Jobs in Canada

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Added 13 mins ago
FB
Health & Safety Support Manager
Flogas Britain
Field, BC
- Full-time
How you’ll power our business as a Health and Safety Support Manager
Added 22 mins ago
WC
(CAN) Self Checkout Attendant
Wal-Mart Canada Corp
Waterdown, ON
- Part-time
…opportunity to build valuable skills in customer service and retail operations. The Self‑Checkout Attendant supports a positive shopping experience by providing friendly, helpful service…
Added 1 hour ago
Front End - Supervisor Front End II
Sobeys
Woodstock, NB
What began as a meat delivery business in Stellarton, Nova Scotia has grown to over 128,000 teammates at corporate-owned and franchised store locations. Sobeys Capital Incorporated and its…
Added 1 hour ago
AA
RESPONSABLE DE LA PLANIFICATION BASELINE (LONG TERME) / BASELINE (LONG TERM) PLANNING MANAGER
Airbus Aircraft
Montreal, QC
- Contract
Diplôme d'études collégiales (DEC) ou Baccalauréat en gestion des opérations, génie industriel ou génie mécanique (ou expérience équivalente).
Added 1 hour ago
WC
Overnight Lead Department Manager
Walmart Canada
Langley (District), BC · Langley, BC
- Full-time
Position Summary...Working as an Overnight Lead Department Manager at Walmart Canada is a great opportunity to build leadership experience in a fast‑paced retail environment. In this role,…
Added 1 hour ago
MC
Store Lead
Moores Clothing
Winnipeg, MB
- Full-time
Participates in driving business outreach opportunities and communicates leads to Store Manager.
Added 1 hour ago
FR
Strata Coordinator
FirstService Residential Canada
Vancouver, BC
- Full-time
Must have a Strata Manager License
Added 1 hour ago
ES
National Account Manager
Essex Solutions
ON · Simcoe, ON
- Full-time
We are seeking a highly motivated and results-oriented National Account Manager to manage key customer relationships and drive profitable growth within the energy and electrical markets.…
Added 2 hours ago
W
(CAN) Directs Store Delivery Associate
Walmart
Prince George, BC
- Part-time
Works closely with the Operations Manager and Office Support Associate to identify and resolve receiving issues or discrepancies efficiently.
Added 2 hours ago
W
Overnight Lead Department Manager
Walmart
Langley (District), BC
- Full-time
Working as an Overnight Lead Department Manager at Walmart Canada is a great opportunity to build leadership experience in a fast‑paced retail environment. In this role, you lead and…
Added 2 hours ago
HT
Payroll Manager, Americas
Husky Technologies
Bolton, ON
- Full-time
Our Payroll Manager based in Bolton Ontario would be responsible for the Americas (US/Canada/Latam) payroll operations, ensuring accurate, timely, and compliant processing across the U.S.,…
Added 2 hours ago
E
Manager, Marketing & Demand Generation
EERS
Montreal, QC
- Full-time
…partnering directly with the Director of Commercialization to close business - while directing brand presence across digital, clinical, conference, and commercial…
Added 3 hours ago
GR
Assistant Store Manager - Karl Lagerfeld Paris
GIII Retail Group
Calgary, AB
- Full-time
At Karl Lagerfeld Paris, our Assistant Managers directly help to drive our business success. They work directly with our Store Managers to promote operational effectiveness and ensure that…
Added 3 hours ago
GR
Store Manager - Karl Lagerfeld Paris
GIII Retail Group
Calgary, AB
- Full-time
Partner with the Regional Manager and other business partners to communicate results, address challenges, and execute company initiatives.
Added 3 hours ago
NB
Associate
National Bank of Canada
Victoria, BC
- Temporary
Analyze client accounts to prepare for activities that support wealth advisors in their business development
Added 3 hours ago
NB
Regional Sales Director Equipment Finance Vendor Sales
National Bank of Canada
Montreal, QC
- Full-time
regional Vendor Sales team and execute a business plan focused on growing
Added 3 hours ago
AH
Supervisor, Health Information Management
Alberta Health Services
Fort McMurray, AB
- Temporary
…in Health Information Management and reports directly to the Manager, Health Information Management. This position is responsible and accountable for providing the direction, team…
Added 3 hours ago
PC
Gestionnaire de produits / Product Manager
PIP Canada
Laval, QC
- Full-time
…produits, en assurant l’alignement des équipes des ventes, des opérations, de l’ingénierie, de la qualité et de la chaîne d’approvisionnement autour des objectifs d’affaires et des…
Added 3 hours ago
PC
Chef(fe) d’équipe, expérience client/Team Lead, Customer Experience
PIP Canada
Laval, QC
- Full-time
…in Laval, QC. Reporting directly to the Customer Experience Manager, the Team Lead, Customer Experience is responsible for monitoring, supporting, and coaching their team of Customer…
Added 3 hours ago
PC
Gestionnaire principal(e), Produits et Marketing/Senior Manager, Product and Marketing
PIP Canada
Laval, QC
- Full-time
Le poste est basé à Laval, au Québec, avec un minimum de 4 jours par semaine au bureau et une certaine flexibilité selon les besoins de l’entreprise
Added 3 hours ago
ON
Assistant Manager - Toronto Premium
Old Navy
Georgetown, ON
- Full-time
As an Assistant Manager, you set the tone for the store and the team and help bring our brand to life for our customers. You’re responsible for driving profitable sales growth through all…
Added 4 hours ago
LC
Software Development Manager
Lightspeed Commerce, Inc.
Remote, Canada
- Full-time
- Remote
Lightspeed Financial Services is looking for a Software Development Manager in North America to grow and lead our technical team within the Financial Services organization.
Added 4 hours ago
BT
Manager, Financial Accounting
Bison Transport
Winnipeg, MB
- Full-time
The Manager, Financial Accounting leads the financial accounting function and is accountable for the timely, accurate, and complete preparation of monthly, quarterly, and annual financial…
Added 4 hours ago
L
Sr. Director, Medical Affairs - Neuroscience
Lilly
Toronto, ON
- Full-time
…least 50% of the time), determined in collaboration with your manager and based on business…
Added 5 hours ago
W
Asset Protection Associate
Walmart
Kitchener, ON
- Full-time
…investigations, escalates information to the Market Loss Prevention Manager in accordance with Company guidelines. Conducts or supports investigations related to internal theft, external…

