Job Description

Manager, Technology Services

Mississauga, ON, Canada ? Virtual Req #864

Tuesday, October 25, 2022

Are you looking for more than a job? At World Vision Canada we offer challenging careers that change the lives of children all over the world and it will change yours too. Come and be part of a team of 400 Canadians with a vision for the world: Life in all its fullness for every child.

You will experience Christian faith in action helping to make real and lasting change in the lives of the world's most vulnerable children. Join the World Vision Canada team and be part of a powerful and effective force for good:

For Children. For Change. For Life.

Position: Manager, Technology Services

Reports to: Director, Infrastructure

Position Term: Full Time Permanent

Primary Location: Mississauga, Ontario, Canada

Workplace Type: Remote (within Canada)



The Manager of Technology Services directs and manages the effort of the Technology Services (Staff and Vendors) within the Infrastructure group. Technology Services contributes to the overall success of WVC by ensuring the maintenance of technology solutions that support the strategic goals of WVC.

Working within the organization, the Manager of Technology Services is responsible for frontline and service level support to World Vision Canada by influencing and establishing operational policies and processes, service level metrics, policies and procedures on various IT initiatives including administrative and operating guidelines for WVC in relation to Infrastructure.

The manager who is a member of the Infrastructure Management Team, will provide spiritual and professional leadership to the Technology Services staff members and actively participates in the overall management of the Infrastructure section.

Duties and responsibilities

Operations

• Plans the activities and staffing requirements of the Technology Services section.
• Support and encourage staff to provide service excellence to IT customers.
• Maintain relationship with multiple vendors. These vendors will include, but aren't limited to; Service Desk Support, End user hardware leasing, Network Support, Printer Support.
• Prepare and maintain documentation of processes, including diagrams and configuration information.
• Create and maintain performance metrics used to measure and improve performance.
• Monitor and report on key performance indicators and service level agreements, ensure high performance and availability.
• Partner internally, and with external partners, to ensure technology service reliability.
• Develop and maintain standard operating procedures for all services offered by the team.
• Administer all the personnel functions for Technology Services staff including performance management, recruiting, succession planning, mentoring and coaching.
• Actively participate in program increment planning, various committees and task forces.
• Prepare and administer an annual budget for the section.
• Oversee the management and maintenance of the Asset Database, Staff Directory, and loaner equipment at the Service Desk.
• Define desktop, peripheral and hardware requirements for the organization.

Strategic Planning

• Set and implement IT standards and policies throughout the organization.
• Review IT policies on a regular basis and provide updates when necessary.
• Proactive planning for technology problems and issues before they arise.
• Attend the Change Advisory Board, including leading the meeting in the absence of a director, and ensuring the quality of changes submitted meets company standards.
• Provide technical guidance to the organization.
• Meet with staff to review procedures and work processes to determine equipment, training, and technology requirements.
• Coordinate with Digital & Information Technology (D&IT) senior leadership and D&IT Managers to establish priorities and operating plan.

Project Management

• Attend project planning meetings and provide input and technical guidance.
• Provide resources for project implementation.
• Oversee project implementation within the Technology Services section.
• Culture Champion and People Development.
• Embodies the traits of a servant leader.
• Identifies areas of culture to be improved and celebrates and nurtures the development of trust, openness, innovation, and agility. Serves as an example to all employees of World Vision values, mindsets, and behaviors.
• Encourages and makes time for staff to participate in training.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Qualifications:

• BSc in Computer Science, Information Technology or related field, or equivalent in training and experience.
• 5 years work experience.
• Key Certifications include, but aren't limited to:

• ITIL.
• Project Management.

• Experience with Windows/Mac desktops, telephony systems, and cloud applications including configuration and hardware.
• Knowledge of industry best practices pertaining to Service Desk and Vendor Management.
• Strong interpersonal skills with a desire to collaborate with internal and external business/technical teams.
• Good written and verbal communications skills.
• Ability to work effectively under pressure and manage multiple, concurrent and conflicting priorities and deadlines in a fast pace, dynamic and changing environment.

Why consider us?

• World Vision Canada has consistently been awarded Canada's and the GTA's top employers. Other awards granted are for financial transparency, marketing, customer service and for the work we do in the field.
• We are Canada's largest development, relief and advocacy non-profit.
• We embody an agile mindset here.
• You get competitive pay and benefits. Our comprehensive health benefits start at day 1 which includes a Health Spending Account. We match pension contributions up to 6% and give up a top-up for pregnancy & parental leaves up to 25%.
• You get extra time off for restoration. We close for an additional day on long weekends, 6 times a year. You can get up to six weeks' vacation, plus paid sick days, personal days & wellness days.
• We offer a family-friendly, caring, and flexible work environment.

We bring life-saving support in times of disaster. We help poor communities to take charge of their futures. We provide small loans and training that boost family livelihoods. We work with policy makers to change the way the world is run. Our Christian faith teaches us that every child, regardless of gender, faith or race, is a precious gift to the entire world - and that their wellbeing concerns us all. We shall never rest while children suffer in situations that can be changed.

Our Core Values: We are committed to the Poor. We are Christian. We are Stewards. We value People. We are Partners. We are Responsive.
Qualified candidates must be able to demonstrate a commitment to the core values and mission of the World Vision partnership.

World Vision Canada takes our Safeguarding responsibilities seriously and we provide an environment that is safe for our child and adult beneficiaries. We have strong recruitment procedures to make sure the safest and most suitable people work with the children in our programs. We provide our staff and volunteers with ongoing supervision, support and training in their work with child and adult beneficiaries.

World Vision Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Thank you for your interest; however only those applicants selected for an interview will be contacted.

Other details

• Job Family IT
• Job Function Manager/Supervisor
• Pay Type Salary
• Employment Indicator Fully Remote

• Mississauga, ON, Canada
• Virtual