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Service Catalogue Lead
4 months ago
The Service Catalogue Lead will play a crucial role in developing a digital research infrastructure service catalogue, accessible to all researchers across Canada. Reporting to the Director of Strategic Initiatives, this position involves close collaboration with both internal and external stakeholders to ensure alignment with project goals.
Key Responsibilities
Service Catalogue Development:
Lead the creation of a comprehensive service catalogue.
Define service offerings and catalogue service descriptions for accessibility via a service portal.
Stakeholder Engagement:
Collaborate with local and provincial partners to gather requirements and solicit feedback.
Ensure the service catalogue meets the needs of the research community and aligns with project objectives.
Pilot Approach Development:
Work with local and provincial service partners to build a pilot integrating local services into the national framework.
Create a one-stop-shop for researchers.
Service Portal Implementation:
Oversee the implementation of the service portal.
Ensure a user-friendly interface and seamless integration with the service catalogue.
Documentation and Training:
Create and maintain documentation, user guides, and training materials.
Support the adoption and use of the service portal and catalogue.
Continuous Improvement:
Stay updated on industry best practices and emerging trends in service management and digital research infrastructure.
Contribute to the continuous improvement of the service catalogue and associated processes.
Qualifications
Bachelor's degree in Information Technology, Business Administration, or a related field; Master's degree preferred.
5+ years of experience in service management, catalogue development, or related roles, preferably in technology, research, or academic sectors.
Strong understanding of digital research infrastructure, research data management practices, and academic research environments.
Experience in developing and managing service catalogues, including defining service offerings, describing services, and user experience design.
Excellent communication and stakeholder management skills, with the ability to engage and influence a diverse range of stakeholders.
Strategic thinker with a customer-centric mindset, able to anticipate and respond to the evolving needs of the research community.
Detail-oriented with strong organizational and project management skills, able to manage multiple priorities and deliver results in a fast-paced environment.
Knowledge of service management frameworks such as ITIL is preferred.