Cloud Carib

Command and Control Senior Manager ( GREECE )

Toronto, ON, Canada

Hybrid

Apply on cloudcarib.bamboohr.com About employer

Applications open in a new tab.

Job details

Workplace: Hybrid
Posting language: English
Posted: Sep 12, 2024

Original job description

Position Overview

The C3 Senior Manager is responsible for the day-to-day management and operations of the Command-and-Control Centre (C3). The C3 acts as the single point of contact for Client interaction and the resolution of service activities in support of Client requests. Support activities for service may be Client generated, auto generated, or via internal workflow. C3 Management is accountable to ensuring that all processes, policies, and procedures of operations are fully compliant with the standards of ISO 20000, ITIL v3, and ISO 27001/2.

The purpose of this role is to provide the organization with a single point of accountability for the delivery of service excellence. The individual assigned to this post must provide the oversight and leadership necessary to elevate C3 as a business function to operate above the ninetieth (90th) percentile when measured against industry leaders. 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.

Job Responsibilities

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

The Senior Manager is accountable to guarantee both passive and active monitoring tools are in place and fully functional 24x7x365 to maintain 100% compliance for data capture for any change in any Configuration Item (CI) or Service under management

The Senior Manager 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 status of the IT infrastructure and Services

The Senior Manager is responsible for 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

The Senior Manager is accountable and responsible for ensuring end-to-end compliance to established Service Level Agreements (SLAs) and Service Level Objectives (SLOs) for all aspects of the service desk function

Service Operation / Incident Management

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

The Senior Manager is accountable for planning, management, and operations of all tools, processes, and people involved in the Incident Management process

The Senior Manager is responsible for coordinating all interfaces between Incident Management and other Service Management Processes

The Senior Manager is responsible for generating daily, weekly, monthly, quarterly, and annual compliance reports that Incident Management is achieving greater than the 90th percentile in efficiency, cost, and Client satisfaction

The Senior Manager is accountable and responsible for the end-to-end management, oversight, escalation (technical and management), and communications for all Major Incidents

