Command and Control Senior Manager ( GREECE )

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    "jobOpeningName": "Command and Control Senior Manager ( GREECE )  ",
    "departmentLabel": "Command and Control Centre (C3)",
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    "location": {
      "city": "Toronto",
      "state": "Ontario",
      "postalCode": "0000",
      "addressCountry": "Canada"
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    "datePosted": "2024-09-12",
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    "description": "<p><br></p>\n<p><span style=\"color: #781d7d; font-size: 22px;\"> </span><span style=\"color: #781d7d; font-size: 22px;\"><span>Position Overview</span></span><span style=\"color: #781d7d; font-size: 22px;\"> </span></p>\n<p><span style=\"font-size: 16px;\"><span>The C3 Senior Manager </span><span>is responsible for</span><span> the day-to-day management and operations of the Command-and-Control Centre (C3)</span><span>.  </span><span>The C3 acts as the single point of contact for </span><span>Client</span><span> interaction and the resolution of service activities in support of </span><span>Client</span><span> requests</span><span>.  </span><span>Support activities for service may be </span><span>Client</span><span> generated, auto generated, or via internal workflow</span><span>.  </span><span>C3 Management is accountable </span><span>to</span><span> ensuring that all processes, policies, and procedures of operations are fully compliant with the standards of ISO 20000, ITIL v3, and ISO 27001/2.</span></span><span style=\"font-size: 16px;\"> </span></p>\n<p><span style=\"font-size: 16px;\"><span>The purpose of this </span><span>role</span><span> is to provide the organization with a single point of accountability for the delivery of service excellence.</span><span>  The individual assigned to this post must provide the oversight and leadership necessary to elevate C3 as a business function to </span><span>operate</span><span> above the ninetieth (90</span></span><span style=\"font-size: 13px;\"><span>th</span></span><span style=\"font-size: 16px;\"><span>) percentile when measured against industry leaders</span><span>.  </span><span>This includes staff optimization (increase output and reduce cost), continuous service improvement, reduction - formal acceptance - or mitigation of risk, and to develop a culture of knowledge sharing in support of service excellence</span><span>.  </span></span><span style=\"font-size: 16px;\"> </span></p>\n<p><span style=\"color: #300a48; font-size: 22px;\"> </span></p>\n<p><span style=\"color: #781d7d; font-size: 22px;\"><span>Job Responsibilities</span></span><span style=\"color: #781d7d; font-size: 22px;\"> </span></p>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager leads the C3 (Command and Control Centre) Service Desk function and is accountable for process mapping between staff and controls in relation to Event Management, Incident Management, and Problem Resolution</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is accountable to guarantee both passive and active monitoring tools are in place and fully functional 24x7x365 to </span><span>maintain</span><span> 100% compliance for data capture for any change in any Configuration Item (CI) or Service under management</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager</span><span> is responsible to ensure that monitoring systems and practices are constantly tuned to guarantee Event management is focused on generating and detecting meaningful notifications about the</span> <span>statu</span><span>s of the IT infrastructure and S</span><span>ervices</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> generating daily, weekly, monthly, quarterly, and annual compliance reports that Event Management is functioning within a complaint state; where variations occur, clear documentation is present to show remediation timelines and plans for audit purpose</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is accountable and responsible for ensuring end-to-end compliance to </span><span>established</span><span> Service Level Agreements (SLAs) and Service Level Objectives (SLOs)</span><span> for </span><span>all aspects of the service desk function</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<p><span style=\"font-size: 16px;\"> </span></p>\n<p><span style=\"font-size: 16px;\"> </span></p>\n<p><span style=\"font-weight: bold;\"><span style=\"font-size: 16px;\"><span>Service Operation / </span><span>Incident Management</span></span></span><span style=\"font-size: 16px;\"> </span></p>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager leads the C3 (Command and Control Centre) Service Desk function and is accountable for process mapping between staff and controls in relation to Incident Management</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is accountable for planning, management, and operations of all tools, processes, and people involved in the Incident Management process</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> coordinating all interfaces between Incident Management and other Service Management Processes</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> generating daily, weekly, monthly, quarterly, and annual compliance reports that Incident Management is achieving greater than the 90</span></span><span style=\"font-size: 13px;\"><span>th</span></span><span style=\"font-size: 16px;\"><span> percentile in efficiency, cost, and </span><span>Client</span><span> satisfaction</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is accountable and responsible for the end-to-end management, oversight, escalation (technical and management), and communications for all Major Incidents</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<p><span style=\"font-weight: bold;\"><span style=\"font-size: 16px;\"><span>Service Operation</span><span> / Request Fulfillment</span></span></span><span style=\"font-size: 16px;\"> </span></p>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager leads the C3 (Command and Control Centre) Service Desk function and is accountable for process mapping between staff and controls in relation to Request Fulfillment</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> generating daily, weekly, monthly, quarterly, and annual compliance reports that Request Fulfillment is achieving greater than the 90</span></span><span style=\"font-size: 13px;\"><span>th</span></span><span style=\"font-size: 16px;\"><span> percentile in efficiency, cost, and </span><span>Client</span><span> satisfaction</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is accountable and responsible to ensure proactive oversight, guidance, and direction is supplied on a day-to-day basis to staff in relation to Request Fulfillment  </span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is responsible to </span><span>maintain</span><span> a First Contact Closure rate of no less than the 90</span></span><span style=\"font-size: 13px;\"><span>th</span></span><span style=\"font-size: 16px;\"><span> percentile when measured against industry standards</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is responsible