• Type de poste : Permanent
• Zone géographique : Ontario, RGT (incl. Mississauga et Oshawa)

• Secteur d'emploi : Technologies de l'information et multimédia
• Fonction principale :
  • Opération

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IT Operations Management and Control Lead

Do you have prior experience in Vendor Management, establishing SLA's, Project Management, and responsibility for ITSM?
Are you looking for an employer where you can find Innovation, Leadership, and Endless Possibilities?

Rogers Communications is the industry leading diversified Canadian communications company. We are engaged in three primary lines of business through wholly owned subsidiaries: Rogers Wireless, Canada's largest wireless voice and data services provider, Rogers Cable, the largest provider of cable television, high speed internet and telephony and Rogers Media, Canada's premier group of category leading broadcast, print and online media assets.

Rogers ITS supports these businesses with a single architectural structure and consistent processes driven by a shared passion for quality and excellence. Rogers ITS works in partnership with our business colleagues to deliver reliable, responsive, high value technology that drives the success of the Rogers group of companies.

Within Rogers ITS the IT Infrastructure Operations Management and Control group is accountable to ensure that all IT Infrastructure components are operating at peak efficiency, meeting our SLAs. Furthermore, we oversee core operations processes (ITIL based Incident Management, Change Management, Problem Management and Configuration Management) to maximize the overall uptime for all IT services in support of the Rogers lines of business. We partner with our Outsourcing vendors accordingly to deliver these services.

Responsibilities:
* Accountable for the consistent performance of the 3^rd party vendor.
* Develop and manage the relationship with the Vendor site personnel
* Some travel and flexible hours of work are required.
* Contribute to definition of processes
* Main point of contact for communication flow for both Vendor and Rogers.
* Oversee contract compliance and ensure procedures exist to audit Vendor performance/compliance in regard to the SOW and Master Service Agreement.
* Monitor and review the daily performance results and hold daily Operations meeting with the Vendor; including, ensuring within target/objectives/SO, engage Vendor directly to understand issues and develop action plans to close the gaps, and participate in the Service Level calls.
* Ensure that Vendor performs root cause analysis and has implemented action plans where performance is below target or Vendor is in breach.
* Ensure that change control processes are in place.
* Perform audits of Vendor processes to ensure they are aligned with Rogers and are the most current (recruitment, training, quality).
* Participate in Quality calibration sessions, and supply feedback to the team.
* Ensure Continuous Quality Improvement on the vendor side
* Ensure that Vendor receives all product/service updates and that they are communicated effectively out to the Vendor Customer Service Consultants.
* Ensure that the Rogers Brand is embraced within the Vendor's environment.
* Project management required for ramp ups/downs, cross-training, and new service/tools introduction initiatives.
* Identify best practice opportunities and where appropriate share across other Rogers contact centers.
* Participate in the Service Reviews.
* Manage daily/weekly KPI's and Metrics
* Continually seek and implement opportunities to increase Customer Satisfaction

* Post-secondary education in a business-related field or equivalent work experience.
* Minimum of 5-7 years progressive IT services experience and preferably with Vendor Management experience.
* Experience with working in a virtual environment
* Experience in leading matrix teams
* Deep working knowledge of ITSM/ITIL methodologies
* Demonstrated ability to coach, motivate, and performance manage a team in an extremely high-paced environment.
* Results oriented with a proven ability to meet both short-term and long-term business objectives.
* Strong planning, organizational and project management skills, with the ability to anticipate problems and opportunities, and develop effective strategies with clear objectives.
* Strong negotiating skills.
* Strong practical knowledge of Project Management fundamentals - PMP would be an asset
* Strong practical knowledge of Quality Management methodologies
* Proven ability to communicate effectively in written and verbal form.
* Able to work independently at the Vendors site to meet deadlines and achieve goals.
* Proven ability to prepare and deliver professional documents and presentations to all levels of an organization.
* Highly motivated and adaptable with proven interpersonal and leadership skills.
* Proficient in MS Office: Work, Excel, and PowerPoint.

Inform Communicate & Entertain
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