Manager, Service Delivery Quality

Manager, Enterprise Service Management
Why join us?
We are looking for a highly motivated Manager, Enterprise Service Management to join our team in Toronto.
You will be a key member of a highly engaged and high reaching world-class team. Our winning culture prioritizes people development and focuses on long-term growth. We take great pride in leading the industry by earning respect through every interaction, every day. We go above and beyond to protect and grow our relationships by anticipating needs, being honest and considerate, and valuing clients as genuine partners.
This responsibility includes working within our internal team and partners to deliver ITIL based solutions. This position will govern and ensure oversee operational execution of OMERS existing process (incident, problem, change, event) as well as help define new capabilities for CMDB and other related best practice.
In this role, you will be a champion of IT Service Management (ITSM) best practices across a dynamic Enterprise. The role will help to manage various ITSM processes/practices with primary focus on Change, Incident, Problem, Event and CMDB Management value streams. You will apply your analytical skills to identify deviations from documented policies/procedures and pinpoint opportunities for continual service improvement (CSI).
The Manager, Enterprise Service Management will add value by providing best practice guidance to IT support teams, that mitigates risk and ensures stable/reliable IT service delivery to the enterprise. The position requires ITIL expertise, superior analysis and facilitation capabilities, and a strong understanding of how decision-making can be supported by reliable data. Experience with ITSM tools (e.g. ServiceNow) is an asset. The candidate will have the ability to collect, analyze, interpret and succinctly summarize information.
As a member of this team, you will be responsible to

• Lead successful execution and adherence to processes.
• Assist with Post Major Incident Review meetings, as well as post failed change meetings to review MI efforts and identify improvement items.
• Assist with the maturity of the CMDB and other related process.
• Contribute to the other practices under this program (Incident, Problem, & Event Management). Involved in development and execution of the entire lifecycle for these practices.
• Lead requirements working directly with the Audit & Compliance teams to gather and provide the required documentation need to support audit requirements. Track and contribute to the completion any audit gaps.
• Backfill for operational work as needed Facilitate the CAB (Change Advisory Board) meetings.
• Provide process reporting and metrics to executive audiences for process performance, trends, and areas of required focus in support of improving business service levels/outcomes.
• Collaborate and connect with internal stakeholders to uncover improvement opportunities.
• Follow-up on mitigation and preventative action items; escalate when necessary.
• Development of Policies, Processes, Procedures and Training to support Change / Incident / Problem / Event Management practice. Deliver ITSM process/practice training and coaching as required.
• Perform other related duties as assigned or required.

To succeed in this role, you have

• Strong oral and written communication skills and interpersonal skills.
• 6 years of Information Technology Management and/or Business Management degree/certification or equivalent work experience.
• Understanding of human-centered design methods including design thinking, service blueprinting, storyboarding, and journey mapping.
• The ability to draw insights, analyze metrics, and convey ideas clearly and concisely.
• You’ll have minimal foundation ITIL certification and ServiceNow (or equivalent) knowledge preferred.
• Hands on experience to drive process maturity & operationalize the process.
• The ability to work with and coordinate with multiple stakeholders.
• Experience in creating, implementing and driving continual service improvement plans.
• Hands on experience with ServiceNow or any equivalent ITSM ticketing system.
• 4 years of enterprise level IT Service Management experience.
• General understating of a variety of best practice PMP, Agile, Lean IT, Six Sigma, etc.

Our story
Founded in 1962, OMERS is one of Canada’s largest defined benefit pension plans, with $124 billion in net assets as at December 31, 2022. OMERS is a jointly-sponsored pension plan, with more than 1,000 participating employers ranging from large cities to local agencies, and over half a million active, deferred and retired members. OMERS members include union and non-union employees of municipalities, school boards, local boards, transit systems, electrical utilities, emergency services and children’s aid societies across Ontario. Contributions to the Plan are funded equally by members and employers. OMERS teams work in Toronto, London, New York, Amsterdam, Luxembourg, Singapore, Sydney and other major cities across North America and Europe – serving members and employers and originating and managing a diversified portfolio of high-quality investments in public markets, private equity, infrastructure and real estate.
OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.