Job Description

TRADER Corporation is a trusted Canadian leader in online media, dealer and lender services. The company is comprised of AutoTrader.ca, AutoSync and Dealertrack Canada. AutoTrader.ca (AutoHebdo.net in Quebec) offers the largest inventory of new cars and used cars in Canada, receiving over 25 million monthly visits to its marketplace. With over 3,500 subscribers and counting, AutoSync is the largest and fastest growing dealer and OEM software provider in Canada. The platform\'s suite of connected automotive software solutions brings advertising, conversion and operational support together, synchronizing the entire retail process. AutoSync\'s diverse range of offerings includes: vAuto, EasyDeal, xtime, Motoinsight, Activix, TAdvantage and TRFFK. Dealertrack is Canada\'s largest automotive financing portal, enhancing efficiency and profitability for all major segments of the automotive, marine, recreational vehicle, motorcycle and powersport retail industries. Over 6.5 million credit applications are submitted via the Dealertrack Canada portal each year. Visit to learn more..

We are currently looking for a highly skilled and forward-thinking Director of IT Operations to take charge of our Enterprise Technology team. As the Director, you will have the vital responsibility of overseeing all our IT tools, such as M365, network infrastructure, and monitoring systems. Additionally, you will lead the internal IT service desk team and ensure top-notch end-user support.

To excel in this role, the ideal candidate must possess extensive experience in IT service management (ITSM) and possess strong proficiency in leveraging JSM (Jira Service Management). You will be responsible for implementing and optimizing robust processes and procedures to enhance our IT operations. We are seeking a strategic thinker who can develop a long-term vision to take our company\'s IT operations to the next level.

What you\'ll do:

Lead the Enterprise Technology team:

- Manage and oversee the operation and maintenance of all IT tools, including M365, network infrastructure, monitoring systems, and other enterprise-level technologies.

- Develop and implement IT strategies, policies, and procedures to optimize the efficiency and effectiveness of technology operations.

- Collaborate with cross-functional teams to ensure alignment of IT initiatives with business goals and objectives.

- Stay abreast of emerging technologies and industry best practices, recommending innovative solutions to enhance IT capabilities and drive digital transformation.

Manage the internal IT service desk team:

- Provide leadership and guidance to the IT service desk team, ensuring high-quality support and timely resolution of technical issues for internal employees.

- Establish and monitor key performance indicators (KPIs) to measure service desk performance and drive continuous improvement.

- Foster a customer-centric culture, promoting excellent customer service and user satisfaction.

- Collaborate with stakeholders to identify and prioritize service desk enhancements and improvements, ensuring effective incident and request management.

Oversee end-user support:

- Develop and implement strategies to enhance end-user support services, ensuring a positive user experience for internal employees.

- Establish and maintain effective processes for incident management, problem management, change management, and request fulfillment.

- Monitor and report on end-user support metrics, identifying trends and areas for improvement.

- Work closely with other teams, such as infrastructure and security, to ensure seamless and secure end-user computing environments.

Implement ITSM leveraging JSM:

- Drive the adoption and implementation of IT service management (ITSM) practices, leveraging Jira Service Management (JSM) or similar platforms.

- Design and optimize IT processes, including incident management, problem management, change management, and request fulfillment, to align with ITIL best practices.

- Develop and maintain ITSM documentation, including service catalogs, standard operating procedures (SOPs), and service level agreements (SLAs).

- Conduct regular assessments and audits to ensure compliance with ITSM frameworks and industry standards.

- Build a roadmap for incident and problem management, outlining milestones and initiatives to improve response times, reduce recurring incidents, and enhance root cause analysis.

Develop a long-term vision:

- Create and articulate a clear long-term vision for the IT operations department, aligning it with the company\'s strategic objectives.

- Identify opportunities for technology-driven innovation, process improvements, and cost optimization.

- Collaborate with executive leadership to develop IT roadmaps and secure necessary resources to support the vision.

- Monitor and report on key performance indicators related to IT operations, providing regular updates to senior management.

- Build a roadmap for centralizing the contact center for external customers and the internal team, outlining the steps and initiatives required to achieve a unified and efficient service delivery model.

What you\'ll need:

- Bachelor\'s degree in computer science, information technology, or a related field. Advanced degree preferred.

- Proven experience in managing enterprise-level IT operations, including network infrastructure, IT tools, and monitoring systems.

- Strong knowledge of IT service management (ITSM) principles and frameworks, such as ITIL.

- Experience implementing and leveraging ITSM platforms, such as Jira Service Management (JSM), ServiceNow, or similar.

- Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team of IT professionals.

- Demonstrated ability to develop and execute IT strategies aligned with organizational goals.

- Strong analytical and problem-solving skills, with keen attention to detail.

- Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.

- Proven experience in building roadmaps for incident and problem management, as well as contact center centralization.

What\'s in it for you\xe2\x80\xa6

-We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best.

Fitness and wellness

-We provide discounts to nation-wide gyms, onsite gyms (when we\'re in the office), an Employee and Family Assistance Program, as well as a virtual wellness program.

Benefits from Day 1

-Gym discounts

-Local in-office free gyms

-Employee and Family Assistance program

-Weekly virtual wellness events

-In addition to in-house training, we provide an annual lifestyle allowance of $1500 so you can grow your skills.

-Conferences & training budget

-Regular internal training programs

Financial planning

-Let us help you invest in your future with 3% matching towards your pension and multiple forms of income protection.

Competitive salary

-Annual bonus structure

-3% CPP matching

AutoTrader