolve problems; assigns work activities, projects, and programs; monitors workflow; reviews and evaluates work products, methods, and procedures
  • Develop a team of diverse and inclusive professionals
  • Provide guidance on project approach and execution pertaining to CX-driven projects
  • Work cross-functionally to gain buy-in from various groups across the organization, guiding them through new tools and adjusting based on their feedback
  • Engage as needed, any business-related projects, initiatives, or support consultations
  • Work as a member of the IT Leadership team to deliver IT and Corporate Strategies
  • Ensure overall stability, availability, functionality, and reliability of applications
  • Provide user support and resolve IT incidents
  • Ensure appropriate IT toolsets are utilized throughout the organization
  • Deliver excellent customer service, maintain high quality, professional, service levels
  • Upgrade and continuously evolve technology systems through individual knowledge of emerging technologies
  • Maintain, follow, and enhance as necessary, any appropriate SOPs and related Policies for the IT department
  • Continuously monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures and identifies opportunities for improvement
  • Prioritizes and allocates available resources; reviews and evaluates software, hardware, and service delivery; makes recommendations for improvement and ensures effective service provision
  • Performs departmental and organization-wide systems analysis and recommends appropriate solutions for process improvements, office automation, data processing, communications, and other opportunities
  • Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of information technology and research emerging products and enhancements
  • Support with disaster recovery plans and procedures
  • Drives documentation and reviews that describes installation and operating procedures

ABOUT THE REQUIREMENTS

  • University or College degree with a technical major in Computer Science, Information Technology, Information Systems, or Engineering
  • 5+ years of experience in gathering functional and non-functional requirements for business / enterprise workflows
  • 5+ years of progressively senior level experience in applications and development support in a medium to large organization
  • 5+ years overseeing the direction, development, and implementation of software solutions (Inhouse & COTS)
  • People-focused and service-oriented IT leader
  • Proven experience in strategic planning, agile project management, and SDLC
  • Experience with systems design and development from business requirements analysis through to day-to-day management
  • Demonstrated ability to apply IT in solving business problems.
  • A strong working background in the ability to synthesize complex information and break down big concepts into smaller pieces
  • Experience in the ability to make prioritization calls to get the most critical things done and put aside non-important or low value items
  • Experienced in working, collaborating, and creating a positive experience for internal business partners, and what would make their lives easier
  • Experience creating diagrams and documenting workflows
  • Being able to pivot quickly will be an asset, as you will need to leverage your critical thinking skills to digest new information quickly and make strategic decisions.
  • Lead communications and change management activities across multiple stakeholders
  • Determines and recommends solutions to management and end users on courses of action that best meet the organization's needs and aligned to the goals
  • Must have excellent verbal and written communications skills
  • A creative and innovative individual, with the ability to simplify, communicate and promote ideas across the organization
  • A team-oriented, assertive personal style; highly developed interpersonal skills, adept as an influencer and negotiator
  • Project management skills: ability to prioritize multiple projects and adjust workload accordingly
  • An out of the box thinker, who will tackle issues with a risk-based approach, work effectively under stress, and loves a challenge
  • Nice to have Certifications: ITIL, PMP, TOGAF, SAFe

ABOUT THE ROLE

This is a fulltime permanent positionlocated in the east end of Toronto involving a hybrid model of remote and onsite work.

Benefits:

  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • On-site parking
  • Vision care

APPLY NOW:

If you are interested in finding out more, please contact us or submit your resume tojobs@systematix.com. Or, if you know someone who meets these qualifications, please forward this assignment opportunity to them.

ABOUT SYSTEMATIX:

Systematix is one of Canada’s largest privately-owned National Consulting and Resourcing firms. With offices across North America we provide the highest caliber consulting solutions to a diverse client base that includes all levels of Government and private industry sectors.

Systematix is committed to creating a diverse, inclusive environment and is proud to be anequal opportunity employer.

At Systematix, we bring people and projects together!

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Job: IT Manager, Customer Experience

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