BC Ferries

  • Manager, IT Customer Services

    Posted Date 1 week ago(1 week ago)
    Number of Positions
    Location City
    Job Type
    Full Time
    Job Category
    Information Technology
    Closing Date
  • Job Description

    With 47 ports of call, 35 vessels, and more than 500 sailings every day, BC Ferries is the largest independently-owned ferry company in the world. Dedicated to safety, excellence, innovation, and people, we are committed to continuously improving the west coast travel experience of our customers.




    Information Technology



    Working as part of a dynamic, results-driven team, you are responsible for managing and providing leadership to the IT Service Desk and the Field Technical Services teams. You are responsible for the oversight for production software, asset management, maintenance and support, for all end user technologies and field services equipment. You manage all aspects of IT Customer Services, including ownership of the Incident Management, Request Fulfilment, and Asset Management processes.


    In cooperation with the other IT Managers, you monitor adherence to the internal and external service level targets, and take appropriate corrective measures. You provide data, analysis, and reporting of KPIs, trends, and variances, and you lead deep dive reviews and develop strategies for improvement. You ensure licence compliance for end user computing software, adherence to acceptable use policies, and currency of software versions/patching. You provide business ownership of the IT Service Management tool, ensuring quality of the data, and you oversee the ongoing enhancement of the systems, with a focus on increasing end user self-services and automated processing of requests.


    You are an analytical thinker who ensures accuracy in the details, with strong problem solving and negotiation skills. You have a keen customer focus, with an ability to ensure the solution aligns with strategic business objectives, demonstrating a commitment to quality, coupled with excellent communication skills. You have the demonstrated ability to effectively lead and motivate others.


    You have a Degree or a Diploma in Computer Science, Business or other IT related discipline. In addition you have certification in ITIL. PMP and or BABOK certification would be an asset.


    Please apply by September 28, 2018.


    We appreciate the interest of all applicants; however only those selected for an interview will be contacted.


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