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IT Governance and Service Management Advisor

2 months ago

Ottawa, Canada Moerai Soultions Full time

We are seeking an IT Governance, Strategy, and Service Management Advisor who will assist in providing expert guidance and hands-on support in three key areas: IT Cloud Strategy, IT Governance Framework development, and the implementation of several IT Service Management (ITSM) processes. The consultant will work closely with IT leadership and relevant stakeholders to ensure the effective planning, development, and implementation of these initiatives. The objective is to align IT capabilities with the clients strategic goals, enhance service delivery, and optimize IT operations.

Role and Responsibilities:

  • Develop the IT Governance framework, encompassing model design, process implementation, and the creation of governance documentation.
  • Develop ITSM processes, including the facilitation of service request management, integration with the Salesforce Case Management System, and the provision of clear instructions, expected timelines, and service level commitments for each request.
  • Develop a strategic plan that outlines the approach for cloud migration, hybrid cloud integration, and multi-cloud management, ensuring alignment with the college’s overall objectives.
  • Create a governance document that defines the policies, procedures, and controls necessary for secure, compliant, and efficient cloud operations.
  • Oversee the creation of a comprehensive inventory of all applications used across the organization, detailing key aspects such as functionality, ownership, lifecycle stage, usage metrics, and alignment with business needs.
  • Perform an in-depth analysis of key applications identified in the inventory, evaluating their alignment with strategic objectives, operational efficiency, and overall value to the organization.
  • Provide expert advice and guidance to the project team responsible for configuring and implementing IT Service Management processes within Salesforce.
  • Collaborate closely with business partners and enterprise architects to identify opportunities for rationalization, optimization, and potential retirements.
  • Create a catalog of internal IT services, outlining how these services support partner-facing operations and enable more effective management and continuous improvement within the IT department.
  • Establish Operational Level Agreements (OLAs) for internal IT services to clearly define and uphold expectations and performance standards.

Qualifications:

  • A 4-year Degree or a master’s in computer science, Management Information Systems, Computer Engineering, or a related field within Information Technology.
  • Certifications in IT Governance (e.g., COBIT, TOGAF), Cloud Computing, and Expert (V3) or Leader Level (V4) ITIL are highly preferred.
  • Minimum of 15 years of experience in IT governance, cloud strategy, and service management within small to medium-sized organizations, preferably in higher education.
  • Demonstrated success in designing and implementing IT Governance Frameworks that align with institutional goals and regulatory requirements.
  • Experience in developing and executing IT Cloud Strategies, including cloud migration, hybrid cloud management, and multi-cloud integration.
  • Proven experience in implementing IT Service Management (ITSM) processes, including Service Catalog Management (SCM), Service Request Fulfillment (SRF), Service Level Management (SLM), Application Portfolio Management (APM), and Hardware Asset Management (HAM), with a strong understanding of ITIL best practices.
  • Experience leading cross-functional teams and working collaboratively with multiple stakeholders.

Technical Knowledge:

  • In-depth knowledge of IT governance models, cloud architecture, ITSM frameworks, and best practices in IT operations and service management.
  • Familiarity with IT infrastructure, cybersecurity, data privacy, data governance, and risk management practices.
  • Practical experience with cloud platforms such as AWS, Azure, or Google Cloud, and service management tools like Remedy, ServiceNow or Salesforce.

Moerae Solutions Incorporated values diversity and is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. MSi welcomes and encourages people with disabilities and is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that maintains dignity and independence. Accommodations are available upon request for candidates taking part in all aspects of the recruitment/selection process as a result of disability.

Job Type: Fixed term contract

Work Location: Hybrid remote in Nepean, ON K2G 1V8

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