Position Title:  Service Manager IT

IT DATA SERVICE MANAGER

LOCATION: Toronto, CA

Be a part of a revolutionary change

At Rothmans, Benson & Hedges Inc. (“RBH”), Philip Morris International’s subsidiary in Canada, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products!

With huge change comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to advance your career in endlessly different directions.

Embracing Diversity, Equity, And Inclusion

We believe that diversity, equity, and inclusion are essential drivers of innovation and success. Our commitment is to create a workplace where everyone feels valued, respected, and empowered to share their unique perspectives.

We celebrate the innovation that diversity fosters and recognize that each employee's capabilities, experiences, and perspectives contribute to our teams and our work.

About the role

Responsible for overseeing the integration of mid-level IT services managed by external service providers. The role ensures service quality, coordinates knowledge transfer, and contributes to service improvement initiatives.

Your day to day

Service Integration & Coordination

• Coordinate the integration and management of multiple services, ensuring external service providers meet their obligations.
• Collaborate with collaborators and external service managers to address service issues and ensure smooth operations
• Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption.
• Act as the main point of escalation for major incidents, ensuring quick and efficient resolution to minimize business impact.

Service Quality Oversight

• Ensure that external services meet agreed-upon SLAs and performance metrics.
• Regularly review service quality, identifying areas for improvement and ensuring compliance with service standards
• Conduct root cause analysis for service disruptions and ensure preventive measures are implemented

Service Improvement Initiatives

• Participate in continuous improvement efforts by finding opportunities for service enhancement.
• Support initiatives to streamline processes, reduce costs, and improve overall service delivery.

Vendor & Partner Engagement

• Act as the point of contact for vendors and internal partners, ensuring effective communication and coordination for service integration.
• Facilitate knowledge transfer between external service providers and internal teams to maintain high-quality service delivery

Reporting & Issue Escalation

• Monitor service performance and provide regular reports to management.
• Bring up significant service issues to the appropriate teams, ensuring timely resolution

Risk Management & Compliance

• Assist in managing risks related to service integration and delivery, ensuring compliance with established governance frameworks and policies.
• Provide input on mitigating service risks and addressing potential issues proactively

What we're looking for

1. Education and Certifications:

• Bachelor’s degree in IT, Business, or a related field.
• ITIL certification required

2. Experience:

• 5+ years of experience in IT service management, with a focus on coordinating external service providers in moderately complex environments.
• Experience in service improvement initiatives and working with multiple team members.
• Strong understanding of data warehousing and data lake architecture.
• Experience with data integration tools and platforms such as Matillion
• Proficiency in data modeling, ETL processes, and data pipeline development
• Understanding of service level agreements (SLAs) specific to data services.
• Ability to monitor and ensure data service performance, including uptime, data accuracy, and response times

3. Skills:

• Solid understanding of ITIL processes, service integration, and vendor management.
• Effective communication, collaboration, and organizational skills to manage service integration across interested parties.
• Ability to translate technical data concepts to non-technical participants
• Ability to work with multi-functional teams, including data engineers, data scientists, and business analysts
• Familiarity with cloud platforms like AWS for data storage and Snowflake for Data warehousing.
• Knowledge of SQL databases.
• Experience with data visualization tools like Power BI

4. Languages

• Fluent English
• Intermediate Spanish would be a plus

What we offer

We offer the opportunity to join an organization where you can grow in a wide range of business functions. You will have the chance to build your professional expertise, business understanding, and leadership capabilities in a collaborative, challenging environment where we will empower you to take risks, experiment, and explore.

Our company fosters excellence in execution and is comprised of dedicated people all working together to continue to grow our status as industry leaders. We offer our employees a competitive salary, an attractive compensation package, including flexible work schedules (where applicable), health and wellness programs, and attractive benefits options.

For this position, the salary starts at $123,180 with a full range of benefits.

You will also be part of an inclusive, diverse culture where everyone’s contribution is respected. Collaborate with some of the world’s best people and feel like you belong.

Equal Employment Opportunity

We are committed to providing equal employment opportunity regardless of race, ancestry, color, religion, marital/family status (including pregnancy), national origin, sex, sexual orientation, gender identity/expression, immigrant and newcomer status, age, citizenship, or disability.

We strive to recognize and value diversity and equity, and to ensure the inclusion of equity-deserving groups and the four designated groups under the Employment Equity Act: women, Indigenous peoples, persons with disabilities, and members of visible minorities. We value, respect, and equally support applicants from these groups.

Who we are

Our parent company, PMI, is one of the world’s leading international tobacco companies. In addition to the manufacture and sale of cigarettes, PMI is engaged in the development and commercialization of smoke-free products.

RBH is thrilled to announce that we have been officially certified as a Great Place to Work, a testament to our commitment to fostering a positive and inclusive workplace culture. Click on the following link to learn more about what RBH believes: https://www.rbhinc.ca/home/what-we-believe.

We welcome and encourage applicants to reach their full potential with us. We use artificial intelligence in the form of an algorithmic software in the application process to create efficiencies when sorting applicants and facilitating an effective screening process. Notwithstanding, the artificial intelligence software does not engage in autonomous candidate rejection and requires human intervention in screening relevant applications. If you are unable to apply for a position online or require any further accommodation during our recruitment process, please contact: AODA.RBH@rbhinc.ca.

Follow us on social media:

RBH LinkedIn: https://www.linkedin.com/company/rothmans-benson-hedges-inc/

Facebook: https://www.facebook.com/RothmansBensonHedges/

X: https://twitter.com/RBHinc

RBH website: https://www.rbhinc.ca/

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