Manager, IT Service Management

Job title: Manager, IT Service Management

Company: Ontario Teachers’ Pension Plan Board

Job description: Manager, IT Service ManagementThe opportunity

We are looking for collaborative, influential, technical professional accountable for designing, running the day to day IT service management operations and ensuring ITSM processes are followed across enterprise.

In this role, you will provide ongoing direction and management of ITSM processes including Knowledge Management, Event Management, Service Request Management and Continuous Service Improvement processes on behalf of the technology organization.

This is an exciting opportunity for someone looking to take a step in their career where they will have the opportunity to apply the experience with process governance, continuous process improvement, process performance tracking and align them with OTPP ITSM enterprise processes and standards. Who you’ll work with

Working along with the Senior Manager, IT Service Management, you will be part of a collaborative and innovative group working with different levels of the organization as well as the Infrastructure partners, sponsors, service owners and IT senior leadership.

This role is responsible for a significant amount of matrix leadership requiring effective influence without authority for driving work and direction across multiple teams and technology disciplines. What you’ll do

Define, Design and Implement Knowledge, Event, Service Request/Service Catalog and Continuous Service Improvement ITSM processes based on industry standard ITIL framework

Responsible for day to day management of defined ITSM processes

Develop and maintain a roadmap that drives implementation through process delivery, metrics and governance

Define process and data requirements for the Service Management platform (ServiceNow), and leads analysis of critical processes and process documents

Establish KPIs, metrics and reports to measure processes performance by evaluating the effectiveness and efficiency

Facilitate analysis and decision making with respect to ongoing ITSM Processes – Knowledge, Event, Service Request and CSI Partner with internal and external stakeholders across the organization

Work closely with Compliance, internal and external audit teams to ensure process controls are met What you’ll need

University degree in Computer Science, Information technology or other related discipline or relevant industry experience.

5+ years of experience in ITIL processes and frameworks

10+ years of experience in Information Technology

In-depth knowledge of ServiceNow’s IT Service management processes

Significant experience designing and implementing ITIL support services in medium to large scale enterprise environments

Experience working with Managed Services and Offshore Delivery teams

Experience using Process Improvement frameworks including Lean and Six Sigma preferred

Strong management and leadership skills, excellent organization skills and attention to detail.

Strong understanding of the software development life cycle (SDLC) and ITIL process frameworks.

In-depth knowledge of ServiceNow’s IT Service management processes 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

Degreed: a digital platform that helps you quickly and easily discover, share, and track ALL kinds of learning resources – from courses to videos to articles and more.

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. Through our Inclusion & Diversity Employee Resource Groups (ERGs) events, celebrations , we offer a variety of opportunities for colleagues to connect for the purposes of professional development and networking & mentoring.

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!

You may be invited to complete a pre-recorded interview as part of the recruitment process. This will take no longer than 10 minutes.

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.

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Functional Area: Information Technology

Requisition ID: 3208

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Expected salary:

Location: Toronto, ON

Job date: Thu, 21 Jan 2021 23:05:29 GMT