Director, It Service Management

Company Description

Make an impact at a global and dynamic investment organization

When you invest your career in CPP Investments, you join one of the most respected and fastest growing institutional investors in the world. With current assets under management valued in excess of $500 billion, CPP Investments is a professional investment management organization that globally invests the funds of the Canada Pension Plan (CPP) to help ensure long-term sustainability. The CPP Fund is projected to reach $3 trillion by 2050. CPP Investments invests in all major asset classes, including public equity, private equity, real estate, infrastructure and fixed-income instruments, and is headquartered in Toronto with offices in Hong Kong, London, Luxembourg, Mumbai, New York City, San Francisco, São Paulo and Sydney.

CPP Investments attracts and selects high-calibre individuals from top-tier institutions around the globe. Join our team and look forward to:

• Global career development opportunities
• Diverse and inspiring colleagues and approachable leaders
• Being motivated every day by CPP Investments’ important social purpose and unshakable principles
• Accelerated exposure and responsibility
• A deeply rooted culture of Integrity, Partnership and High Performance
• A flexible/hybrid work environment combining in office collaboration and remote working
• Stimulating work in a fast-paced, intellectually challenging environment

If you share a passion for performance, value a collegial and collaborative culture, and approach everything with the highest integrity, here’s an opportunity for you to invest your career at CPP Investments.

Reporting into the Managing Director, Cloud & Digital Workplace the Director, IT Service Management will lead IT service management activities across Technology & Data. This critical role is responsible for driving the customer-focused service management lifecycle strategy, driving operational practice improvements, managing day-to-day activities, and maturing the incident, request, problem and change management processes.

This hands-on strategic role will be accountable for:

• Continuous Improvement: Maturing & developing a culture of continuous improvement for IT Service Management.
• Building Partnership: Building strong partnerships with various groups including IT operations, infrastructure, application engineering and business teams to further strengthen the overall effectiveness and efficiency of IT.
• Building a high performing team: Build a team with appropriate competencies and skillsets to deliver services that meet and strive to exceed business expectations. Lead the team towards a high-performance culture.
• IT Service Management: All aspects of IT Service Management including incident management, problem management and change management.
• Improving Operational Practices: Leveraging data and operational practice reviews across technology and data to identify and drive improvements.

Major accountabilities include:

IT Service Management, Governance and Controls

• Act as a senior level escalation point.
• Oversee process to ensure the Service Level Agreements (SLAs) and are published and met by support teams.
• Identify potential areas where existing policies, processes, controls, and tools require change or need to be developed to ensure appropriate governance objectives are met and to support the Enterprise Risk Framework.
• Accountable for leading the Change Management, Incident & Request Management processes and leading day-to-day issues including incident resolution, root cause analysis/reporting and problem management.
• Develop performance measures and consistently report metrics to IT Services Leadership team.
• Responsible for service management process implementation, service management metrics and reporting, and improvements to IT Service Management platform
• Working closely with colleagues in Risk and Information Security to develop, implement and maintain internal controls over ITSM processes.
• Ensure appropriate work flows, policies, standards and processes are in place.
• Define and implement a strategy to drive adoption of service management and operational best practices.

Operational Practices Improvement

• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
• Responsible for analysing release and deployment practices across T&D and driving improvement initiatives

Leadership

• Focus on coaching and development of staff, with proven ability to get the best out of people.
• Build a high performing global team with appropriate competencies and skillsets to deliver services that meet and strive to exceed business expectations.
• Instill a focus of responsiveness and sense of urgency within the team.
• Foster a culture of transparency within the team and organization.

Stakeholder Engagement

• Ability to build relationships across the organization to understand various client needs.
• Ability to manage multiple stakeholder groups simultaneously.
• Establish relationships across CPP Investments and work collaboratively across the organization.
• Ability to escalate when necessary to leadership with clear articulation of impact.

Metrics, Monitoring and Reporting

• Develop relevant scorecard and metrics to monitor KPIs and implement efficient reporting processes.
• Understand and use the metrics constructively as a tool for service improvement, using them to drive improved behaviors and performance.

Qualifications

• Understanding of cloud, CI/CD and continuous delivery tools and how they fit in with modern ITSM practices
• Proven ability to build strategic relationship and influence key stakeholders.
• 10+ years of progressive experience in an IT Service Management and operations
• Bachelor’s degree in business, computer science, engineering, or related field.
• Strong problem-solving skills and a track record of execution.
• High level of initiative and work well in a team environment.
• Exemplifies CPP Investments’ Guiding Principles of integrity, partnership, and high performance.
• A “change agent” with proven ability to lead change across an organization in matters that require a major shift in thought and behavior.
• Polished communication skills with experience presenting at the executive level. Ability to communicate credibly and persuasively with the broader organization and helping overcome the inevitable barriers to behavioral change.
• Strong understanding of agile practices and continuous delivery Deep knowledge of ServiceNow and other tools used in ITSM environment.
• Demonstrated experience in leading process improvement and organization change initiatives.
• Proficiency in extracting and analysing service data to identify trends and areas of improvement

Additional Information

Visit our LinkedIn Career Page or Follow us on LinkedIn.

At CPP Investments, we are committed to diversity and equitable access to employment opportunities based on ability.

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.

Our Commitment to Inclusion and Diversity:

In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.

Disclaimer:

CPP Investments does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered. CPP Investments will not pay any referral, placement or other fee for the supply of such unsolicited resumes or information.

Mandatory Vaccine Policy

All employees in the Toronto, Sydney and Hong Kong offices will be required to be vaccinated against COVID-19. Accommodations to this policy will be made for medical or other protected grounds. Please contact us to discuss any accommodation needs.