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At Nutrien, our purpose is Feeding the Future and we do so with safety, inclusion, integrity and results as our core values. Nothing is more important than sending our people home safe, every day.
Nutrien is a leading provider of agricultural products, services, and solutions. With over 26,000 employees world-wide, we are the largest producer of potash (by capacity) and one of the world’s largest producers of nitrogen and phosphate. We also operate a leading agriculture retail network that services over 500,000 growers globally.
We harvest the best. Diverse views and experience make us strong. We look for people who have a safety-first mindset, who are collaborative team players, who deliver on their commitments, act with integrity, and who support inclusion.
Working at Nutrien will provide you an opportunity to help us raise the expectation of what an agriculture company can beand grow your career.
Reporting to the Senior Director, Network, Cloud & Data, the Senior Manager, IT Service Assurance is responsible for managing the IT Service Assurance team, services, principles, and processes to ensure world class performance. This role serves across the enterprise and is responsible in seeing world-class IT support services and making sure end user experience is delivered to the Nutrien organization.
What You Will Do
- Foster a culture of operational excellence and continuous improvement across the enterprise by providing a positive user experience and executing consistent levels of support always
- Champion the application of service principles in business and IT processes through training, meeting and team facilitation, communication programs and team building activities
- Drive services that meet the highest quality standards and monitor and report on improvement opportunities
- Research and promote best-in-class processes, establish customer satisfaction metrics, understand the interaction and relationship of business operations and operating systems and network processes
- Identify, track, escalate, resolve and report end user problems
- Lead the overall development, support and maintenance of the service performance management process
- Collaborate with the business and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levels
- Deliver regular reports on service performance and achievement to stakeholders
- Manage the service level review process with the business and service providers. Initiate any actions required to maintain or improve service levels
- Acts as the liaison for tracking, communicating, and managing any temporary changes to service levels (e.g., extra support hours required by the business, reduced level services for maintenance initiated by service provider)
- Innovate and identify means to improve IT service quality within established boundaries
- Implement and manage quality improvement processes in service delivery management
- Create and continually update the service level standards, policies and procedures in support of improving our end user experience
- Collaborate with the Service Management Office to promote a culture of business focused outcomes, consistently work closely with IT support staff and management team to lead resolution efforts of high and critical incidents
What You Will Bring
- Technical diploma or university degree in computer science, information systems, computer engineering, or equivalent is preferred
- Ten or more years of relevant experience operating an Enterprise Service Desk team using enterprise ITIL processes (e.g. Change, Incident, Service Request Fulfillment, Service Catalog & Knowledge)
- Knowledge and expertise in IT service life-cycle management models and frameworks (e.g., ITIL) and process improvement frameworks (e.g., Six Sigma, TQM)
- Strong, results-oriented, pragmatic approach to problem solving and quality delivery
- Training and/or certification in ITIL, or a recognized HDI Service Desk certification preferred
- Experience using ServiceNow as a request system is preferred
- Service orientated person with highly developed interpersonal communications skills, along with being metric driven so that decisions are based on facts through numbers
- Organized, ability to work collaboratively in a team environment, proven hands-on technical skills with ability to execute multiple tasks concurrently
- Strong written and oral communication skills
- Problem solve issues using a methodical approach
- Strong presentation and interpersonal skills
- Individual must demonstrate a continuous improvement mindset
- Ability to present ideas in user-friendly language to audiences with varying levels of IT knowledge and have a strong affinity to business objectives
- Ability to network and build relationships within an organization to establish credibility and understanding with cross-functional teams
- Understand the direction for Service Assurance and how it pertains to achieving business outcomes
- Build and cultivate mutually beneficial relationships with key stake holders representing a broad range of functions and levels; use informal networks to get things done; build strong external networks with people in the industry or profession
- Effective with creative solutioning and communication to influence others or facilitate resolution of a problem / business issue. Use negotiation skills when appropriate
- Experience working with multi-national teams
Are you a good match? Apply today!
The estimated salary that Indeed, Glassdoor and LinkedIn suggested does not represent Nutrien’s compensation structure.
Nutrien is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
This job will remain posted until filled. While we appreciate all applications we receive, only candidates under consideration will be contacted.
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