Nutrien Director, IT Service Management in Loveland, Colorado

Job Description

Director, IT Service Management, Loveland, CO, Calgary, AB or Saskatoon, SK

Why work at Nutrien? Great question!

Safety is a core value at Nutrien. Keeping every employee safe, healthy and secure is our top priority. Nothing is more important than seeing our people go home safe at the end of every single day.

While working here you will have the opportunity to grow your career while helping us feed the future. We pride ourselves in hiring from a variety of backgrounds and truly believe that it is our differences that make us stronger so we hope you will join us.

In addition to exciting and challenging opportunities, Nutrien offers competitive salaries, great benefits and performance based incentives.

Outside of the skills and necessary qualifications, you will be committed to sustaining our safe and positive work environment while welcoming working side by side others in a diverse culture. Culture at Nutrien is the core of everything we do and all employees are respectful of diverse opinions and views.

Growth is a top priority for Nutrien and it doesn’t just apply to the nutrients we make or the size of our business. Nutrien’s Information Technology (IT) team is transforming how we deliver technology to the company; a leading global manufacturer of crop nutrients and retailer of agricultural inputs. We are on a journey to achieve IT excellence and are investing in our strategic planning capability.

Reporting to the Senior Director, IT Infrastructure & Cyber Security, the Director of IT Service Management will oversee the daily operational activities, process improvement, delivery & support of the Service Desk, ARS Support and Service Management Office in IT. This role serves across the enterprise and is accountable for providing world-class IT support services and end user experience to the Nutrien organization.

Outside of the skills and necessary qualifications, this role is committed to sustaining our safe and positive work environment while welcoming working side by side others in a diverse culture. Culture at Nutrien is the core of everything we do, and all employees are respectful of diverse opinions and views.

Core Responsibilities:

  • Responsible for directing all IT activities in support of the IT Service Desk, ARS functional support and Service Management Office

  • Responsible for providing the strategic direction for the IT Service Management (ITSM) function on an enterprise level.

  • Ensures seamless execution of all ITSM process improvement and change management related activities across the IT organization by applying process improvement, change management methodologies, communication planning, organizational readiness assessment and stakeholder analyses.

  • Assesses the relative impact of IT industry trends to current and future enterprise service management needs and projects.

  • Interfaces with IT functional area executives to define support initiatives and solutions for improving service efficiency and effectiveness.

  • Works with cross-functional IT teams to design, develop, and integrate IT processes and procedures utilizing best practices and industry standard frameworks (e.g., ITIL, COBIT, PMBOK, CMMI).

  • Acts as a change agent to implement and manage ITSM best practices across the IT organization.

  • Leads the development of ITSM strategy, service delivery standards and procedures for the enterprise.

  • Analyzes and predicts trends and develops long-range plan designed to maintain cost effectiveness and competitiveness of the enterprise’s ITSM services.

  • Participates in IT strategy planning activities, bringing a current knowledge and future vision of ITSM services, technology and best practices (e.g., ITIL) as related to the needs of the business.

  • Proactively researches and recommends courses of action to prevent problems and to maintain high service levels for the end user community.

  • Establishes metrics, key performance indicators and service level agreements for driving the performance of IT service delivery.

  • Understands and enables the enterprise’s core IT competencies and the value they bring to business processes for a competitive advantage.

  • Interacts with internal and external stakeholders to ensure continuous end user satisfaction.

  • Proactively shares knowledge of risks and opportunities to build competitive advantage and improve efficiency and effectiveness of ITSM.

  • Works with cross-functional IT teams to design, develop, and integrate IT processes and procedures into the IT Strategic direction and priorities

Characteristics for Successful Performance:

  • Understands the direction for ITSM services/systems and how they pertain to achieving business outcomes.

  • Acts as a change agent to implement and manage best practices across the IT organization.

  • Understands business direction and e ensures ITSM services are aligned with company objectives.

  • Builds and cultivates mutually beneficial relationships with key stake holders representing a broad range of functions and levels; uses informal networks to get things done; builds strong external networks with people in the industry or profession.

  • Deliver effective communications to IT leadership and the IT organization.

  • Able to communicate at various levels from senior business stakeholders to technical subject matter experts in ensuring IT solutions deliver to meet business needs.

  • Effective with creative solutioning and communication to influence others or facilitate resolution of a problem / business issue. Uses negotiation skills when appropriate.

  • Provides technical/process expertise and guidance and working towards common goal.

  • Brings appropriate individuals together to accomplish business objectives; facilitates access to critical competencies; knows whom to call, whom to involve.

  • Actively attends to and conveys understanding of the comments and questions of others; listens well in a group.

  • Creates an environment encouraging the open exchange of information and viewpoints.

  • Proactively shares timely updates and information with relevant parties.

  • Applies self-management techniques to include: acting with integrity, demonstrating adaptability, setting personal development goals, and working efficiently.

  • Ability to quickly comprehend the functions and capabilities of new technologies

  • High energy, service-oriented person with highly developed interpersonal communication skills

  • Experience working with multi-national teams

  • Strong oral and written communication/presentation skills, effectively communicating technical issues.

  • Strong problem solving and troubleshooting skills

  • Ability to work independently, or as part of a team

Required Professional Qualifications and Education:

  • Bachelor’s degree in computer science, engineering, business or another relevant field.

  • 10 or more years of experience in Information Technology

  • 5-8 years of experience in supporting IT Service Management and business process

  • Previous experience at leading a group of IT professionals and influencing others.

  • Experience communicating with key stakeholders/vendors at senior levels of the organization

Nutrien is committed to creating an inclusive workplace. We encourage applications from all well qualified candidates who reflect the diversity of the regions where we operate. This includes recognizing the voluntary identification of status such as gender, sexual orientation, visible minority, Indigenous status, persons with disabilities, and veterans, where applicable.

If this sounds like a good match, apply now. This job will remain posted until filled. You may be required to undergo a background check and substance test in accordance with Nutrien policies.

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

**EOE race/color/sex/sexual orientation/gender identity/disability/veteran

System ID 2018-8035

Job Category Information Technology

Business Unit Corporate