Senior Manager, IT Service Assurance
Senior Manager, IT Service Assurance – (Loveland, CO or Calgary, AB)At Nutrien, our Purpose is to grow our world from the ground up and we do so with safety and integrity as our core values. Nothing is more important than sending our people home safe, every day.Nutrien is a leading provider of agricultural products, services, and solutions. With approximately 20,000 employees world-wide, we are the largest producer of potash (by capacity) and one of the world’s largest producers of nitrogen and phosphate. We also operate a leading agriculture retail network that services over 500,000 growers.We harvest the best. Diverse views and experience make us strong. We look for people who have a safety-first mindset, who are collaborative team players, who deliver on their commitments, who are innovators in search of a better way, and who believe in inclusion. Working at Nutrien will provide you an opportunity to help us Feed the Future, and grow your career.Reporting to the Director, IT Service Management, the Senior Manager, IT Service Assurance is responsible for managing the IT Service Assurance team, services, principles and processes to ensure world class performance. This role serves across the enterprise and is responsible in seeing world-class IT support services and end user experience is delivered to the Nutrien organization. What you will do:Foster a culture of operational excellence and continuous improvement across the enterprise by providing a positive user experience and executing consistent levels of support alwaysChampions the application of service principles in business and IT processes through training, meeting and team facilitation, communication programs and team building activitiesEnsures that services meet the highest quality standards. Monitors and reports on improvement opportunitiesAnalyzes best-in-class processes, establishes customer satisfaction metrics, understands the interaction and relationship of business operations and operating systems and network processesSupports services to identify, track, escalate, resolve and report end user problemsResponsible for the overall development, support and maintenance of the service performance management processWorks with the business and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levelsProduces regular reports on service performance and achievement to stakeholdersOrganizes and maintains the service level review process with the business and service providers. Initiates any actions required to maintain or improve service levelsActs as the liaison for tracking, communicating and managing any temporary changes to service levels (e.g., extra support hours required by the business, reduced level services for maintenance initiated by service provider)Must be innovative in identifying means to improve IT service quality within established boundariesActs as a change agent to implement and manage quality improvement processes in service delivery managementRequires strong, results-oriented, pragmatic approach to problem solving and quality deliveryPossesses knowledge and expertise in IT service life-cycle management models and frameworks (e.g., ITIL) and process improvement frameworks (e.g., Six Sigma, TQM)Create and continually update the service level standards, policies and procedures in support of improving our end user experienceWork with the Service Management Office to promote a culture of business focused outcomes, consistently work closely with IT support staff and management team to lead resolution efforts of high and critical incidentsWhat you will bring:College diploma or university degree in computer science, information systems, computer engineering, or equivalentTraining and/or certification in ITIL, or a recognized HDI Service Desk certification preferredExperience using ServiceNow as a request system is preferredMinimum of 15 Years of Relevant Experience operating an Enterprise Service Desk team using enterprise ITIL processes (e.g. Change, Incident, Service Request Fulfillment, Service Catalog & Knowledge)Service orientated person with highly developed interpersonal communications skills, along with being metric driven so that decisions are based on facts through numbers. Organized, ability to work collaboratively in a team environment, proven hands-on technical skills with ability to execute multiple tasks concurrentlyStrong written and oral communication skillsProblem solve issues using a methodical approachStrong presentation and interpersonal skillsIndividual must demonstrate a continuous improvement mindsetAbility to present ideas in user-friendly language to audiences with varying levels of IT knowledge and have a strong affinity to business objectives Able to easily adjust their level of process discipline and formality to suit the requirements of the objectives at handAbility to network and build relationships within an organization to establish credibility and understanding with cross-functional teamsUnderstands the direction for Service Assurance and how it pertains to achieving business outcomes.Acts as a change agent to implement and manage best practices across the IT organization. Builds and cultivates mutually beneficial relationships with key stake holders representing a broad range of functions and levels; uses informal networks to get things done; builds strong external networks with people in the industry or profession.Effective with creative solutioning and communication to influence others or facilitate resolution of a problem / business issue. Uses negotiation skills when appropriate.Brings appropriate individuals together to accomplish business objectives; facilitates access to critical competencies; knows whom to call, whom to involve.Creates an environment encouraging the open exchange of information and viewpoints.Proactively shares timely updates and information with relevant parties.Applies self-management techniques to include: acting with integrity, demonstrating adaptability, setting personal development goals, and working efficiently.Experience working with multi-national teamsAre you a good match? Apply today!Nutrien is an equal opportunity employer that is committed to creating an inclusive workplace. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status,Apply for this job.