Who We Are For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here. Mission Statement The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world. Job Description: POSITION PURPOSE SUMMARY: The role leads managing, upkeeping, configuration and optimal performance of information systems. This will include oversight and governance for all IT engagements, including strategic planning and budgeting coordination, prioritization of projects, ensuring that projects align with customer business priorities as well as overseeing the operational performance of the IT department. The role is also responsible to establish, manage and enhance the relationship between IT and major stakeholders throughout the organization including support for the creation and delivery of the IT Strategy. This position forms the primary conduit that links the business unit strategies to the IT priorities. ACCOUNTABILITIES: The incumbent may perform all, some, or similar range of duties. Strategy and Planning: • Oversee delivery of IT strategic and operational services through prioritizing of IT initiatives and facilitating the evaluation, deployment, and integrated management of current and future IT services across the organization. • Lead the adoption of IT Service Management capabilities by providing strategic direction and oversight, ensuring alignment to industry standards and best practices. • Responsible to the Territorial Director, IT to coordinate the development and implementation of the IT Strategic plan and annual planning and budgeting process to support the territory's business initiatives and IT service delivery. • Prepare for approval and monitor the information technology annual operating and capital budgets. Acquisition and Deployment: • Establish an engagement model and ensure effective business relationship management with the key stakeholders across the territory. • Understand and support key stakeholder’s business strategy in order to align the IT strategy and resource needs. • Accountable for reviewing, negotiating and managing vendor contracts, licensing and/or service agreements, RFI’s/RFP’s, etc. related to IT hardware, software and services. Operational Management: • Accountable to monitor and measure the integrated delivery of IT services and business operations, ensuring service levels meet or exceed agreed upon targets. • Liaise with both internal and external partners to understand levels of support, future service needs and partnership opportunities. • Review the performance of IT services to determine operating costs, productivity levels, and enhancement/upgrade requirements. • Support the definition and execution of service agreements (SLA’s, OLA’s, etc.) to enhance value to the business. • Ensure the consistent development and implementation of policies and procedures across the IT organization in support of continual service improvement. • Provide oversight and governance to strategic initiatives, ensuring risks are appropriately identified and mitigated. • Develop business case justifications and cost/benefit analyses for IT spending and initiatives. • Establish and maintain regular written and in-person communications with the organization’s executives, department/divisional leads and key stakeholders. • Direct research on potential technology solutions and implementations in support of new initiatives, opportunities and procurement efforts. Team Leadership: • Lead a team in assistance on development. • Coach and develop team members. • Lead recruitment and training decisions. • Ensure the team is fully staffed with qualified staff. • Ensure supervision and performance management are in place for all staff. • Ensure program staff participate in mandatory training. • Conduct annual performance review meetings and prepare evaluation documents for direct reports. Performs other work-related duties as assigned. CRITICAL RELATIONSHIP MANAGEMENT: Internal: IT Department, THQ Business Leads and SMEs, territory-wide users External: Network and telephony service providers, vendors, system implementers MANAGERIAL/TECHNICAL RESPONSIBILITIES: Reports directly to the _____. Direct reports: Oversees a team of up to 10 IT professionals and managers, including first-line and second-line managers. • Strong influencing and oversight relationship with IT leadership team peers to ensure seamless service delivery and continuous improvement of the whole department from a customer perspective. FINANCIAL AND MATERIAL MANAGEMENT: • Minor material responsibilities: - Access to confidential information - Control if proper, required software, materials, peripherals, equipment, etc. are purchased and meet the requirements and budget • Moderate financial responsibilities: - Prepares and monitors annual budget for the portfolio - May liaise with auditors - May have limited input to the development of new policies and procedures pretraining to the management and allocation of financial resources for the portfolio - May conduct significant financial analysis for new policies and procedures - May have expenditure authority The above responsibilities must be discharged in accordance with The Salvation Army’s Mission Statement, in a professional manner, upholding our code of conduct. WORKING CONDITIONS: • Working environment is typically in the office with sitting for extended periods. • Some limited travel may be required. • Schedule may vary according to requirements of responsibilities close to project deadlines. The above responsibilities must be discharged in accordance with The Salvation Army’s Mission Statement, in a professional manner, upholding our code of conduct. EDUCATION, EXPERIENCE AND QUALIFICATIONS: • Willingness to develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities. • Work in compliance with OH&S Act and Regulations and abide by The Salvation Army’s health and safety policies and procedures. Alternative combination of education and Experience may be considered. Education, Qualifications and Certifications: • Completion of Master’s Degree in Information Technology or Business Administration OR Bachelor’s Degree in Information Technology or related field plus professional designation in a related field (Business Relationship Management Professional (BRMP), Project Management Professional (PMP), etc.) • ITIL Foundation Certificate. • System Administration Certification specific to the Information System managed. Experience and Knowledge: • 10 years of varied experience working within the IT industry, including at least 5 years of experience in IT service management leadership roles. • Experience managing across IT domains, with significant business engagement. Skills and Capabilities • Strong written and oral communication skills in English • Proven experience in IT planning, organization, and development. • Strong knowledge of business and IT theory, processes, management, budgeting, and operations. • Excellent understanding of project management principles. • Strong understanding of human resource management principles, practices, and procedures. • Proven experience in both vendor and business relationship management. • Experience negotiating, defining and managing RFI's, RFP's, MSA's, SOW's and other contractual arrangements. • Demonstrated knowledge of TSA core services (service delivery, Maintenance: and support) and common processes utilized for each. • Experience and knowledge of current information technology and its relation to TSA's business and strategic objectives. • Proven experience in IT strategic planning and development, project management, and policy development. • Ability to prepare, develop and be involved in policy creation and change. • Ability to understand and communicate complex business requirements and technology terms. • Proficient with project management tools and concepts to be able to provide governance/oversight to mid to large-scale projects or a program of projects. • Strong people management skills including: effective planning, organizing and prioritization of tasks, delegation, developing and motivation the teams. • Extensive experience working in a team-oriented, collaborative environment. Ability to quickly form relationships and balance a wide variety of priorities. • Proven ability to communicate up and down the management chain, providing the appropriate level of detail and focus. • Proven leadership and performance management skills with the ability to effectively lead large cross-functional teams. • Ability to bring clarity to complex situations and structures. • Strong negotiation skills especially related to vendor management and SLA’s. • Superior influencing skills related to gaining alignment and commitment to strategies, building convincing business cases and cost/benefit analyses, and effectively leading and managing IT change. • Exceptional customer service orientation. • Ability to prioritize and execute tasks in a high-pressure environment. • Excellent written and oral communication and presentation skills. • Self-motivated, self-directed, and attentive to details. • Proven analytical, evaluative, and problem-solving abilities. Compensation: Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role. The Salvation Army will provide reasonable accommodation upon request. Please email Recruitment.Accommodations@salvationarmy.ca if you have a need for any accommodation and we will be pleased to discuss this with you. Our employees are motivated by the fulfillment and meaning they experience as they serve people in need across Canada and Bermuda. Whether at the front-lines or in a support role, as part of our team you’ll work alongside a diverse and skilled group of purpose-driven professionals, empowered to provide exceptional service. We deeply value the relationships we build in the workplace, as well as the opportunities given to us such as the potential to experience flexibility at work, receive health and dental benefits, paid vacation and sick time, RRSP’s, as well as to expand our skills and advance our careers as together we build a culture of continuous learning and growth. If you're looking for a career that allows you to find meaning, make an impact, and one that challenges you to grow and become the best version of yourself, join our dynamic team. There is a place for everyone to belong at The Salvation Army.
