Sr. Process Manager – IT Service Management

2 months ago

Old Toronto, Canada ProViso Staffing Full time
Story Behind the Need:

The IT Service Management team delivers best-in-class technology enhancements in service management for our internal stakeholders and users via robust processes, tools, and governance.
The project is ongoing and is a large initiative that aims to re-engineer all of the Service Management processes within the organization and implement all tooling that is needed to support that effort.

Candidate Value Proposition:

The Sr. Process Manager, Problem Management drives the adoption of best practices through governance, standards, policies, and education that will drive insights, empower automation, and protect our regulatory posture. You’ll also champion and help execute the product roadmap for the related application modules across Service Management tooling.

Typical Day in Role:
  • Help to drive the strategic vision for the process area through developing close relationships with stakeholders across the bank.
  • Lead the creation and maintenance of documentation.
  • Develop and deliver process training.
  • Review process KPIs and Metrics and review with leadership and key stakeholders.
  • Process analysis:
    • Work with business stakeholders, platform team and representatives from CIO areas to identify and document process improvements.
    • Work with various teams including reporting, risk, software development, and operations and SRE to ensure that all technical and business requirements are being met and that work receives the appropriate level of priority.
    • Lead continuous improvement initiatives.
  • Leadership:
    • People and non-people leadership skills.
  • Reporting & Analytics design:
    • Develop KPIs, Metrics.
    • Analyze metrics and review for process compliance and opportunities for improvement.
  • Project work / leadership:
    • Lead key department initiatives during development and execution, involve stakeholders (e.g. risk, legal, audit) as required.
Candidate Requirements/Must Have Skills:
  • 8 years of experience in a technical domain such as software development, system administration / Operations, reliability and performance engineering, process engineering, etc.
  • Advanced understanding of what is involved in developing and supporting software and able to engage with software development and operations teams that leverage methodologies such as Agile, DevOps, and System Reliability Engineering.
  • Familiar with at least one major process analysis technique or framework including Value Stream Mapping, SixSigma, Hierarchical Task Analysis, System Mapping, etc.
  • Fluency in English is a must.
Nice to Have:
  • Spanish is an asset.
  • Advanced knowledge of IT Service Management (ITSM) disciplines and frameworks, specifically IT Infrastructure Library (ITIL) is considered an asset.
Soft Skills:
  • Champions a high performance environment and contributes to an inclusive work environment.
  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Education:
  • Undergraduate Degree in Computer Science, Computer Engineering, or technical equivalent.
Candidate Review & Selection:
  • 1st round – teams – 30 mins – HM (Mildly technical).
  • 2nd round - teams – 1 Hr – Panel (Technical).
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