Manager, It Service Management

The Opportunity

The Manager, IT Service Management is accountable for the ongoing direction and management of 11 ITSM processes defined at Ontario Teachers’ Pension Plan including Service Request and Catalog Management, Incident Management, Service Level Management, Change Management, Problem Management, Configuration Management, Asset Management Event Management, Availability Management, Knowledge Management, Continual Service Improvement, and on behalf of the technology organization.

This role is responsible for overall process efficiency, leading continuous process improvement, , process performance tracking, in alignment with business objectives. Additionally, the ITSM Manager is accountable for providing direction for ITSM platform configuration/implementation, running the day to day IT service management operations, ensuring ITSM processes are followed across operations and reviewing process related goals/KPIs.

Who You’ll Work With

Working with 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. 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, shareholders, 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 efficiency, process measurement, and spearheading various process forums, including the Change Advisory Board (CAB), Incident Management Forums, and Problem Management. You will:

• Provide input in process improvement and toll improvement for ServiceNow.
• Define configuration and data requirements for the Service Management platform (ServiceNow).
• Run and maintain ITSM process documents and controls.
• 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.
• Lead successful execution and alignment to processes and process documents.

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.
• 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.
• Ensure critical processes for OTPP IT teams to lead day to day operations are useful.

What You’ll Need

• You have 7+ years in information technology and 5+ years’ experience on ITSM tool (preferred ServiceNow).
• You have in-depth understanding of establishing relationships and working with Application and Infrastructure teams communicating service performance, and developing service strategies.
• You can document and convert business needs into technical requirements. You can take very complex data and concepts and make them understandable and impactful by both business and technical specialists. You are an outstanding communicator in formal, informal, large, small, verbal and written communications.
• Experience with the ServiceNow ITSM platform.
• Collaborating with Managed Services and Offshore Delivery teams
• You have a Bachelor’s degree in Computer Science, Business Studies, IT or equivalent experience. Intermediate ITIL certification and ServiceNow knowledge preferred.
• Designing and leading ITIL support services, processes and frameworks.
• Applying Process Improvement frameworks including Lean, preferably Six Sigma.
• You are highly detail oriented and meticulous with a design-forward approach. Your focus is accomplishing every achievement 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, lead technical staff and prioritize work as it relates to IT.

What We’re Offering

• The opportunity to invest back into the fund through our Deferred Incentive Program
• Numerous opportunities for professional growth and development
• Competitive time off
• Degreed: a digital platform that helps you quickly and easily discover, share, and track various learning resources — from courses to videos to articles and more
• Pay-for-performance environment that offers competitive salary and incentive
• Employee discount programs including Edvantage and Perkopolis
• A flexible/hybrid work environment combining in office collaboration and remote working
• Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year
• Comprehensive employer paid benefits coverage
• Retirement income through a defined benefit pension plan

At Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring. We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves. To learn more about our commitment to Diversity, Equity and Inclusion, check out Life at Teachers'.

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 digital interview as part of your application.

Accommodations are available upon request ([email protected]) for candidates with a disability taking part in the recruitment process and once hired.

Candidates must be legally entitled to work in the country where this role is located.

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Functional Areas

Information Technology

Requisition ID

5128