Company SummaryCome work for a company that’s committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other’s talents. Where diversity is welcomed and celebrated.FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.Job SummaryWe are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day.JOB SUMMARYAs Manager, IT Service Experience and Operations Enablement, you will lead a high-performing team responsible for delivering exceptional IT support and driving continuous improvement. This role combines operational excellence with strategic leadership, leveraging technology, data, and collaboration to enhance user experience, support digital transformation, and align service desk operations with FCT’s business objectives. This role also oversees the Operations Enablement & Support function, acting as a single business‑facing coordination point between Business stakeholders and IT Operations to ensure reliable delivery of business‑critical services.This role will have approximately 12 to 16 direct reports as well as oversee a 3rd party first contact Service Desk.HERE’S HOW YOU’LL CONTRIBUTE:Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.With the use of ServiceNow; track, monitor and manage the processing of tickets to the Service Desk via telephone, e-mail, and walk-in to ensure courteous, timely, and effective resolution of end user issues.Prepare budget proposals and operational expenditure statements. Collaborate with other departments to identify and/or procure Service Desk software for internal staff.Oversee the development, implementation, and administration of Service Desk staff training procedures and policies. Train, coach and mentor Service Desk technicians and other staff.Provide leadership and oversight for the Operations Enablement & Support team, delivering Level 1 application support for internal users, customers, and third‑party partners across various internal groups.Act as the single operational coordination point for business‑impacting application issues, ensuring effective triage, prioritization, and escalation into IT Operations and application teams.HERE’S WHAT YOU’LL BRING:Highly skilled in managerial leadership skills to provide clarity on the organization vision and direction for the team. Demonstrated ability to set appropriate goals, including setting an effective framework of policies and procedures for the group, and the ability to build and sustain a team of direct reports who can deliver the performance required for the growth of FCT’s market share in all lines of business.10 years related IT work experience with a minimum of 5 years in technology management capacityHighly skilled in managerial leadership, strategic and tactical thinking, and change management.Excellent communication skills to influence and persuade stakeholders.Strong IT technical abilities, including:Employee computing devices (Mobile, Laptop, Tablet)Meeting Room and Office Technologies (AudioVisual, Room Booking)Printers and printing technologiesNetwork and Security AccessMicrosoft Office M365/AzureOperating systems (Windows, IOS, Mac OSX)Change, Incident, and Problem Management leveraging ServiceNowUnderstanding of project management lifecycle and methodologiesExperience with ITIL 4, SDI Global Best Practice Standard, and other relevant frameworks.Total Direct Compensation: $122,000 to $149,200Any pay range is in $CAD. The stated pay range reflects the total expected compensation for this role (e.g., base pay plus any expected incentives or allowances, where applicable)HERE’S WHAT SETS US APART:Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness EssentialsGroup retirement savings plan with company matchPaid holidays and generous paid time offHybrid work arrangementsPaid volunteer opportunities and charitable donation matchingEmployee recognition programs that include referral incentivesPotential for performance-based incentivesThe opportunity to participate in our stock purchase planAnd more!*As per terms of the employment agreementThe Great Place to Work® Institute has named FCT one of Canada’s Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We’re also one of Achievers 50 Most Engaged Workplaces™ in North America.By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.Thank you for considering FCT. We look forward to meeting you.In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT’s hiring process.To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.
