AVP, IT Services

June 09, 2021

Job Description

There When It Matters for 175 YearsThis year, we are proud to celebrate our 175th anniversary. Since our founding in Quebec in 1846, we've been committed to improving the financial health of all of our clients. We are driven by the opportunity to help families thrive, communities grow and businesses succeed. As our roots have grown stronger than ever before, we are ready to lead the way for the next 175 yearsLaurentian Bank Financial Group (LBCFG) is a diversified financial services provider whose mission is to help its customers improve their financial health. The Laurentian Bank of Canada and its entities are collectively referred to as Laurentian Bank Financial Group (the "Group" or the "Bank"). With more than 2,900 employees guided by the values of proximity, simplicity and honesty, the Group provides a broad range of advice-based solutions and services to its personal, business and institutional customers. With pan-Canadian activities and a presence in the U.S., the Group is an important player in numerous market segments.This role sits within LBC Tech, a subsidiary of Laurentian Bank Financial Group.


Reporting to the Senior Vice President Technology, the AVP IT Services role is responsible for leading our technical support team to provide excellent customer service and resolve all technical issues. Your solid technical background combined with excellent customer service experience are foundational for success in this role. A proven problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. Specific responsibilities:º Establishing and managing specific customer service standards, leads the delivery of all desktop and mobile applications and support services, leveraging internal IT resources or 3rd party service providers as requiredº Follow up with customers to identify areas of improvementº Oversees the management of service desk tickets, implements service level objectives and reporting developing daily, weekly and monthly reports on service desk's productivityº Performs cost of services comparisons to drive the selection of which services to maintain, supplement, downgrade or removeº Establishes and monitors key performance indicators, taking effective action where results are below internal and vendor SLA targetsº Ensures that operating efficiency improvements are introduced as the life cycle of systems progress, business direction evolves, the IT industry develops, or vendors introduce proposalsº Aligns IT support services priorities and expenditures with the business direction as set by the bankº Manages over night batch processing and daily scheduled IT Systems Operations º Provides key recommendations to the Senior Vice President Technology regarding suggested investments and service changes, including the lifecycle management and ever greening of systems and technology to ensure continued healthº Oversee the management of Telephony infrastructure for multi location call centres º Represent IT Services as a key contributor in Business projects and changesº Ensures that effective ITIL-based best practices are maintained for interactions with support vendors


º Bachelors or Masters Degree in technical or business discipline or related experienceº More than 10 years related experience with 5 years in leadership role in a 24x7 operating IT environmentº Proven track record of providing excellent customer service in a complex and multi location environmentº Demonstrated experience managing and supporting a help/service desk for both insourced and outsourced applications, services and infrastructureº Solid technical background with an ability to give instructions to both technical and non-technical audienceº Experience with establishing and managing Incident, Problem and Change Management best practicesº Proven experience with service desk tools and processesº Excellent written and verbal communications skillsº Experience applying ITIL best practicesº French an assetOther:º On call availability º After hours and weekend implementations management and co-ordination

Additional Information

We are proud to be an equal opportunity employer and are committed to fostering an inclusive and accessible work environment that reflects the diversity of our customers and our communities. We welcome and encourage applications from individuals from all groups, including Indigenous people, women, visible minorities, and persons with disabilities, regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other legally-protected ground. Accommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.

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