Job Details

Senior Director, Service Management
Job Number: - J0714-0875 - Full time Salaried

Category:  Management

Job Location:  Standish, Mississauga, Ontario, Canada

Posting Date (dd/mm/yyyy):  22/10/2014

Reports To:  VP Infrastructure Management


D+H is a leading provider of secure and reliable technology solutions to North American financial institutions with a reputation for being a trusted partner that helps clients build deeper, more profitable relationships with their customers based on rich industry and market insight, and consumer knowledge. Our integrated, compliant technology solutions enable clients to grow, compete, and optimize their operations, while our forward looking approach helps them stay ahead of the market and anticipate changing consumer needs.

Today, over 6,200 banks and credit unions across North America rely on D+H to deliver solutions across three broad service areas: Banking and Lending Technology, including core banking, lending and compliance, and channel solutions; Lending Processing Solutions; and Payments Solutions.

In 2013, D+H rose to 33th on the FinTech 100, a ranking of the top technology providers to the global financial services industry, and is ranked 24th on the 2013 Branham 300, a listing of top Canadian ICT companies.

Headquartered in Toronto, Canada, D+H employs approximately 4,100 people across North America and is publicly traded on the Toronto Stock Exchange under the symbol “DH”.

Our Vision
To be the North American FinTech provider of solutions that support our clients own growth.

Our Mission
Through a flexible and highly collaborative approach, we are passionate about delivering tailored, integrated solutions, based on a deep understanding of what matters to our customers and their clients.

The Position

Reporting to the Vice President, Infrastructure Management, TSS, the Senior Director, Service Management is responsible for developing and operationalizing strategies for Service Management (SM) and leading a team responsible for governance leadership of critical service management functions. The Senior Director, Service Management will also provide superior Customer Service experiences to; professionally and quickly navigate Customer impacting outages and apply process improvements to continuously increase Customer experience. The incumbent will also oversee SM operations, measure and monitor metrics and act as a key contact with the business on SM matters.

Shaping the Future: Stays aware of the emerging (near-term) needs of customers and creates actionable plans/objectives for teams and individuals to deliver on.

Driving Operational Excellence: Identifies operational inefficiencies and potential solutions.

Creating Innovative Industry Solutions: Provides suggestions to more senior leaders about potential solutions that can serve multiple customer needs and identifies opportunities for improvement based on trends in customer feedback.

Nurturing Critical D+H Relationships: Works collaboratively with colleagues in different parts of the organization and demonstrates a willingness to support people in other teams to achieve their objectives.

Developing D+H's People to Build Capacity: Looks for ways to organize/structure the team to better support the business and takes an active role in helping the team deal with challenges.


Specific Accountabilities

+ Align the SM strategy to the business strategy
+ Provide strategic and tactical leadership for all of SM
+ Participate in strategic and operational planning to achieve business goals and coordinate the evaluation, deployment, and management of current and future systems across the organization.
+ Coordinate and facilitate consultation with stakeholders to define business and systems requirements for new technology implementations
+ Responsible for budget planning and cost control
+ Keep current with trends and issues in the SM industry, including current technologies and process improvements.
+ Promote strategic relationships between internal resources and external entities, including customers, vendors, and partner organizations
+ Demonstrate the D+H Leadership Imperatives.
+ Attract, inspire and grow teams to high performance
+ Develop a strategic succession plan.
+ Ensure adherence to Risk & Security policies.
+ Responsible for Business Continuity management for SM


Requirements

Experience:
+ 10+ years of IT/SM leadership experience, including a minimum of 5 years in a management role
+ Leadership Experience in: SM strategy, process engineering, Global delivery, vendor management.
+ Demonstrated leadership skills to inspire teams to high performance.
+ Demonstrated experience at the C-Level, with the ability to be influential
+ Proven project management experience in planning and executing enterprise-level IT projects
+ Demonstrated success in maintaining Customer relationships
+ Strong business acumen skills, with the ability to translate technology into business terms
+ Knowledge of D+H service and products an asset
+ Direct experience leading an organization through significant change
+ Ability to manage in a matrix environment.

Skills and Knowledge:
+ Bachelor's degree in Computer Science, Information Systems or Business Administration, Master’s Degree in either of these fields with technology as a core component preferred.
+ Strong judgment, oral and written communication, and leadership skills.
+ An ability to drive decisions through consensus, influence change and effectively resolve conflicts.
+ Demonstrated ability to establish strong operational and strategic alignment with business units
+ Excellent analytical, communication and negotiation skills with cross-functional organizations, customers and upper level management and thorough understanding of product development.
+ Strong staff management skills, including direct and indirect staff and consultants.
+ Ability to use a business-centric IT service portfolio to connect IT operations to business outcome
+ Demonstrated ability to build, lead and mentor business and technically oriented teams
+ Excellent time management, planning, organizational and project management skills.


D+H values employment equity and is an equal opportunity employer. We encourage applications from all qualified candidates, including members of designated groups. D+H will provide reasonable workplace accommodation to applicants with disabilities.

D+H promotes a safe and secure work environment that protects all D+H employees and the assets entrusted to us. All successful candidates will be required to undergo a thorough background screening process including, but not limited to, criminal and credit background screening as well as employment reference checks. Only candidates who meet or exceed the background screening requirements will be considered for employment with D+H.



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