Service Operation / Request Fulfillment

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

The Senior Manager is responsible for generating daily, weekly, monthly, quarterly, and annual compliance reports that Request Fulfillment is achieving greater than the 90th percentile in efficiency, cost, and Client satisfaction

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

The Senior Manager is responsible to maintain a First Contact Closure rate of no less than the 90th percentile when measured against industry standards

The Senior Manager is responsible to maintain a Client Satisfaction rating of no less than the 90th percentile when measured against industry standards; this includes coordination with marketing to ensure both automated and manual processes are in place to measure Client satisfaction for surveys and other tools

Service Operation / Problem Management

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

The Senior Manager is responsible for generating daily, weekly, monthly, quarterly, and annual compliance reports that Problem Management is achieving greater than the 90th percentile in efficiency, cost, and Client satisfaction

The Senior Manager is accountable and responsible to guarantee that Problems are logged, categorized, prioritized, investigated and diagnosed, known error recording occurs, resolution management, and leads Major Problem Review and reporting

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

Service Operation / Access Management

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

The Senior Manager is responsible for generating daily, weekly, monthly, quarterly, and annual compliance reports that Access Management achieves a secure operations practice to protect all Configuration Items (CI) and Services aligned to ISO 27001/2 standards

The Senior Manager is responsible to educate and inform all Operations personnel of security practices and policies to maintain compliance to ISO 27001/2 standards

Continual Service Improvement / 7 Step Improvement process

The Senior Manager is responsible for defining service objectives 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

The Senior Manager is responsible for developing and maintaining the continual service improvement plan and enacting changes for improvement

The Senior Manager is responsible for managing the CSI register as a tool to document, analyze, and plan for improvements

Continual Service Improvement / Service Measurement

The Senior Manager is accountable for defining the technology, process, and service metrics that are used to identify service measurement and service improvement opportunities

The Senior Manager is responsible for documenting and proposing service improvements on a regular basis based on analysis of defined service measurements

The Senior Manager is responsible for promoting and tracking the progress of service measurement and service improvement requests, with timely escalation to the Vice President, Operations when presented with challenges to effective implementation of either

Continual Service Improvement / Service Reporting

The Senior Manager is accountable for the timely delivery of daily, weekly, monthly, quarterly, and annual reports regarding the status and effectiveness of service improvement

The Senior Manager is responsible for using feedback from service owners, Incidents, Problems, Service Requests, and documented effectiveness gaps to identify service measurement and service improvement opportunities

Job Requirements

5 to 10+ years of previous operations experience as a Senior Manager with direct experience in a Data Centre, Cloud Computing, Managed Services, or Hosting environment as associated to ITIL and ITSM practices

Bachelor’s degree in computer science or relevant area or accumulated on the job experience within the IT/Technology Services industry

Demonstrated leadership, communication, and technical writing skills

Advanced skills in a wide array of technologies to ensure operational expertise and technologies that are aligned to the Services offered by the company

Ability to budget, multi-task, prepare reports, and measure results

Must speak and write fluently in the English language

Apply on cloudcarib.bamboohr.com About employer

More about this job

Responsibilities

The Senior Manager will lead the service desk, make sure monitoring and reporting run around the clock, manage major incidents and escalations, and drive service improvement. The role also oversees staff and processes to meet SLAs and client satisfaction targets.

Requirements

Candidates need 5 to 10+ years of senior operations experience in a data centre, cloud, managed services or hosting setting, with ITIL and ITSM knowledge. A bachelor's degree in computer science or a related area is preferred, or equivalent on-the-job experience, along with fluent English.

Skills

ITIL v3
ITSM
ISO 20000
ISO 27001/2
Incident Management
Problem Management
Request Fulfillment
Access Management
Event Management
Service Level Management
Continual Service Improvement
7 Step Improvement Process
Service Measurement
Monitoring tools
Major incident management
Technical writing
Budget management
Compliance reporting
Staff leadership
Data centre operations
Cloud computing
Managed services
Hosting
English fluency

Keywords

Command and Control Centre
C3
service desk management
ITIL v3
ITSM
ISO 20000
ISO 27001
ISO 27002
incident management
problem management
request fulfillment
access management
event management
SLA management
continual service improvement
7 Step Improvement Process
service measurement
monitoring
data centre
cloud computing

Seniority

Senior

Languages

English

Fields of study

computer science

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Work requirements

Jobs in Canada