Position Title: Service Management Practice Director

Location: Toronto

The Company:

Burntsand is a leader in the delivery of technology consulting services for customers with complex information processing and information management requirements in three practice areas - Enterprise Content Management, Collaboration and Service Management - aligned around our strategic partners, EMC, Microsoft and BMC. The Company delivers strategic design, technology architecture and custom application development through our proven Time-to-Value methodology, which mitigates business risk and speeds process improvements and returns. Headquartered in Toronto, Burntsand operates from locations across North America. The Company's shares (TSX: BRT) are traded on the Toronto Stock Exchange. Learn more about Burntsand at www.burntsand.com

Our Service Management Practice:

BRT Service Management Solutions enable our customers to effectively manage their IT processes from a business perspective. This approach reduces operating costs, improves performance and achieves operational efficiency. This drives higher customer satisfaction and improves the organization’s overall performance. BRT leverages industry leading tools such as 6 Sigma, ITIL and the BMC Suite of solutions to define, measure, and automate the business processes necessary to delivery on this objective. Burntsand is actively seeking to expand our Service Management Delivery Team as part of a strategic growth plan to position us as the leading Service Management Solutions provider in Canada.

Role Responsibilities:

As a Burntsand Practice Director, you will be part of the senior management team. This position will interest those who have demonstrated hands-on leadership in developing a consulting services practice. The Practice Director will be involved in designing and delivering quality solutions to a variety of clients. Your duties will include interacting with user, business and executive groups to help define the client's needs and translating those needs into a solution of value. As a partner to our clients, we do what is necessary to help them be a success. The ability to empathize with and understand the business needs of the client is one of the single most important characteristics you bring to the job as well as a great attitude toward teamwork and superb technical ability. As a Burntsand Service Management Practice Director you will:

Be responsible for directing and overseeing the installation and on-site servicing of Service Management customers, including new installs, upgrades, repairs, preventative maintenance, training, and any other service activity required.
The Practice Director works closely with Technical Services, Sales and Marketing staff respectively to enhance the companies products and services.
Assist in hiring, developing and training high quality field engineers, product installers, and trainers, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Consult with Sales on implementation requirements and ensure that sales staff are appropriately updated.
Develop and implement plans for training and support to improve the performance of the products in the field. Proactively optimize resources (time, materials, and effort) and work to identify areas for continuous improvement.
Consult with clients to identify opportunities for productivity improvements through service improvement programs. Work with customers to outline and scope solutions, map out processes, and do gap analysis both technically and functionally.
Work closely with Project Managers to develop and achieve contract deliverables, statements of work, project plans, and resourcing plans for customer implementation projects
Interface with the development team on the design, build and customization of Remedy solutions, contributing to development activity as required
Ensuring direct reports are familiar with, trained on, and follow all Quality System procedures related to their jobs [which can affect the quality of products or services provided to customers], and that changes to procedures are reviewed, approved and validated prior to implementation.
Developing tactical goals and plans that are aligned with corporate objectives, work with other Directors to investigate issues and develop policies and procedures.
Develop service plans as required for new products and establishing appropriate key performance measures and functional goals in line with worldwide corporate strategies.
Establish standards and procedures for ensuring all customer issues are handled in an expedient and professional manner, including escalating critical customer situations.
Oversee the Service Management department including scheduling and workflow, approval of Field Services business expenditures against the monthly, quarterly and fiscal budgets.
Other duties as assigned.

Role Requirements:

At least 5 years experience in directing a large technical consulting practice.
Excellent all-round customer focus, demonstrated through the ability to implement technology and best practices in service management.
High level of technical proficiency including knowledge and experience with Remedy AR System, including the following ITSM applications: HelpDesk, Change Management, Asset Management, and the Atrium CMDB, as well as remedy API, Web Services, and Enterprise Systems Monitoring & Management tools
Strong management and customer- service skills, including the ability to build and lead a strong team of professionals positioned in locations around Canada.
Experience planning, coordinating and managing large, complex projects.
Experience with pre-sales and presentations to many different types of audiences including technical and C level.
Demonstrated complex analytical problem-solving skills, strong interpersonal and communication skills.
Creative vision in developing solution offerings from a strong understanding of business opportunities and challenges in the service management space.
Able to work in a team based environment demonstrating versatility in assuming different roles at different stages of a project, effective time management skills.
Willing to travel and work at client sites as well as from our primary office in Toronto (travel requirement estimated at 25%).
Bachelor's degree (BA or BS) in Computer Science or related field.
ITIL awareness preferably with ITIL Foundation certification or higher.

If you are looking for an environment in which you can challenge yourself and develop new skills in a collaborative, team-based environment, we think you'll like it here. Our consultants - from creative designers to technical architects and project managers - are some of the best you will work with in your career. We encourage and expect Responsibility, Accountability, Trust, Respect, Recognition and Leadership from all our employees. We hope you will become part of the team.

Burntsand is an Equal Opportunity Employer

We thank all applicants for their interest in advance, and advise that only candidates being considered will be contacted.

No telephone calls or agencies please.

While Burntsand appreciates the interest of all applicants, only successful candidates will be contacted for an interview