Manager, Productivity Solution

4 weeks ago

Vancouver, British Columbia, Canada TEEMA Full time
Job Title: Manager-Productivity Solution & DeliveryJob ID: BJ Location: Vancouver, BCOverview:Reporting to the Senior Director, IT Operations and Infrastructure in Vancouver, the Manager, Service Management Office – Configuration Management Database is responsible for the design, implementation, execution, quality, and governance of IT Service Management process controls, in alignment with the Service Management Office (SMO) policies and objectives. The IT Service Management process for which this position is responsible is: Service, Asset, and Configuration Management (SACM), which, given its current size and maturity, also includes performing the Discovery Manager, and Asset & Configuration Manager roles. This role will coordinate with other Process Owners and Process Managers to define, expand and mature the SACM process across the IT and OT delivery organizations, ensuring it is fit-for-purpose to deliver IT services. What you will be doing:
  • Design processes and improvements based on the ITIL framework, to align with the company's maturity level, soliciting input from other Process Owners, Process Managers and business and IT partners
  • Monitor and review the execution of the SACM process at a high-level to ensure it remains consistent with the IT Service Management strategy and roadmap, and ensures tight coordination and integration with other consuming IT processes
  • Collaborate with other Process Owners to design appropriate process interfaces between other ITSM processes
  • Secure stakeholder approval of the process design and changes
  • Provide and/or approve all business requirements, use cases, stories, etc. for the tools and interfaces that support new or improved functionality of the CMDB, and groom the product backlog
  • Build and implement plans to drive adoption of new processes and procedures through campaigns using available communications channels, providing early awareness of service changes, providing educational materials and training, and knowledge transfer to IT support teams and organizational champions
  • Document the process and procedures, make it available in the ServiceNow Knowledge Base, keep the content current and relevant, and ensure customers and partners have ready access and are aware of such
  • Identify, review and prioritize opportunities for process improvement, including providing a forum for process feedback and ensuring it is addressed as a Process Owner panel member of the ITSM Council
  • Engage with strategic projects to ensure Configuration Management can deliver required CMDB functionality within project timeframes
  • Collaborate with IT Operations, Service Delivery, Enterprise Architecture and IT Business Unit leaders to develop processes in alignment with the business strategy and desired outcomes
  • Develop positive relationships with Business Unit leaders and IT Delivery partners across the organization to identify Services that can be provided through the Service Catalogue to help realize greater organizational value
  • Periodically review the processes, ensuring they reflect the company's ITSM maturity and align with the strategic SMO Roadmap
  • Define policies and standards to be employed throughout the process and conduct periodic audits to ensure compliance
  • Ensure that all process activities are carried out by regularly producing and sharing process 'Health check' reports with partners, and investigating and correcting exceptions
  • Where a separate role has not been defined to implement and deliver ITIL processes that fall under the Process Owner's purview, such as the Asset & Configuration Manager, and Discovery Manager roles, the Process Owner shall assume and perform the duties accordingly, as follows:
  • Evaluate important metrics against the defined critical success factors and institute actions to correct shortcomings or further streamline the process as necessary
  • Conduct Service, Asset, and Configuration Management audits; ensure that corrective actions identified in process and/or database audits are carried out
  • Validate and quality check newly crafted assets and configuration items by Asset and Configuration coordinators and CI Owners
  • Ensure appropriate security and access levels to the Asset database and CMDB
  • Review and participate in significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed
  • Train and coach new Asset and Configuration coordinators and CI Owners
  • Plan and lead the population of Assets and the CMDB, including discovery, integrations, and other data import methods
What you must have:
  • A degree in Computer Science or a related field OR a combination of relevant experience and education
  • 5 years of experience or equivalent knowledge in the area of IT infrastructure
  • 2 years using ServiceNow or equivalent ITSM tool
  • Experience managing a team through transformation
  • Fluent knowledge of ITIL v3 or v4
  • Business process design and documentation, including excellent Visio skills
  • Good communication skills, both written and verbal, with the ability to communicate technical topics to leadership on down
  • Organizational change, including training
  • Excellent partner management skills
For more information about TEEMA and to consider other career opportunities, please visit our website at By applying to TEEMA on any job portal implies you are entering into a business relationship with us and therefore grants TEEMA consent to send you further job updates or industry and company-related information.

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