AVP, End User Services

Company: CGIC

Department: IT

Employment Type: Regular Full-Time 

Work Model: Hybrid 

Language: English is required, French is an asset.

Additional Information: This/these role(s) is/are currently vacant.

The Opportunity:

We are a leading Canadian financial services cooperative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

The AVP, End User Services will provide thought leadership and subject matter expertise in End User Support encompassing primary IT functions that touch an end-user. In this key role, your experience and understanding of the art of possible in the areas of Collaboration Tools, Desktop Management, End User Support, IT ServiceDesk, and Service Management is greatly valued. In this role, you will partner with internal technology and business functions, as well as strategic partners and suppliers, to improve the employee experience.  The AVP End User Services will transform operations with a lens to the future and drive innovation to achieve strategic business goals and objectives. Exemplary customer service awareness, operational risk management, and collaboration for elevated outcomes to drive critical decisions and resolve complex issues will be instrumental for success in this role.

How You Will Create Impact:

• Develop a vision for an optimized employee experience working model and drive a strategy to achieve that vision working with our partners.
• Manage day-to-day End User Services (EUS) operations and ensure foundational capabilities, including vendor management, and total cost of ownership.
• Transform, manage and lead in a 24x7 environment.
• Manage Microsoft 365 license allocations, reservations, and Enterprise Agreement, MDM and Intune.
• Transform and maintain hardware and software asset inventories and depots.
• Develop, document, and measure EUS-associated KPIs for internal team(s) and vendors and inspire continuous improvement.
• Analyze patterns in business activity cycles and user personas to understand, anticipate, and influence user demands.
• Measure, monitor, and maintain the team’s ability to meet or exceed Service Level Objectives.
• Identify critical system issues and engage cross-functional teams and external vendors for timely incident resolution and problem management for recurring issues.
• Support ongoing monitoring of the environment and perform periodic assessment of the environment and take proactive steps to mature the technology, process, and associated services delivery
• Leverage existing, emerging, and innovative technologies to enhance the user experience, mitigate security risks and improve/streamline technology services processes.
• Fosters strong internal and external networks and works with and across multiple teams to achieve business objectives.
• Lead and engage your team to deliver strategic objectives through effective coaching and mentoring, identifying and developing emerging talent, and fostering an innovative, collaborative, and agile culture.

How You Will Succeed:

• You initiate new strategies to capitalize on opportunities and lead the implementation of organizational change.
• You integrate complex information to identify solutions or solve problems and apply a strategic mindset to adjust business plans.
• You foster innovation and continuous improvement with a focus on client experience. 
• You create a high-performance culture through alignment of your team’s work with organizational goals and successfully convey messages with a sense of positive advocacy.  
• You develop others to ensure the evolving needs of the organization will be met and build effective relationships to achieve key business objectives.

To Join Our Team:

• Degree in Information Technology or Computer Science with seasoned (over 15 years) progressively responsible IT experience, or equivalent combination of education and experience.
• Solid understanding of Evergreen IT and Zero Trust concepts and architecture.
• Demonstrated experience in delivering technology solutions for endpoints covering the full end-to-end lifecycle across Large Enterprises at scale.
• Strong understanding and experience developing and deploying Collaboration solutions, Video and Event technology capabilities meeting the needs of today’s Hybrid workforce.
• Established experience in IT Service Management including Global IT ServiceDesk and Onsite Support.
• Overall understanding of IT Infrastructure, Cybersecurity and data privacy, and how to balance the requirements with employee productivity objectives with overall budgetary considerations.
• Experience in developing and leading high functioning teams.

What You Need To Know:

• As a leader, strict confidentiality is required with respect to sensitive matters and employees’ personal information.
• You will be subject to a background check as a condition of employment, in the event you are the successful candidate.

What’S In It For You?

• Training and development opportunities to grow your career. 
• Flexible work options and paid time off to support your personal and family needs. 
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture. 
• Paid volunteer days to give back to your community. 
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.