Manager, Service Delivery
CurrentReporting to the Director, Technology Services, I am responsible for delivering and providing an outstanding user experience when deploying new applications and technologies to BC Housing. Some of my current core responsibilities:- Enhance service quality and prevent future issues through proactive solutions.- Collaborate with IT management to align Service Desk support with system projects and change management procedures.- Oversee and provide leadership, coaching, and guidance to the Service Desk team in managing endpoint hardware and software for over 1,200 internal employees.- Lead continuous service improvement initiatives for the Service Desk and ITSM application.- Lead incident management.- Report on Service Desk performance and document resolutions to identify problem areas.- Participate in the change management team, assessing risk and control for application, service, and system changes.- Manage recruitment, onboarding, training, and coaching of new staff members.
