City : TORONTO, Ontario

Category : Full-Time

Industry : The Bay Technology

Employer : The Bay

Who We Are:

Saks Cloud Services (SCS) is an operating company within Saks, the premier digital platform for luxury fashion. SCS provides IT infrastructure services, technology consulting and systems integration services, while also serving as a software reseller and service provider.

Role Summary:

We are seeking a dynamic and experienced Senior Manager to lead our IT Service Management (ITSM) team, overseeing critical ITSM practices and operational functions. The ideal candidate will possess comprehensive expertise in Incident Management, Problem Management, Change Management, Service Request Catalog Management, and ITSM reporting. This role also involves leadership responsibilities for the IT Service Desk, Major Incident Management, and Integrated Command Center teams. The Senior Manager will ensure seamless operations, effective incident response, and optimal service delivery while liaising with IT network operations control and managing the ITSM tool and vendor support. Proficiency in Cherwell and Jira Service Management (JSM) is preferred. Reporting directly to the Director of Platform Visibility, ITSM, Cherwell & Service Desk Support, this role offers a unique opportunity to shape and elevate our ITSM strategies.

Key Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or a combination of equivalent work experience & education.

• ITIL 4 certification (Foundation or higher) is a must.

• Minimum of 5 years of experience in IT Service Management, with at least 5 years in a leadership or managerial role.

• Minimum of 5 years of vendor management experience.

• Proven expertise in Incident Management, Problem Management, Change Management, Service Request Catalog Management, and ITSM reporting.

• Strong experience with IT Service Desk, Major Incident Management, and Integrated Command Center operations.

• Ability to host meetings with various levels of leadership to get to desired outcomes.

• Proficiency in IT network operations control and infrastructure monitoring.

• Prior experience managing ITSM tools, preferably Cherwell and Jira Service Management (JSM).

• Experience with New Relic, PagerDuty/Ops Genie & Atlassian suite of products will be an asset.

• Excellent leadership, team management, and communication skills.

• Ability to collaborate effectively across cross-functional teams and manage vendor relationships.

• Strong analytical and problem-solving abilities.

Role Description:

• Lead, mentor, and manage a team of ITSM professionals, ensuring efficient execution of Incident Management, Problem Management, Change Management (CAB), Service Request Catalog Management, and ITSM reporting.

• Oversee the IT Service Desk, Major Incident Management, and Integrated Command Center teams, ensuring timely and effective incident resolution and IT infrastructure monitoring.

• Prepare and host meetings with business stakeholders to build relationships and gather business requirements as needed.

• Collaborate with IT Network Operations Control for seamless monitoring of IT infrastructure, network, and applications, driving proactive issue identification and resolution.

• Manage the team and vendor supporting the ITSM tool, ensuring optimal tool performance, configuration, and ongoing enhancements.

• Drive ITSM process improvements and standardization, enhancing operational efficiency and service quality.

• Collaborate with stakeholders to define, track, and report key ITSM metrics, driving continuous improvement and visibility into service performance.

• Provide strategic guidance to align ITSM practices with business goals, ensuring a customer-centric approach to service delivery.

• Stay abreast of industry trends, best practices, and emerging technologies in ITSM and apply relevant insights to enhance our IT service capabilities.

Your Life and Career at Saks:

• Be a part of an entrepreneurial team hyper focused on massive growth 

• Benefits package for all eligible full-time employees (including medical, vision and dental) 

• An amazing employee discount 

Thank you for your interest with Saks. We look forward to reviewing your application.

Saks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Saks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Saks welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.