IGM Service Process and Procedure Manager

Mackenzie Financial Corporation - Toronto, ON (30+ days ago)

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Job Description:
IGM Financial Inc. is one of Canada's premier financial services companies, and one of the country's largest managers and distributors of investment funds and other managed asset products, with over $165.4 billion in total assets under management as of June 30, 2020. Its activities are carried out principally through Investors Group Inc., Mackenzie Financial Corporation and Investment Planning Counsel Inc.

We are focused on the long-term strength and stability of our companies and recognize these as core responsibilities to our clients and shareholders as we adapt and lead in an ever-changing world.

Why should you join the IGM family?

Be part of a winning culture!
Your opportunity to develop and work with smart, highly capable leaders who are passionate and innovative
A genuine commitment to diversity and inclusion, through public goals, a variety of external partnerships/employee groups and an inclusive environment
A fulfilling employee experience – we offer competitive terms, a collaborative/respectful way of working and connect strongly with our community


The IGM Technology Service Governance & Reporting team is accountable to act as a point of contact/business relations to key 3rd party IT service providers; assessing and driving on-going improvements in service delivery, including defining and monitoring performance of key performance indicators/metrics, managing technology and business issues as they relate to contracts managed; ensuring business value for services provided and cost optimization. The Service Governance & Reporting team manages the IGM Technology Service Lifecycle and Service Catalog, inclusive of all major ITIL processes such as release, change, configuration management, communication, incident, and problem management, and partners with the business and Enterprise Architecture to ensure effective service strategy and design.

The Service Process and Procedure Manager is accountable for facilitating and documenting all key ITSM processes governed or contributed by the IGM Service Governance and Reporting team. The role is responsible for the capture of current state processes, conducting gap/opportunity analysis, and creating target state processes with required key stakeholders. Under the direction of the Manager, Service Governance, the role would develop, evolve, maintain and socialize the processes to the business and technology teams required, including 3rd party vendors. The role is responsible for institutionalizing the processes within the Enterprise through techniques, including but not limited to, creation and deployment of runbooks/playbooks or procedures to be executed by IT and business resources.

Capture and maintain a macro view of all IGM ITSM processes through a process inventory
Conduct process current state analysis, clearly identifying roles performing activities, integrations with systems, and key inputs and outputs between activities
Meets with stakeholders to appropriately capture all details, edge cases, documents all findings, and reviews to ensure understanding
Elicit process gaps and opportunities within the current state and determines benefit anticipated and effort to implement for each opportunity
Maintains a backlog of opportunities for future consideration
Works with process owners and key stakeholders to determine which items should be implemented in target state
Attempt to standardize processes for all IGM Tech vendors and provides impact analysis/rationale if standardization is not possible
Determine appropriate method to institutionalize the process, depending on the groups impacted/stakeholders, including the creation and maintenance of runbooks/playbooks/procedures for affected/interested stakeholders to execute the process
Conduct regular assessment of current state processes against governance gaps, lack of understanding in processes, or processes not being followed
Own the process and procedure book of record/information repository
Build and conduct regular communication/socialization/training sessions on ITSM processes, including walkthroughs on where information is stored, runbook/playbook/procedure table-top walkthroughs, and how to provide feedback
Assist in the definition and monitoring of relevant process reporting and metrics
Provide process representation from design to deployment of all changes and releases of the ITSM tool(s)
Development of RACI matrices and Venn Diagrams as required to indicate clear roles and responsibilities for processes
Development of supporting policies and standards to accompany processes, as required
Creation and maintenance of process and procedure templates/standards
Process maturity assessment development, data collection, and insights
Other process related duties as assigned


Strong business analysis background, including strong facilitation and process diagram (activity diagrams with swimlane) experience
Excellent communication and active listening. Ability to capture understanding in real time to generate effective meetings and process design.
Proven experience in current state, gap/opportunity analysis, and target state development
Proven experience in institutionalizing target state processes within organizations
Strong conflict management skills
Demonstrated experience in influential communication to senior management and stakeholders with proven leadership skills
Strong verbal and written communication skills, problem solving skills
Ability to work across functional areas to drive continuous improvement
Ability to work in challenging and ambiguous environments
Ability to use data-driven techniques, analyze and interpret data
Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
Strong customer experience and service orientation mindset
Ability to organize work as a project and work across multiple projects
Post-secondary education in Computer Science, Business Analysis, or other process analysis related certification
ITIL Practitioner certification or similar
3 to 5 years’ experience in IT Service Management role

CBAP or CCBA certification
Experience in Value Stream Mapping
Lean Six-Sigma certifications
Project Management experience
UML 2.0 use case and activity diagram experience

Internal Applicants:
If you are interested in applying for this position please direct applications on-line using the “apply for this job” icon located at the bottom or to the left of the posting. If you would like to refer someone for the position please email the posting using the “email this job” option and have your referral indicate that they were referred by you when completing the application. All resumes should be received by August 14, 2020. If you have any questions regarding this position, please contact Human Resources. Please record your extension number on your resume and cover letter. The Career Level Framework for this position is P7.

External Applicants

We thank all applicants for their interest in Mackenzie Investments; however only those candidates selected for an interview will be contacted.

Mackenzie Investments offers an exciting and challenging work environment, a competitive base salary, performance-based bonuses, excellent benefits, recognition for your accomplishments, and opportunities for personal and professional growth.

Mackenzie Investments is an equal opportunity employer and is committed to providing employment accommodations in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act. Please advise Human Resources if you require an accommodation.

File # 20-97