Manager, Global Business Systems; Service Delivery

The role of the Manager, Global Business Systems, Service Delivery is to lead, guide, and manage a team of Global IT PMO Project Leads and IT Business Analysts. The Manager, Global Business Systems is responsible for ensuring on time, on budget, and high‑quality delivery of various projects. They will support the Global IT PMO Project Leads in defining and/or assisting in the definition of project objectives and oversee quality control throughout its life cycle.

The Manager, Global Business Systems establishes, maintains, and improves Redpath’s ITPMO success criteria, project management processes, and effectively communicates to senior leadership.

The Manager, Global Business Systems, Service Delivery, will play a critical role in improving the team SLA's and daily operations of the BA support services. They will ensure the service tickets are handled efficiently, overseeing specific areas such as incident management, service delivery, and customer support, while embedding governance. The incumbent will help establish performance management metrics while driving continuous improvement practices.

The Manager, Global Business Systems, Service Delivery, is also responsible for generating and compiling reports to drive better overall performance within the group, working closely and collaboratively with stakeholders to prioritize tickets. This individual will apply proven communication, analytical, and problem‑solving skills to help maximize the benefit of IT system investments.

• Having the authority and responsibility to maintain a safe and efficient working environment
• Following Company health and safety standards and reporting any unsafe acts or conditions

• Manages multiple priorities and setting clear expectations for the team.
• Liaise closely with aligned business partners/ management in the development and execution of defined strategies, facilitating smooth adoption of new solutions.
• Work collaboratively with team to ensure tickets are closed efficiently.
• Manages project governance and methodology.
• Provide oversight and detailed reporting on overall portfolio financials on a regular basis.
• Manage, monitor, and report on a consolidated set of projects, programs.
• Work closely with other Manager, Global Business Systems to create, revise, and maintain PMO governance and structure by proactively aligning with best practices.
• Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
• Meet with decision makers, systems owners, and end users to define business, financial, and operations requirements and systems goals, and identify and resolve systems issues.
• Set and continually manage project expectations with team members and other stakeholders.
• Plan and schedule project timelines and milestones using appropriate tools.
• Track project milestones and deliverables.
• Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
• Define project success criteria and disseminate to involved parties throughout project life cycle.
• Conduct project lesson‑learnt and create a recommendations report to identify successful and unsuccessful project elements.
• Develop and follow best practices and tools for project execution and management.
• Establish governance and practices to increase communication to customers.
• Any other duties as assigned

• Estimate the resources and participants needed to achieve project goals.
• Determine and assess need for additional staff and/or consultants and make the appropriate recommendations if necessary during project cycle.
• Draft and submit budget proposals and recommend subsequent budget changes when necessary.
• Collaborate in the planning, design, development, and deployment of new applications, and enhancements to existing applications.
• Conduct research on software and hardware products to justify recommendations and to support purchasing efforts.

• Direct and manage a team…