Present today on 5 continents, the LCI Education network has 23 campuses of higher education and some 3000 employees who train, every year, more than 17 000 students around the world. From one country to another, LCI Education favors the harmonization of its programs, which allows for greater flexibility, better control over the quality of its services and a deeper respect for the various cultures it meets.
The IT Service Director is in charge of managing the user support teams for the various LCI locations. He/She is responsible for providing users with the technology and systems necessary for their daily activities, but also for ensuring that technology, infrastructure and networks on the various campuses function properly.
- Implements an IT service action plan in line with the strategic vision and in line with the needs of the company and the various campuses in partnership with the various IT Service Team Leaders on the various campuses around the world.
- Manages IT services offered by the various IT Service Centres and, more specifically, oversees incident management, request management, access management, event management and problem management.
- Uses industry key performance indicators to continuously assess the value and performance of the services delivered by his/her team; uses quality, cost and customer satisfaction metrics to deliver the agreed-on level of service.
- Ensures the security, accessibility, availability and suitability of the various systems under his/her control.
- Ensures local technology infrastructure and networks function properly in the various countries, oversees their development and makes the necessary adjustments based on best practises and needs stated by users.
- Improves department processes and working methods.
- Works with technology suppliers to strategically manage IT equipment provision for users (physical workstations, computer equipment, etc.).
- Manages and leads with a focus on communication, innovation and commitment within his/her team and department unit.
- Manages budgets and timelines for IT Service team deliverables.
Skills and Requirements
- Bachelor’s degree in Computer Science, Engineering or IT Management
- 10 years of experience in the field of user tech support
- 8 years of relevant experience as an IT service manager in a complex environment with multiple international entities
- Understanding of and experience with implementing the ITIL v3 management framework
- Experience in managing external suppliers, business contracts and service level agreements
- Demonstrated ability to solve complex and diverse problems
- Demonstrated ability to create and deploy a technology strategy
- Customer-oriented and open to change and new technology
- Ability to collaborate with local and remote teams
- Structured, organized and rigorous
- Ability to maintain good interpersonal relationships and work on a team
- Leadership abilities, ability to help individuals meet their goals and to bring people together
- Truly bilingual (French, English)
The IT Service Director will work from the Casablanca offices, in partnership with resources located mainly in Montreal and Casablanca, and will be responsible for the following:
- Developing strategic avenues for improving user services
- Creating Service Level Agreement (SLA) reports
- Establishing a global IT service centre
- Outlining the world-wide IT services to be offered
- Managing demand
- Managing the capacity of the teams under his/her direction
Employment status: Full Time
- IT – Support: 10 years (Required)
- Service management: 8 years (Required)
- Quebec-equivalent Bachelor’s degree/BAC + 5 in information technology or equivalent (Required)
- Casablanca, Morocco (Required)
- French and English (Required)
Please note that only selected people will be contacted.
To simplify the text, we follow the rule that allows the masculine gender to be used with the neutral value.
We subscribe to an equal access program and invite women, visible minorities, ethnic minorities, Aboriginal people and people with disabilities to apply.
Adapted measures or tools can be offered to people with regard to their functional limitations (physical, auditory, visual, etc.) or in relation to their disability (learning, mental health, neurological, etc.). We invite you to make a request if necessary.