Senior Manager overseeing enterprise applications and integrations for Canada’s largest K - 12 publisher. Leading technical delivery in a dynamic education environment.
About the role
- Service Assurance Senior Manager at Leonardo ensuring IT service quality and compliance across multiple domains. Overseeing incident management, risk compliance, and continuous improvement in service delivery.
Responsibilities
- Support the Head of Service Management in developing and maintaining service management service assurance frameworks and controls.
- Ensure the effective execution of incident and problem management processes.
- Identify operational risks and compliance gaps related to service delivery.
- Evaluate change and release activities to ensure minimal disruption to service.
- Monitor adherence to SLAs and ensure corrective actions are taken.
- Conduct regular reviews with internal and external stakeholders to ensure service quality expectations are met.
- Provide the Head of Service Management and relevant stakeholders with reports and recommendations.
- Promote continuous service improvement by analysing incidents, problems, and change outcomes.
Requirements
- Relevant IT Service Management certifications (e.g., ITIL v3/4)
- University degree or higher required.
- Bachelor's degree in Information Technology, Computer Science or related field is preferred
- 5+ years of IT service delivery and performance management experience
- Experience in setting and managing SLAs/KPIs
- Proficiency in data analytics
- Experience in service operations using the ITIL
- Strong understanding of service monitoring tools and technologies
- Strong understanding of ITSM platforms (e.g., ServiceNow)
- Good understanding of IT architecture and key technology components, e.g., servers, networks
- Experience using major Microsoft Office applications (e.g., Word, Excel, PowerPoint)
- Strong verbal and written communication skills
- High ethical standards when handling confidential information.
Benefits
- Hybrid Working
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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