Senior Manager, IT Service Management

Overview

Senior Manager, IT Service Management Jobs in Vancouver, Canada at McCarthy Tétrault

Position: Senior Manager, IT Service Management )

Senior Manager, IT Service Management (Vancouver)

McCarthy Tétrault is a leading Canadian law firm offering a full suite of legal and business solutions to clients in Canada and around the world. With offices in Toronto, Montréal, Québec City, Calgary and Vancouver, we provide challenging and rewarding career opportunities across the country. Recognized as one of Canada’s Top 100 Employers for eleven consecutive years and one of Canada’s Best Diversity Employers for fourteenth consecutive years, our culture is guided by The McCarthy Way —our shared approach to working with clients and with each other.

Job Description

We are recruiting for an IT Senior Manager to join our team in our Vancouver office. The successful candidate must have a minimum of 10 years of experience as a technology professional, ideally within a professional services workplace, with at least 5 years in a leadership capacity. The successful candidate will be responsible for leading regional IT operations and service delivery, managing and developing the Service Desk team, overseeing ITIL processes including change, problem, and incident management, supporting enterprise technologies such as Service Now, AV, end‑user computing, and mobile services, and collaborating with firm‑wide stakeholders to drive operational excellence and continuous improvement.

McCarthy Tétrault employees benefit from a hybrid work environment.

Salary: $140,000 – $155,000 annually (Vancouver only). The offered salary may vary based on the candidate’s job‑specific knowledge, skills, and experience.

Responsibilities

• Defining and reporting on service levels, implementing proactive measures, and assessing upgrade impacts to enhance customer service.
• Sending local office and firm‑wide end‑user communication relating to projects or key messages from the IT team.
• Managing Local Office hardware inventory and its deployment by identifying requirements and forecasting needs. Working with the Vendor Management Office for administering Local Office contracts, managing Local Office vendors and coordinating personnel.
• Providing information to IT leadership team on impact to user community both locally and firm‑wide with respect to proposed changes to the technical environment.
• Serving as IT management representative to ensure high quality IT service is delivered to meet the needs of the regional offices.
• Serving as IT management advocate to engage and maintain relationship with the regional office management. This involves conveying key IT leadership message and soliciting feedback from regional offices.
• Providing input to the IT business planning process to address the needs (service and asset) of the regional offices and to mitigate operational risk.
• Coordinating and supporting firm‑wide IT implementation and change windows to minimize impact to the regional offices while meeting the IT objectives.
• Maintaining firm‑wide IT policies and procedures from regional offices perspective.
• Ensuring standard IT practices are followed through in service level management, incident management, request fulfilment, and change management.
• Interacting with other functional groups to communicate upcoming changes that will impact their teams and collaborating on local office projects or events.
• Proactively identifying opportunities to collaborate with other functional teams to support and achieve firm priorities.
• Attending local management meetings and reporting IT initiatives to firm‑wide management team.
• Managing and motivating a team providing customer and technical support, including training, coaching, and ensuring service coverage.
• Managing the service levels to meet expectations of a demanding user community, investigating and resolving service issues or complaints to satisfaction of the end user, or escalating the issue to senior management when necessary.
• Reviewing support issues and evaluating associated support services provided by monitoring response quality and following up with users. Benchmarking and reporting on local service levels.
• Developing, promoting, and maintaining an integrated end‑user support knowledgebase to improve first‑level call resolution and customer service.
• Report…

Title: Senior Manager, IT Service Management

Company: McCarthy Tétrault

Location: Vancouver, Canada

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