The Canadian Forces Morale and Welfare Services’ (CFMWS) supports the Canadian Armed Forces members and their families wherever they are in the world through the provision of fitness, recreation and leisure activities, family and charitable support, retail as well as personal financial services. We offer our employees the opportunity to work with a purpose every day in an inclusive, healthy, respectful and rewarding work environment.
CFMWS’ Information Services division provides a complete range of information management/information technology services in support of the delivery of CFMWS programs and services. It is a critical enabler in CFMWS operations nationally and at Bases, Wings and Units across Canada.
THE ROLE
The National Manager IM/IT Operations leads Systems/Application/Support teams in delivering on day-to-day operational activities supporting administrative and mission critical systems. They lead and establish key support processes and operating procedures that will span across all support teams. They lead and monitor performance to ensure client satisfaction, teams are delivering quality service, and incidents/requests are resolved within defined Service Level Agreements (SLAs). They lead the development and implementation of support models including defining SLAs, report on metrics, and development of improvement plans. They also lead and oversee project resource management and project deliverables that impact the support teams under their leadership.
QUALIFICATIONS NEEDED
Education, Certifications and Licenses
College diploma or certificate in Information Technology, Computer Science, or in a related field AND some years of management experience in Information Management and Information Technology or in a related field
Experience
In planning, managing, evaluating and advancing IM/IT support services, including helpdesk services
In planning, managing, evaluating and advancing IM/IT network, systems, data and applications services including Cloud IaaS technologies
In the implementation of framework for continuous measurement and reporting
In configuration, deployment and support of enterprise-wide systems and applications
In end-to-end solution design and architecture
In systems and technical architecture and design
In crisis management
In personnel administration
In leading multi-discipline teams
In budget administration
In strategic planning and developing infrastructure, systems, and application roadmaps
In project management
In Key Performance Indicator (KPI), Service Level Agreement (SLA), and metrics reporting
Competencies, Skills and Abilities
Client focus, organizational knowledge, communication, innovation, teamwork and leadership.
LANGUAGE REQUIREMENTS
English or French Essential, Bilingual an asset
Reading: Advanced Level
Writing: Functional Level
Oral: Advanced Level
BENEFITS AVAILABLE
Health Benefits: Drug coverage, travel insurance, dental, vision, life insurance, disability insurance and accidental death and dismemberment coverage.
Work Life Balance: A wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.
Retirement Planning: A Defined Benefit Pension Plan and Group Savings Plans.
Learning and Development: Tuition Assistance Program and Advanced Learning Program, payment of professional association memberships, online learning opportunities and second language training.
Perks: Discounts through CFAppreciation.
OTHER INFORMATION
This position has an assigned location and may allow flexible work options such as remote or hybrid work but the employee must be able to travel to HQ – Ottawa, as required. Remote work may be required depending on health and safety considerations.
The selection process will be done virtually.
START DATE
29 April 2022
INCLUSION AND ACCOMMODATION
CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of the communities in which we live. Accommodations are available to all candidates identifying a need during all or any parts of the selection process.
Job Reference: CFMWS02008
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