The Director Information Services (IS) Operations Support will be a member of the IS Operations management team and will have these primary areas of focus:

• Tier 1 Support for Incidents and Requests in the Production, Disaster Recovery and Training environments.
• Tier 2 Support for Incident and Requests in the Production, Disaster Recovery and Training environments.
• Manage and execute Service Continuity Management processes under the direction of the corporate Business Continuity Program.
• Manage vendors that provide goods and services to production operations.
• Accountable for the teams resolving IS Operations Problems.
• Accountable for delivering Standard Changes.
• Accountable for system operations, batch management, event management and on call management.
• Accountable for successful transition of DevOps releases into production, training and disaster recovery.
• Ensure Operations Support executes the security policy and standards, as defined by IS Risk and Corporate Security.
• Continuously improving Operations Support services and processes.
• Delivering Operations Services to the Service Level Agreement.

The purpose of Incident Management is to restore services. The role is accountable for tier 0 (self help), tier 1 (service desk and system operations) and tier 2 (infrastructure and application groups). In the event of a major incident or outage, a leader of this team will be assigned by the Director to take the lead.

The purpose of Request Fulfillment is to fulfill requests that cannot be completed by the Tier 1 teams.

The purpose of the Service Continuity Management process is to ensure that IS can meet the expected recovery time and recovery point objectives established by the Business Continuity Program (BCP). Annual tests are to be conducted and gaps identified in the scope of the environment and processes for the annual test. IS Operations Support will plan, budget and remediate those gaps based on priorities established with the BCP.

The purpose of vendor management is to ensure the continuous improvement to underpinning technologies occurs to support IS Operations, to resolve problems that require Tier 3 support from the vendors, to manage the terms and conditions of the underpinning contracts and to participate in the negotiation of these contracts.

The purpose of Problem Resolution is to detect, identify and resolve problems in which IS technologies or operational process impact member experience, business operations and IS activities where it is cost justifiable to do so. Most problems create service disruptions or outages.

The purpose of Change and Release Management is to execute Standard Changes and accept releases from DevOps to the supported environments when they can be delivered to the expected Service Levels.

The purpose of Continual Service Improvement is to continually improve the services and processes of Operations Support where it is cost effective to do so.

All Operations Support Services should be measurable and measured to demonstrate that the Service Level Objectives are achieved, initially defined for Availability, Capacity, Continuity and Security.

• Team Management
• Technology Management
• Incident Management Process
• Request Fulfillment Process
• Service Continuity Management
• Problem Management Process
• Service Level Management Process
• Change Management Process
• Release Management Process
• Continuous Service Improvement Process
• Availability Management Processes
• Capacity Management Process
• Information Security Management
• Other Duties as Assigned

• Support the Organizational Design and Structure for IS Operations, identifying and recommending staff to this area with approval of the Vice President IS Operations and with assistance of Human Resources and Organizational Change Management, in accordance with established policy.
• Play an active role within the IS Managers group. Provide positive support to the implementation and development of the new IS Culture.
• Along with the other IS management, generate ideas to deliver more value through IS services and ITSM processes including improving quality or reducing the cost of delivering services.
• Be a leader and team player in key company initiatives.
• Respond promptly and courteously to inquiries and requests made by members, customers, staff and vendors.
• Maintain confidentiality on all matters and exercise discretion and sound judgment at all times.
• Ensure that application designs and application management processes adhere to a high standard of security management practices to protect Servus IS assets and member information from inadvertent or malicious compromise in collaboration with IS Risk.

Experience:

• 5 years of Senior Management experience in a medium to large sized organization.
• 10 years of experience managing system operations, including applications, infrastructure and/or end user services.
• Financial Sector experience (preferably in banking) is considered an asset.
• Experience leading the implementation of new delivery models, processes and services
• Proficiency in general management, along with strong negotiating skills, developed listening skills, and be a creative and conceptual thinker.
• Good computer skills, be able to analyze, motivate, and communicate well.

Education and Training:

• University, college or technical degree in information technology or business.
• Alternatively, extensive proven track record in the primary position disciplines within Financial Sector environment.

Licenses/Certificates:

• ITIL Foundation

One or more of the following is highly desirable but not essential:

• ITIL Release, Control and Validation (RCV)
• ITIL Planning, Protection and Optimization (PPO)
• ITIL Operational Support and Analysis (OSA)
• ITIL Service Transition
• ITIL Service Operation
• ITIL Expert or Master

Other special requirements:

After hours support may be required. Some evenings and weekends to attend corporate functions or planning events. Representation of Servus at community, provincial and/or national level. This position must also be an effective team player and be cost-conscious in the best interests of the credit union.

Weekend or shift work, available to travel, etc.

The business may from time to time ask for branch and/or department support for special projects and/or areas experiencing staff shortages. All employees may be asked to volunteer to assist in areas of need during these times. These assignments could result in a change of hours, location, and/or travel.

Why Servus Credit Union? We live our values in how we do business and how we treat our employees. Servus Credit Union is one of Canada’s 50 Best Managed Companies. Servus is committed to being socially responsible and living the co-operative values. Through our operations, we strive to make a positive impact on our economy, the environment and society. We know that our employees are our most valuable assets so we offer ongoing growth and career advancement and we reward employees for their hard work and achievements.