<p>Pourquoi a-t-on besoin de vous ?</p> <p>The IT Services Manager is responsible for overseeing the delivery of high-quality IT services across multiple teams, including IT Escalation and Quality, Process Improvement Analysts, and Service Delivery Coordinators. This person plays a critical role in supporting the overall effectiveness of IT services, driving improvement initiatives, and fostering a culture that prioritizes customer satisfaction and operational excellence.</p> <p>Escalation and Quality</p> <ul> <li>Oversee the team responsible for handling escalated IT issues, ensuring that complex problems are resolved efficiently and effectively. </li><li>Foster a culture of accountability and proactive problem-solving while monitoring escalation trends to identify training or resource needs.\ </li><li>Serve as the final point of contact for unresolved technical issues escalated by team members. </li><li>Employ problem-solving skills and technical expertise to devise solutions that address the root causes of persistent problems. </li><li>Maintain and evolve our PC master image(s) for distribution to depots and USS. </li><li>Keep PC depot imaging up to date while ensuring no downtime during business hours. </li><li>Manage Group Policies to implement requested changes to specific user populations. </li></ul> <p>Process Improvement</p> <ul> <li>Direct the work of Process Improvement Analysts to analyze existing processes, identify inefficiencies, and propose enhancements. </li><li>Use data analysis methods/tools and reporting to inform decisions and drive initiatives aimed at improving service quality and operational effectiveness. </li><li>Produce and regularly update technical documents, such as service policies, standard operational procedures, and user guides, ensuring they are accessible and user-friendly. </li><li>Analyze documents to maintain accessibility and continuity of style of content. </li></ul> <p>Identify and track gaps in knowledge, working with multiple teams to ensure the article is written in a timely manner.</p> <p>Service Delivery</p> <ul> <li>Work closely with Service Delivery Coordinators to ensure timely and accurate fulfilment of service requests. </li><li>Act as the primary interface between ITSM Vendor and SGC regions. </li><li>Facilitate communication between the service desk and other IT support teams to streamline operations. </li><li>Create and regularly update IT service management policies and procedures, ensuring alignment with industry standards such as ITIL. </li><li>Lead efforts to standardize service delivery across teams to enhance consistency and reliability. </li><li>Identify opportunities for improvement through regular analysis of service delivery metrics and customer feedback. </li></ul> <p>Project Management</p> <ul> <li>Develop project plans for initiatives related to service delivery enhancements and process improvements. </li><li>Monitor project milestones, deliverables, and timelines, ensuring projects stay on track and within budget. </li><li>Foster strong relationships with key stakeholders, including IT staff, management, and business users, to understand their needs and expectations. </li><li>Act as a liaison between the IT department and other business units to facilitate effective service delivery. </li></ul> <p>Team Performance</p> <ul> <li>Regularly assess team performance against established KPIs, providing constructive feedback and support. Assist team members with building their individual development plans. </li><li>Ensure that customer needs are considered in line with the strategy defined by GDI Group. </li><li>Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. </li></ul> <p>Ce poste est-il fait pour vous ?</p> <ul> <li>Bachelor's degree in Information Technology, Computer Science, or equivalent experience in the required field </li><li>At least 5 years of experience in IT service management </li><li>Strong understanding of ITIL frameworks and other service management methodologies </li><li>Experienced in managing service desk operations </li><li>Demonstrated ability to lead cross-functional teams </li><li>Strong analytical skills and experience with performance metrics </li></ul> <p>On vous en dit plus sur nous</p> <p>At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our products make the world a more beautiful, safer, and sustainable home.</p> <p>Mention légale</p> <p>Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.</p> <p>Vos avantages en nous rejoignant</p> <p>Certain locations require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees' wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer potential candidates. Provided is the national pay range for this position which is $102,000 to $158,000 per year. However, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.</p> <p>In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 13% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $115,200 to $178,500. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.</p> <p>Saint-Gobain is committed to helping you and your family be well in all aspects of your life. Be Well. Be You brings together inclusive programs and meaningful resources to support all aspects of your physical, emotional, financial, and social well-being. Employees have the flexibility to choose the benefits that best fit their individual needs.</p> <ul> <li> <p></p> </li><li>Health and Well-being - Supporting your wellbeing, to thrive in life and work. <p></p> </li><li> <p>Medical, Prescription Drug, Vision, and Dental Insurance</p> </li><li> <p>Healthcare Saving Account and Flexible Spending Account options</p> </li><li> <p>LiveWell Wellness Program</p> </li><li> <p>Employee Assistance Program (EAP)</p> </li><li> <p>Paid Time Off and Paid Parental Leave</p> </li><li> <p>Retirement and Protection - Helping to make the future life you want a reality.</p> </li><li> <p>401(k) with Company Match, Retirement Accumulation Plan (RAP) Cash Balance</p> </li><li> <p>Pension Plan</p> </li><li> <p>Company-provided Life Insurance, AD&D, Short-Term Disability</p> </li><li> <p>Voluntary employee and dependent life insurance, Long-Term Disability, Critical</p> </li><li> <p>Illness and</p> </li><li> <p>Accident Insurance</p> </li><li> <p>Additional Benefits - Helping shape the experience and impact you want</p> </li><li> <p>Commuter Benefits</p> </li><li> <p>Group Legal</p> </li><li> <p>Identity Theft Protection</p> </li></ul> <p>Auto and Home Insurance</p> <ul> <li>Pet Insurance and Discounts </li><li>Back-up Child and Elder Care </li><li>PerkSpot Employee Discount Program </li><li>Volunteer Day </li></ul>