ITSM Manager

Ontario Teachers' Pension Plan - Toronto, ON (4 months ago)

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IT Service Manager

The opportunity

It is a revolutionary time at OTPP with the transformation of IT . Reporting to the Senior Manager, IT Service Management, we are looking for an IT Service Management (ITSM) Manager to provide strategic direction and hands-on execution for the implementation of ITSM processes. We need a collaborative, influential, technical expert who can balance the demands of running the day-to-day IT service management operations, with the greater responsibilities of designing and rolling out strategies and processes across the technology organization.

We need a Manager who can nurture and manage internal and external relationships effectively, with a focus on influencing the adoption of best practices, documenting and sharing knowledge, and aligning technology processes to benefit the way the business operates. You will be recognized as a leader as you work across the technology organization to ensure the operations of existing ITSM processes (Incident, Change, and Problem Management).

This is an exciting opportunity for someone looking to take the next step in their career at an organization where they will have the freedom to introduce and apply lean principles and best practices. It's a chance to influence the technical direction of a growing, respected business, directly manage a small team while expanding their knowledge base.

Who you'll work with

You will be part of a collaborative and innovative organization working with different levels of the organization on the business as well as the Infrastructure side, including business partners, stakeholders, service owners and IT senior leadership teams.

What you'll do

Process Leadership and Governance. You will be responsible for process governance, leadership, and execution on behalf of the Technology Organization. This includes process effectiveness, process measurement, and spearheading various process forums, including the Change Advisory Board (CAB), Incident Management Forums, and Problem Management. You will:

Run and maintain ITSM process documents and controls.
Define configuration and data requirements for the Service Management platform (ServiceNow).
Lead successful execution and adherence to processes and process documents.
Provide aggregate process reporting and metrics to executive audiences for process performance, trends, and areas of required focus in support of improving business service levels/outcomes.
Provide input in process improvement and toll improvement for ServiceNow.

Technology Asset Assessment Governance. You will be responsible for leading, organizing, and executing the processes governance forums associated with technology asset management. This includes chairing Change Advisory Board, Problem Advisory Board , Incident Review, etc. You will:

Deliver vital reporting and facilitate various analyses and decision making concerning ongoing technology portfolio management.
Ensure critical processes for OTPP IT teams to manage day to day operations are useful.
Develop the resource management plan for a team of small direct reports while contributing to the process management and work for in-house and offshore teams.

What you'll need
The education. You have a Bachelor’s degree in Computer Science, Business Studies, IT or equivalent experience. Intermediate ITIL certification and ServiceNow knowledge preferred.
The experience. You have 7+ years in information technology and 5+ years’ experience on IT Service Management tool (preferred ServiceNow). You have hands on experience in medium-to-large scale enterprise environments:
Designing and managing ITIL support services, processes and frameworks.
Working with the ServiceNow ITSM platform.
Collaborating with Managed Services and Offshore Delivery teams
Applying Process Improvement frameworks including Lean, preferably Six Sigma.
The leadership. You have in-depth understanding of building relationships and working with Application and Infrastructure teams presenting service performance, and developing service strategies.
The project management skills. You are highly detail oriented and meticulous with a design-forward approach. Your focus is accomplishing every milestone while ensuring processes are followed and issues are proactively dealt with. You have an excellent capability to negotiate, influence without authority, make recommendations, facilitate decisions, manage technical staff and organize work as it relates to IT
The transparent communication style. You can document and convert business needs into technical requirements. You can take very complex data and concepts and make them understandable and actionable by both business and technical professionals. You are an outstanding communicator in formal, informal, large, small, verbal and written communications.

What we're offering
Pay for performance environment that offers competitive salary and incentives
Numerous opportunities for professional growth and development
Comprehensive employer paid benefits coverage, including a Health Spending Account
Guaranteed retirement income through a defined benefit pension plan
Competitive time off
Discount programs including Edvantage and Perkopolis
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At Ontario Teachers', we are a globally minded organization and take pride ensuring that the people we hire and the culture we create reflects and celebrates diversity of thought, background and experience.

If you require an accommodation for the application, recruitment or interview process, please let us know and we will work with you to meet your needs.

How to apply

Are you ready to pursue new challenges and take your career to the next level? Apply today!

We thank you for applying, however, only those selected to continue will be contacted. Note that candidates must be legally entitled to work in the country where this role is located.


Functional Area:
Information Technology

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