IT Service Manager

LMI Technologies is looking for a J.E.D.I. to join our team as an IT Service Manager to accelerate our internal business using AI tools, automations, business applications, integrations and excellent IT services. The position will work closely with other members of the IT team to continuously improve our internal applications, tools, culture, policies and processes to help accelerate our business. This position requires direct participation in the planning of our IT Service roadmap such as IT service asset enhancements, system integrations and IT Service management for internal staff.

The ideal candidate profile is a leader who views IT not just as a "fix‑it" shop, but as a strategic engine for company growth. You are curious and agnostic when it comes with technology. You are comfortable with constant changes to help bring value for the organization. You ensure that our staff – diverse in cultures and across different timezones – are in a position to excel at their respective jobs with the right applications, clients, tools, and services at their disposal.

• Create roadmaps from an enterprise mindset and manage their implementations
• Develop and execute long‑term strategies for the team that aligns with business objectives
• Identify and implement new applications, automations, sites and tools to improve the business
• Identify and implement training programs to maximize staff’s expertise in applications and tools
• Build and maintain strong, long‑term relationships with corporate stakeholders
• Conduct business reviews with internal customers to improve service, performance, integrations and automations
• Utilize insight from projects and tickets to continuously find improvements
• Work with the IT Infrastructure team to ensure delivery of IT services that meet SLAs across geographic regions
• Work with the Security team to ensure cybersecurity and privacy best practices are implemented for IT service apps and clients

• Lead, mentor and foster a culture of curiosity, empathy, urgency, and technical excellence
• Foster an open, positive and collaborative team environment
• Define, monitor, and meet KPIs and SLAs for IT services
• Identify and implement programs to enhance the teams’ skills
• Identify areas and collaborate with others to improve systems, security and processes
• Lead the evaluation of industry trends and implementation of best practices that fit the organization’s needs
• Act as an escalation point to swiftly resolve critical issues and incidents
• Contribute to dashboards, budget plans and reports
• Author documentation including SOPs and technical documentation
• Uphold and enforce IT, privacy and cybersecurity policies
• Perform other duties as required

• Combined 10+ years of experience in a similar role and/or education related to the leadership and management of an IT Service team in an enterprise environment
• Change Management:
  Has led the implementation and/or transition of IT application systems such as collaboration suites or business communication systems
• AI Fluency:
  Proven experience or a demonstrated high aptitude with AI tools and an understanding of how they integrate into business workflows

• Ticketing and project management software such as Atlassian Jira, Atlassian Jira Service, Zendesk or equivalent
• Google Workspace, Enterprise MDM’s, other modern business applications
• Managing an enterprise environment with a mix of Windows, MacOS and Linux clients
• Fluent delivery of technical topics to non‑technical stakeholders

• Business automation tools and scripting
• Modern enterprise CRMs and ERPs

• PMP or equivalent
• ITIL Certification is a plus

• Excellent problem‑solving abilities
• Strong initiative, sense of curiosity and self‑motivated
• Excellent interpersonal skills to collaborate with diverse cultures and backgrounds
• Professionally fluent in communicating with English

$98,000 - $115,000 CAD + Eligibility for Profit Sharing Program Participation (pending successful completion of probationary period and based on business performance)

• Health Benefits:
  
  Full health care coverage (with 100% paid…