Frontline Services Office Lead

WSP; Montreal; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading engineering firm in Montreal seeks an FLS Office Lead to support management in aligning with the FLS Roadmap and drive budget processes. The ideal candidate holds a Bachelor's in IT, has experience in ServiceNow, and excels in strategic relationships. This hybrid role emphasizes team transformation and building strong relationships across regions.

Benefits

Flexible work options

Comprehensive employee-focused benefits

Attractive pay

Qualifications

• Experience of implementing, operating, and measuring ITIL processes.
• Solid knowledge of ServiceNow.
• Proven experience of line management in a matrix organisation.

Responsibilities

• Contribute insights to the FLS Leadership Team.
• Own strategic development processes within the FLS team.
• Drive budget processes for the Frontline Service team.

Skills

Strategic partnering

Strong communication skills

Customer awareness

Team transformation

Proficient in ServiceNow

Budgeting knowledge

Education

Bachelor’s degree in Information Technology or a related field

Tools

ServiceNow

Job description

Overview

The Opportunity:

The FLS Office Lead supports the Global VP of Frontline Services and the entire FLS management team in aligning with the FLS Roadmap, managing financial planning, analyzing technology trends, and overseeing the NPS survey lifecycle, acting as a strategic and tactical extension of the FLS leadership. The position reports to the Director FLS and Service Management Office but works closely on a daily basis with the Global VP of Frontline Services as well with the Directors in FLS.

Why choose WSP?

• We value and are committed to upholding a culture of inclusion and belonging
• Our Flexible Work Policy – we recognize the importance of balance in our lives and encourage you to prioritize the balance in yours. We will support you on and off the job so you can be fully present in both your work and home lives.
• A Canadian success story - we\'re proud to wear the red and white of this beautiful country and show the world what Canada has to offer.
• Enhance the world around you - from the environment to the highways, to the buildings and the terrain, WSP is the fabric of Canada.
• Outstanding career opportunities - we\'re growing and pushing ourselves every day to be greater than yesterday - we\'re open to your ideas and trying new things.
• A phenomenal collaborative culture and a workforce filled with genuinely good people who are doing humbly important work. Come find out for yourself what it\'s like to be a part of our journey.

We offer attractive pay, flexible work options, a great corporate culture, comprehensive and employee-focused benefits including virtual healthcare and a wellness platform as well as great savings programs, and a clear vision for the future.

#WeAreWSP

What you can expect to do here:

Responsibilities of this role include (but are not limited to):

Responsibilities

• Contribute insights to the FLS Leadership Team
• Support in the development of the FLS leadership team to enhance the end-user experience and productivity
• Own strategic development processes within the FLS management team
• Drive the budget process for the Frontline Service team, ensuring transparency in IT spending working closely with IT Strategy and Governance and Finance
• Define and coordinate cross-departmental initiatives supporting enterprise-wide objectives
• Build strong relationships across regions, effectively leading a geographically dispersed team
• Ensure active participation in governance forums, fostering regional stakeholder relationships
• Oversee staffing, coaching, and performance evaluations to maintain a high-performing team
• Set and monitor performance targets, ensuring accountability for outcomes
• Promote a balanced work environment that supports both personal and professional growth
• Lead communications to secure alignment on strategic initiatives, including resource allocation and vendor management
• Adapt communication style to different audiences, actively listening and providing feedback
• Deliver presentations that effectively convey strategic insights
• Facilitate strategic discussions in FLS management meetings, guiding operational reviews and tracking progress

What you’ll bring to WSP

• Bachelor’s degree in Information Technology or a related field
• Experience of implementing, operating, and measuring the effectiveness of ITIL processes and SLAs within a service management organisation with a mind to continual improvement
• Solid knowledge and experience of ServiceNow
• Proven experience of line management and the development of individuals within a matrix organisation structure. Track record in team transformation and team building
• Proficient in strategic partnering with a passion for developing win-win relationships
• Strong customer awareness and a proven track record of ensuring the customer is always at the forefront of decision making
• High level of engagement to develop effective working relationships
• Thrives on change and inspires colleagues to embrace and embed new ways of working
• Actively removes any boundaries to create an environment that promotes and encourages teamwork across the IT organisation. Engenders a collaborative approach through own personal working style and excellent communication skills
• Proven knowledge of basic budgeting and accounting practice

#LI-Hybrid