Share this Job
Email similar jobs to me

Manager, Technical Services

Shoppers Drug Mart Corporation

Date: Apr 3, 2014

Location: Toronto, Ontario, Canada

Job Ref 72-IT-0214-610
Job Title Manager, Technical Services
Job Type Full-time
Location Toronto, Ontario, Canada
Salary Not disclosed


Manager, Technical Services

Innovation in pharmacy, retail and now, IT.

You drive stunning results. A builder. You are looking for what’s next, to put your stamp on things.

We are a leader in retail and pharmacy. Well-known and convenient. A Canadian success story for 50 years, created by recognizing needs, building services and focusing on what’s important.

And right now, our focus is IT.

We are transforming our business with IT investment in projects and systems – from architecture, application deployment and management, to implementation and production – and the people behind them.

Be part of Shoppers. Optimized.

We are hiring a Manager, Technical Services

Reporting to the Director of L2 Support and Enablement, the Manager, Technical Services mandate is to manage, supervise, and direct the activities of the Store Technical Support team, Corporate Technical Support team, Release Management and Voice Communications Infrastructure elements.

Primary Responsibilities

* Management of the following within the corporate, regional, and distribution centre environments:
* Data communications of Local area network (LAN) including the LAN server hardware and operating environments
* Data communications between Shoppers Drug Mart data centers.
* Firewall environments across Shoppers Drug Mart sites
* Incident management with Bell of data communications networks between Corporate and Regional and Store locations
* Video and audio distribution mechanisms (Omnicast and Please Hold Canada arrangements)
* Production RF networks in Corporate, Regional, and Distribution Centre locations
* Acquire, install, manage, maintain and ensure proper usage of equipment
* Identify the requirement for products and services within the technology areas that are needed to meet the business needs of SDM
* Keep abreast of new developments and technology in the key areas of communications responsibility.
* Manage and monitor the key communications technology areas in regard to their availability, performance and security aspects
* Ensure that network security procedures are implemented and enforced
* Leading the technical support team (s) and/or participating in cross-functional teams, bringing people with different expertise together to resolve, communicate production problems, and quickly restoring normal service when there is an interruption to a service or a reduction in the quality of service (Incident Management).
* Managing the investigation of root cause of incidents, resolution, and implementation of the permanent solution to eliminate reoccurring incidents (problem management).
* Defining metrics that will be used during data analysis, and enable, measure and report on service performance (service measurement)
* Organizing status and performance data into informational reports that are understood and useful to the Sr. Management and the business users (for example, service scorecard, service dashboard, SLA reports) (service reporting)
* Maintaining and improving the quality of the service by agreeing to, monitoring, and reporting on achievements/challenges (service improvement)
* Participating in the project intake processes and providing, guidance, consulting, guidelines, and governance related to production support handover.


* Excellent computer applications skills. Including Word, Excel, PowerPoint, and Project
* Excellent written and verbal communication skills are critical for managing customer expectation and providing ongoing communication, Metrics and guidance.
* Ability to handle a fast paced, demanding and constantly changing environment
* Deadline oriented
* Excellent coach/leadership skills
* Strong customer service orientation


Minimum of 5 years experience in:

* Network office and distributed location network systems environments
* Experience in the support of a large data and voice network environment supporting diverse computer system environments
* Experience supervising staff or leading projects

Why Shoppers

At Shoppers Drug Mart, we have always remained true to our belief that the root of our success lies with our people. We pride ourselves on providing more ways to care about our patients, customers and community.

We offer unique work, and the benefits you would expect from a large corporation, all with a smaller company feel, as well as:

* A high energy and varied workplace that strives for and rewards excellence.

* Competitive pay structures, rewarding strong and consistent performance

* A highly customizable benefits plan, including a vacation purchase option

* Peer recognition programs

* Employee discounts on in-store purchases

* Opportunities for skill development and advancement in your work

* Learning and development through our SDM University

* Strong culture of charitable and community involvement

* Unique chance to work with an organization that is committed to improving the health and well being of Canadians

Learn more at or apply today.

We thank all candidates for their interest in the above-mentioned position. Please note, those candidates who meet the minimum requirements of the position will be contacted for scheduling.



M2J 4W8

Job Segments: IT Manager, Information Technology, Pharmacy, Consulting, Manager, Technology, Healthcare, Management