Staff Program Manager at Mozilla managing Trust & Safety programs. Collaborating with cross - functional teams to design and implement safety and compliance initiatives.
About the role
- Program Manager overseeing ITSM processes while ensuring efficient service delivery at a leading Canadian mining company. Championing methodologies and continuous improvement in a collaborative team environment.
Responsibilities
- Championing standard methodologies and development of service management processes based on ITSM constructs
- Ensuring efficient and effective IT service delivery across the organization
- Aligning IT services with business goals
- Driving continuous improvement in service delivery teams
- Collaborating with partners to improve service quality and customer happiness
- Nurturing relationships with key collaborators as a global ITSM point-of-contact
- Identifying and mitigating IT service delivery risks
- Managing service area budgets and forecasting appropriately
- Developing and implementing a strategy for organizational excellence in ITSM services, procedures and tools
Requirements
- Relevant university degree or equivalent experience crafting, planning, implementing, and supporting ITSM
- Minimum of 10 years of experience in IT Service Management, with at least 5 years in a leadership role. Experience in the mining or heavy industry sector is an asset
- Detailed knowledge and technical skills of ITIL framework with demonstrable experience with transformation and ongoing operations of Service Management processes
- Demonstrated experience is managing external service providers and ensuring delivery quality
- Proficiency in implementing strategies for successful organizational change and management (PROSCI ADKAR)
- Knowledge of ServiceNow platform, IT Service Management frameworks and other relevant ITSM tools
- Demonstrated experience in leading process improvement and organizational change initiatives
- Validated expertise and overall responsibility in customer service and contact centre services, performance and new generation capabilities
- Excellent presentation, time management, and collaborating skills
- Motivated, goal-oriented, persistent and a skilled negotiator with the ability to collaborate with various teams
- A self-starter with strong problem-solving skills and ability to think strategically
- Ability to speak in Spanish is valuable but not required.
Benefits
- Don't miss out on this outstanding opportunity to be part of one of Canada's leading mining companies and join our team!
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