IMS (Insurance and Mobility Solutions) Hiring for IT Service Manager at Waterloo, ON Full Time

Corporate Overview

IMS (Insurance and Mobility Solutions), is a leader in connected car and telematics services. We provide services and analytics to insurers, governments and enterprises. We are proud to be the developer of the industry acclaimed; cloud based “Drive-Sync” connected car platform. From insurers and governments, to dealerships and everyday drivers, we’re proud to produce technology that makes driving – Safer. Smarter. Greener.

We have offices in Waterloo, Canada and Crewe, UK.

In the role of Service Manager, you will work alongside the System Admin Manager to ensure the resolution and management of service incident and requests across all internal and external stakeholders. You will be responsible for KPI’s and SLAs for System Admin ensuring that the team can deliver these and managing any blockers bought to you by team members and the Manager. You will also play a key role in the management of Major Incidents and Change.

Specific Responsibilities and Ownership

You will assist the Service Delivery Manager and Head of IT Operations in performing CSIP activities.

• Escalation of process not being followed
• Escalation of breach and close to breach tickets to Technical Manager
• Leading the Major Incident Process when invoked
• Major incident and Severity 1 Reviews post incident
• Initiate and Lead Major Incident Meetings with Key Stakeholders
• Provide Monthly overall performance reports to Service Delivery Leads
• Receive and respond to complaints concerning system admin in a timely manner working with Service Delivery Leads and Technical Manager
• Participate in core ITIL functions within IT Ops including but not limited to, IT Change Management, CSIP, Incident Management and Problem Management

You will also understand and embrace our company values, which are embedded in everything we do.

Company Values:

• Customers Matter
• Go Beyond
• We Care
• Working Together
• Think Differently

The key relationships you will be developing on a day to day basis will be;

• Software Engineering team
• External suppliers/Support teams
• IT Infrastructure Team
• Information Security Team
• Customer Services Team

• Product/Project managers
• IMS Group Leadership Team

You will need to be on call as required, and have the availability to work from our Waterloo office.

Key Requirements

• Previous Experience in IT Support – at least 2 years in an IT Role
• Previous experience in a management or leadership role managing a small team (preferably 1 year)
• The ability to articulate at a technical level appropriate to circumstances
• Work well under pressure and in a busy environment
• Team player and be able to enhance the team’s current strengths with your own.
• Can demonstrate good written and verbal communication abilities
• Experience of working within a regulated environment
• ITIL Qualified or aware.
• Knowledge of Change Management or aware.
• Previous experience of managing a service to agreed SLA’s and KPIs.

Job Type: Full-time

Benefits:

• Company events
• Company pension
• Life insurance
• On-site gym
• On-site parking

Schedule:

• Monday to Friday
• On call
• Weekends

Education:

• AEC / DEP or Skilled Trade Certificate (preferred)

Experience:

• IT support: 2 years (preferred)

Work remotely:

• No