Express Scripts Canada is actively looking for a Senior Manager, End User Services who will report to the Director Technology Services. The Sr Manager, End User Services will manage the ESC Service Desk, Application Support, Desktop Support and Facilities. The Sr Manger will also be the Business Process Owner (BPO) for the non-inventory procurement aspect of ESC’s MS Dynamics AX ERP.
Manage the delivery of end user services to the organization (all Canadian locations) such as: new employee onboarding/decommissioning, ownership/admin of ESC’s self-service helpdesk ticketing system including workflow automation, incident management and escalation, admin of corporate cell plan, maintain licensing (e.g. Microsoft/Symantec), application support, Standard Operating Procedures (SOP’s). Departmental KPI’s,
Directly manage personnel including coaching, performance and productivity
Cultivate and reinforce appropriate group values, norms and behaviors
Maintain quality of service by establishing and enforcing organizational standards
Identify and analyze technical problems, plan, task and solution
Manage or participate in various types of special projects including cyclical technology refresh, ongoing initiatives and one–time projects (e.g. windows/office upgrades/Rightfax implementation…)
Participate in annual infrastructure planning exercises
Proactively seek out cost savings through operational efficiencies and value added activities
Collaborate with other internal departments
Hands on familiarity with current IT systems, including networks, servers, data security systems and VOIP telephony
Strong technical skills in LAN, including switching, server and related peripherals
Be literate in all Microsoft Desktop and Server O/S and products
Manage the facilities needs of the Mississauga, Montreal, Toronto and Canadian Pharmacy Offices. Maintain relationship with the property owner, manage floor plans/seating, cleaning services, company signage, setup for Company Town Hall meetings and document destruction services.
Manage PO process for the IS team (PO creation, matching to invoices, review for correctness, obtaining signature). Maintaining the PO log system for IS. The manager owns the process and needs to ensure all people involved are following the process, looking for opportunities to improve it to become more efficient. A large part is IS related procurement activities, the person would own vendor relations with key suppliers. This person is the BPO for the non-inventory PO’s.
Manage the budget and labour forecasts of the department.
Manage the End User Services team, which includes desktop maintenance and support services and end-user help desk ensuring a high level of internal customer service/satisfaction.
Manage direct reports and assist in the organization development, talent planning of individuals throughout the IS team. Be an active contributor to the IS leadership team.
Bachelor’s degree computer science or related field, or equivalent work experience
5 years’ experience in a technology services / end user support service
3 years’ of team leadership experience
Knowledge of industry standards such as the information technology information library (ITIL)
Experience with ITSM applications such as Cherwell
Working knowledge of PC applications, i.e., Microsoft Office (Word, Excel (pivot tables), PowerPoint, and Access) and Internet required.
Customer Service oriented
End User Technologies (ranging from cell phone to videoconferencing to PC based technologies)
Experience in IS Procurement and contract interpretation/negotiation
Ability to stand in front of a large audience and speak with authority End User technologies Incident Management and Facility related topics.
Ability to communicate incidents to customers
Willingness to work a flexible schedule to accommodate project deadlines, limited travel and on call rotation
ABOUT EXPRESS SCRIPTS CANADA
Express Scripts Canada, a registered business name of ESI Canada, an Ontario partnership indirectly controlled by Express Scripts, Inc. (Nasdaq: ESRX), is one of Canada’s leading providers of health benefits management services. From its corporate headquarters in Mississauga, Ontario, just outside Toronto, Express Scripts Canada provides a full range of integrated pharmacy benefit management (PBM) services to insurers, third-party administrators, plan sponsors and the public sector, including health-claims adjudication and processing services, Home Delivery Pharmacy Services, benefit-design consultation, drug-utilization review, formulary management, and medical and drug-data analysis services, to better facilitate the best possible health outcomes at the lowest possible cost.
It will be a condition of employment that the successful candidate receives the Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation in order to receive Clearance if required.
We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.
We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.
We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.
Thank you for your interest in this position however, only qualified candidates will be contacted for an interview. No telephone calls please.