Associate Director (UK/Europe), Global IT Support

OMERS; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

Join a dynamic team as an Associate Director in our Data & Technology group at OMERS. This role focuses on supporting business users, leading IT practices, and driving continuous improvement. Ideal for candidates with extensive IT service management experience and a passion for enabling technology solutions in a collaborative environment.

Qualifications

• 5-7 years of relevant experience supporting Microsoft technologies.
• Strong knowledge of Windows and Microsoft Office products.
• Microsoft Certifications MCP, MCSE, ITIL Foundations preferred.

Responsibilities

• Lead the on-site team in client-side technical issues resolution.
• Manage installations and provide technical support for client-side technology.
• Collaborate with IT teams to ensure compatibility and transparency.

Skills

Problem-solving

Analytical skills

Communication

Education

University program in Computer Science, Engineering or Mathematics

Tools

ServiceNow

Microsoft Exchange Online

Windows 11

Active Directory

Office 365

Job description

Choose a workplace that empowers your impact.

Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be — and deliver — your best.

We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 600,000+ members, placing their best interests at the heart of everything we do.

Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.

Don’t just work anywhere — come build tomorrow together with us.

Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply.

SCOPE OF ROLE

We are looking for an experienced Associate Director to join our Data & Technology (D&T) group as a member of the Enterprise Governance and Technology team. Reporting to the Director, Global Client Services, the Associate Director will oversee day to day support for business users, including Executives, in our London office, with remote support provided for offices in Europe. As the London office has a small IT team, responsibilities include taking on a share of the support of enterprise applications, hardware and network connectivity. As the Data & Technology onsite leader for the UK and Europe site, the Team Lead will act as the onsite resource supporting and coordinating request, incident problem, change and project activity.

In this role, you will be a champion of end user services leading practices across a dynamic enterprise based on ITIL foundations. In addition, you will contribute to the development and execution of continuous improvement initiatives. This position requires deep experience in ITSM best practices, including queue management, quality management, knowledge management and continual improvement. You will have expertise in leveraging ITSM data and technology to drive a Shift-Left strategy and contribute to the implementation of our annual strategic plan. Experience with ServiceNow is an asset. The role requires strong problem-solving and analytical skills and must ensure both operational stability and end-user satisfaction.

Effective communication is a must as the Associate Director will be required to interact with all areas of leadership to refine, optimize, and transform ongoing services. The Associate Director must strive to create a positive work environment, provide mentorship to team members and actively work to create strong business and employee relations.

RESPONSIBILITIES:

• Lead the local on-site team in the resolution of client-side technical issues and inquiries for OMERS Global Investments and Oxford Properties teams.

• Perform a portion of the incident and request work, assuming the other on-site staff are fully utilized.

• Technical expert that supports a wide range of technology across our enterprise environment with interactions globally (London UK, Toronto, New York, Sydney, and Singapore). Focused on client-side technical inquiries covering:

  • Investment Business specific client software (Dynamics 365 CRM, CRD, Bloomberg, Microsoft SharePoint, Portfolio Management and Power BI Analytics solutions)

  • Application specific tasks (User authentication methods, Reporting, Integration to Infrastructure, Application Security, Backup and retention).

  • Off the shelf OS, technology and software (Windows 10, Active Directory, Microsoft Exchange Online, Office 365, SCCM, Microsoft Office applications, Mobile Device Management Applications)

• Regularly meet with the business heads and management to review metrics, obtain feedback and identify opportunities for improvement

• Identify and suggest improvements to continually increase the effectiveness of the local team

• Work with internal and external teams to guarantee quality delivery of the related services and data

• Manage and perform installations, configurations and provide technical support for all client-side technology, business tools, Investment Applications and solutions

• Assume responsibility for troubleshooting and liaise with relevant parties (OMERS and Oxford teams and global users, external vendors, to ensure timely resolution for issues ranging from:

  • Network connectivity

  • Hardware (Laptops, communication equipment, Smartphones)

  • Remote Access

• Develop and maintain strong relationships with clients and external vendors with specific focus around managing our production environment

• Actively participate in BCP/DR planning and execution processes with respect to specific entity needs and requirements

• Responsible for ensuring any new laptop images are in full compliance with all currently used applications, utilities and systems

• Collaborate with OMERS IT teams to test and manage delivery of MS application and upgrade packages for all technology or specific tools to ensure full compatibility and transparent deployment to clients

• Contribute to the research, evaluation, selection, testing and implementation of new hardware and software technology

• Lead the local team in maintaining change, problem, request and incident tickets

• Create and maintain documentation for all supported technology platforms and applications

• When required, work outside regular business hours including evenings, nights and weekends for troubleshooting and implementation purposes – OT is available

• Work constantly to broaden knowledge, learn new things and adapt to a dynamic and evolving technical and business environment

QUALIFICATIONS:

• Deep experience in supporting off-the-shelf OS, technology and software such as Windows 11, Active Directory, Microsoft Exchange Online, Office 365, SCCM, Microsoft Office applications and Mobile Device Management Applications

• Strong problem-solving and analytical skills and must ensure both operational stability and end-user satisfaction

• Ability to learn new technologies and collaborate with peers in other locations to resolve user issues and provision services with a sense of urgency

• University program in Computer Science, Engineering or Mathematics preferred, other equivalent programs and experience in the information systems discipline will be considered

• 5 years of relevant IT experience. Experience in the Finance sector is an asset

• Microsoft Certifications MCP, MCSE, ITIL Foundations are preferred

• 5-7 years of relevant experience, working deploying and supporting Microsoft technologies, database management, and security concepts and practices

• Strong knowledge of Windows and Microsoft Office products

• Working knowledge and understanding of various network architecture components (i.e. TCP/IP, Windows Domains and Active Directory concepts, DNS servers, etc.)

• Experience managing business critical incidents

• Strong analytical and problem-solving skills to resolve technical issues and recommend solutions

• Excellent interpersonal and communication (oral and written) skills to deal with users of varying levels of technology expertise

• Organizational skills to prioritize work and track the status of multiple activities

• Demonstrated experience in working independently and effectively with clients, management, external application and data providers

• Experience with ServiceNow is an asset

As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.

From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.