to </span><span>maintain</span><span> a </span><span>Client</span><span> Satisfaction rating of no less than the 90</span></span><span style=\"font-size: 13px;\"><span>th</span></span><span style=\"font-size: 16px;\"><span> percentile when measured against industry standards; this includes coordination with marketing to ensure both automated and manual processes are in place to measure </span><span>Client</span><span> satisfaction for surveys and other tools</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<p><span style=\"font-weight: bold;\"><span style=\"font-size: 16px;\"><span>Service Operation</span><span> / Problem Management</span></span></span><span style=\"font-size: 16px;\"> </span></p>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager leads the C3 (Command and Control Centre) Service Desk function and is accountable for process mapping between staff and controls in relation to Problem Management</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> generating daily, weekly, monthly, quarterly, and annual compliance reports that Problem Management is achieving greater than the 90</span></span><span style=\"font-size: 13px;\"><span>th</span></span><span style=\"font-size: 16px;\"><span> percentile in efficiency, cost, and </span><span>Client</span><span> satisfaction</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is accountable and responsible to guarantee that Problems are logged, categorized, prioritized, </span><span>investigated</span><span> and diagnosed, known error recording occurs, resolution management, and leads Major Problem Review and reporting </span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is responsible to coordinate with all resources both internal and external to ensure effective and efficient use of company resources in closure and management of the Problem Management function</span><span> </span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<p><span style=\"font-weight: bold;\"><span style=\"font-size: 16px;\"><span>Service Operation</span><span> / Access Management</span></span></span><span style=\"font-size: 16px;\"> </span></p>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager leads the C3 (Command and Control Centre) Service Desk function and is accountable for process mapping between staff and controls in relation to Access Management</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> generating daily, weekly, monthly, quarterly, and annual compliance reports that Access Management achieves a secure operations practice to protect all Configuration Items (CI</span><span>)</span><span> and Services aligned to ISO 27001/2 standards</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is responsible to educate and inform all Operations personnel of security practices and policies to </span><span>maintain</span><span> compliance to ISO 27001/2 standards</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<p><span style=\"font-weight: bold;\"><span style=\"font-size: 16px;\"><span>Continual Service Improvement / 7 Step Improvement process</span></span></span><span style=\"font-size: 16px;\"> </span></p>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> defining service </span><span>objectives</span><span> and measurements to collect, process, and analyze relevant data to present to senior management with recommendations for service improvement, aligned to the 7 Step Improvement Process</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> developing and </span><span>maintaining</span><span> the continual service improvement plan and enacting changes for improvement</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> managing the CSI register </span><span>as a tool to document, analyze, and plan for improvements</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<p><span style=\"font-weight: bold;\"><span style=\"font-size: 16px;\"><span>Continual Service Improvement / Service Measurement</span></span></span><span style=\"font-size: 16px;\"> </span></p>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is accountable for defining the technology, process, and service metrics that are used to </span><span>identify</span><span> service measurement and service improvement opportunities</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> documenting and proposing service improvements on a regular basis based on analysis of defined service measurements</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> promoting and tracking the progress of service measurement and service improvement requests, with </span><span>timely</span><span> escalation to the Vice President, Operations when presented with challenges to effective implementation of either</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<p><span style=\"font-size: 16px;\"> </span></p>\n<p><span style=\"font-weight: bold;\"><span style=\"font-size: 16px;\"><span>Continual Service Improvement / </span><span>Service Reporting</span></span></span><span style=\"font-size: 16px;\"> </span></p>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager is accountable for the </span><span>timely</span><span> delivery of daily, weekly, monthly, quarterly, and annual reports </span><span>regarding</span><span> the status and effectiveness of service improvement</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>The Senior Manager </span><span>is responsible for</span><span> using feedback from service owners, Incidents, Problems, Service Requests, and documented effectiveness gaps to </span><span>identify</span><span> service measurement and service improvement opportunities</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<p><span style=\"font-size: 16px;\"> </span></p>\n<p><span style=\"color: #781d7d; font-size: 22px;\"><span>Job Requirements</span></span><span style=\"color: #781d7d; font-size: 22px;\"> </span></p>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>5</span><span> to 10</span><span>+ years of </span><span>previous</span> <span>operations experience as a Senior Manager with direct </span><span>experience in a Data Centre, Cloud Computing, Managed Services, or Hosting environment</span><span> as associated to ITIL and ITSM practices</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>Bachelor’s degree in </span><span>computer science or relevant area or accumulated on the job experience within the IT/Technology Services industry</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>Demonstrated leadership, communication, and technical writing skills </span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>A</span><span>dvanced skills in</span><span> a wide array of technologies to ensure operational </span><span>expertise</span><span> and technologies that are aligned to the Services offered by the company</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>Ability to budget, multi-task, prepare reports, and measure results </span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px;\"><span>Must speak</span><span> and write</span><span> fluent</span><span>ly in the</span><span> English</span><span> language</span></span><span style=\"font-size: 16px;\"> </span></li>\n</ul>",
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