Come join Home Trust Company as an Senior Manager, IT End User Operations in our Information Technology team!
Home Trust Company has developed a track record of success as Canada’s leading alternative lender, employing nearly 800 people in our Toronto headquarters and branches across the country. Building on the demonstrated strength of its core residential mortgage lending business, the Company also offers complementary lending services, as well as highly competitive deposit investment products, through Oaken Financial. Our culture has been shaped by the passion and integrity of our people. Home Trust is a private company.
This role can be based in Montreal as well.
FIRST THING – WHAT YOU NEED TO SUCCEED?
We are looking for individuals who are dedicated, passionate, and driven to execute with excellence!
WE CARE ABOUT OUR EMPLOYEES WELL-BEING, WHAT WE OFFER:
Base salary, with yearly incentive performance bonus
Three (3) weeks of vacation, an additional six (6) flex days (sick or personal) in addition to statutory holidays
Comprehensive benefit packages, offered through Manulife
Group Retirement Savings Plan (GRSP) up to 8% contribution program & employer match
$1000 Employee Referral Program
Employee Discounts; phone plans, gym membership, Toronto Bike Share and many retailer discounts offered through WorkPerks
Education Assistance program
ABOUT THE ROLE:
The Senior Manager of IT Operations plays a critical role in managing and optimizing the IT infrastructure and operations within an organization. This position is responsible for ensuring the reliability, security, and efficiency of IT systems, while leading a team of IT professionals to achieve the company's technological objectives.This position will be reporting to Director , Digital Employee Experience and accountable for end user technology management team and end user support teams across all corporate sites and branches.
In addition:
The Senior Manager of IT Operations is responsible for:
Leadership and Management: Lead, mentor, and develop a team of IT professionals, fostering a collaborative and innovative work environment.
Operational Excellence: Oversee the daily operations of IT systems, ensuring they run smoothly and efficiently.
Develop and report on KPI’s and scorecards for end user technology team and ensure end users receive a positive experience when interacting with the technology team
Manage and motivate the team with effective coaching/feedback/training and workload allocations to ensure deadlines and scorecard objectives are achieved.
Solution-focused, takes proactive initiative on priorities.
Continuous Improvement: Drive continuous improvement initiatives to enhance the efficiency and effectiveness of IT support services.
Implement best practices, monitor key performance indicators, and ensure compliance with industry standards
Analyze, develop, and propose sound business cases for new initiatives for better employee experience and operational savings
Identify & recommend opportunities for continuous process improvements to support new initiatives in other departments.
Ensure accurate documentation of support processes, incidents, and resolutions. Generate regular reports on support activities, performance metrics, and user satisfaction.
Ensure all processes and procedures are documented, updated as practices change, well communicated and published as practices change.
Manage relationships with external vendors and service providers. Negotiate contracts, monitor performance, and ensure the delivery of quality services
Lead the oversight with strategic vendors to ensure they meet our SLAs and key servicing objectives
Review and approve vendor invoices to ensure accurate billing and investigate any discrepancies.
Provide input for Vendor Management team to ensure all SLAs are managed appropriately and compliant with our contract
Submit Action Item and Change requests to vendor as required and ensure proper implementation of changes
WHAT WE REQUIRE:
University Degree
Overall 10+ years of experience in IT industry
Minimum of 5 years of experience in IT support Manager or a related field
Strong knowledge of ITIL and other industry-standard frameworks.
Ability to manage and motivate their team with effective coaching/feedback/training and workload allocation to ensure deadlines and project objectives are delivered within scope, on-time and under or on-budget.
Excellent knowledge of MS Office.
Demonstrated excellence in communication, presentation, collaboration, and relationship building skills with different roles and departments.
Effective leader who motivates and engages others through fostering a collaborative team environment
Strong analytical and problem-solving skills and presentation skills
Able to multi-task and flourish in a fast-paced, deadline-driven work environment
PREREQUISITE: Maintain a positive supportive attitude, help to maintain an inclusive and supportive company culture!
Follow us on LinkedIn: Home Trust Company: My Company | LinkedIn
