The Canada IT Services team, headed by the Senior Director, Technology & Strategic Initiatives, works in line with the global and Canadian IT plans to deliver against a robust and achievable technology roadmap enabling the firm's growth and to drive consistency and operational excellence.
Reporting directly to the Senior Director, Technology & Strategic Initiatives , the IT Operations Director is responsible for all areas of Infrastructure Services, End User Computing, Application Delivery & Support, and Service Desk spread over the NRFC locations. The IT Operations Director oversees the day-to-day operational delivery of the NRFC IT services provided by both internal and external service providers and in conjunction with the Managers of each area, maintains the IT run capability of the Canadian practice, including managing staffing requirements, budget management, optimizing processes and technology, and ensures a high-availability platform. The IT Operations Director is also responsible for providing resource into and supporting growth and transformational activities of the Canadian firm; building the subject matter expertise within the function and providing resources into approved projects while maintaining operational coverage and efficiency.
Oversee day-to-day 24*7 operations in the area of infrastructure services, devices and applications, managing staffing requirements, optimizing processes and technology, and ensuring high-availability platforms.
Work with the IT Leadership Team to define, plan, implement and reinforce a strategy to drive adoption of service management and operational best practices relevant to on premise and cloud computing services
Ensure all service management processes enable ITS service agility.
Create an environment that supports customer self-service and automation of routine service requests.
Foster continuous service delivery optimization and improvement.
Identify resources and sourcing of service management operations support.
Develop self-auditing and compliance capabilities around ITSM procedures.
Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools.
Work with the Global IT Team to define, implement and maintain appropriate operating standards and principles across the business to maximise synergy, sharing of best practice and commercial benefit.
Proactively optimize cost efficiency and demonstrate effective vendor management. The effective management of internal and external service providers is key to this role.
Assist in the development and drive and maintain the regional implementation of a cost-effective and appropriate operating model across the regional functions to provide a standardized 24*7 IT Operational service, transforming the current model in conjunction with associated global initiatives.
Assist in the development and drive and maintain key performance indicators, business metrics and external benchmarking data that enables robust business decisions and ROI assessment.
Work within defined architectural frameworks and contribute to the refinement and development of these and key business-aligned technology strategies with other regional group functions in conjunction with the Chief Technology Officer, architects and subject matter experts.
Provide effective resource management of staff to provide appropriate project resource levels through appropriate re-prioritisation, use of global NRF resources, or approved use of external resources or services.
Proactively identify areas of service risk / unacceptable performance and remediate such issues, in conjunction with the global risk management process, and ensure all environments are managed securely under of the guidance of regional and global security officers.
Maintain all technical documentation, assist in their refinement and ensure that operational processes (patching, change management, system upgrades) are performed efficiently to the defined KPIs.
Leadership & Management
Ensure objectives and priorities are aligned with the Business' vision, objectives and priorities, and proactively support the implementation of the IT strategy in terms of growth and transformational activities, working closely with the Senior Director, Technology & Strategic Initiatives, Chief Technology Officer, Architects, Customer Services, Information Security, Service Management, PMO and Project functions, Subject matter experts located in other regional service delivery teams, external vendors and service providers.
Develop and maintain the appropriate structure and personnel to achieve objectives within agreed budgets and timescales in line with defined RACI accountabilities.
Ensure the actions of the teams within this function are aligned with the firm's values - Quality, Unity and Integrity.
Support staff in attaining operational goals through provision of an operational framework.
Develop a culture of teamwork, resilience and high performance.
Help to ensure all employees are maximising their potential.
Client Service & Brand Management
Through the professional management of others, ensure results are delivered and internal and external clients' expectations are exceeded.
Develop and maintain the image and perception of the business and ensure it is known both internally and externally for its exceptional service.
Liaise and consult with key stakeholders to define and deliver on requirements.
Build excellent working relationships with key internal IT, Business Services and Practice leaders to manage expectations and conflicting requirements with integrity, openness and professionalism.
Proactively anticipate internal and external IT, Business Services and Practice leaders needs.
Continuous Process Improvement.
Develop a culture of continuing improvement and learning, particularly in the areas of operational processes and client service.
Continually seek to improve performance levels by taking advantage of new technology and anticipating changes in Market practices, industry trends, process trends, etc.
Review and improve processes regularly; identify inefficiencies and improve operational processes, ensuring that the roles of subject matter experts are fully defined and developed.
Devise appropriate KPIs/scorecard and reports for key stakeholders on a quarterly basis or as required.
Ensure that disaster recovery processes are optimized in line with Business expectations and the agreed disaster recovery strategy.
Liaise with other functional/departmental managers regionally and globally, so as to understand all necessary aspects and needs of operational development, and to ensure they are fully informed of operational objectives, purposes and achievements.
Risk Management Responsibilities & Accountabilities
Although the post holder does not have specific responsibilities for the risk management function, the post holder is collectively responsible for the overall identification and control of risk across the business.
The post holder has specific accountability to provide, participate and maintain information in relation to client audit and bid requirements as requested.
Bachelor's degree, preferably in information technology or a computer science related field; MBA is a significant asset.
10+years of senior management experience in a medium to large-sized organization fulfilling roles and responsibilities similar to this position.
Extensive proven track record in the primary position disciplines within professional services sector environment.
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.
Proven technological knowledge of Microsoft technology including but not limited to Azure, Teams, O365, and MECM
ITIL v3 Foundation desirable.
Please note that Norton Rose Fulbright Canada requires all Firm members to provide proof of full vaccination against COVID-19 prior to entering the workplace. Applicants who receive an employment offer will be required to provide proof of full vaccination upon arrival to the Firm as a condition of employment. Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to religious, medical or other protected grounds. For applicants who require an accommodation, please contact CANCALHR_RH@nortonrosefulbright.com to discuss further.
Norton Rose Fulbright
Norton Rose Fulbright is a global legal firm. We provide the world's pre-eminent corporations and financial institutions with a full business law service. We have more than 3800 lawyers and other legal staff based in more than 50 cities across Europe, the United States, Canada, Latin America, Asia, Australia, Africa, the Middle East and Central Asia.
Recognized for our industry focus, we are strong across all the key industry sectors: financial institutions; energy; infrastructure, mining and commodities; transport; technology and innovation; and life sciences and healthcare.
Wherever we are, we operate in accordance with our global business principles of quality, unity and integrity. We aim to provide the highest possible standard of legal service in each of our offices and to maintain that level of quality at every point of contact.
Norton Rose Fulbright US LLP, Norton Rose Fulbright LLP, Norton Rose Fulbright Australia, Norton Rose Fulbright Canada LLP and Norton Rose Fulbright South Africa Inc are separate legal entities and all of them are members of Norton Rose Fulbright Verein, a Swiss verein. Norton Rose Fulbright Verein helps coordinate the activities of the members but does not itself provide legal services to clients.
Diversity and Inclusion
Diversity is an important firm value. We are committed to providing equal opportunities in employment and to providing a workplace which is free from discrimination and harassment. This means that all job applicants, employees and partners will receive equal treatment regardless of race, colour, ethnic or national origins, sex, marital status, disability, age, sexual orientation, religion or belief.
To apply, please visit the Careers page of our website at www.nortonrosefulbright.com. We thank all candidates for their application, but will be contacting only those whom we select to invite for an interview.
Norton Rose Fulbright Canada LLP has an accommodation process in place that provides accommodations for employees with disabilities. If you are unable to apply for a position online or require any further accommodations during our recruitment process, please contact CANCALHR_RH@nortonrosefulbright.