Solution Manager IT Service Management

Solution Manager IT Service Management & End User Services (ITIL) About The Workplace Safety And Insurance Board (WSIB) We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca. At The WSIB, You’ll Have The Opportunity To Explore many career paths and follow your passion Continuously learn and grow professionally Be recognized for the great work you do Participate in programs that support your health and wellbeing You’ll also receive a competitive salary, along with a comprehensive benefit package and defined benefit pension plan. Salary Grade: N08 From: $100,101.59 To: $125,127.00 Job Summary Leading on a day-to-day basis an assigned portfolio of branch operations, project delivery and governance responsibilities to deliver a high level of quality, availability, reliability and performance for WSIB’s outsourced and managed services. Accountable on an ongoing basis for shaping the short-term plans and long-term strategy aligned with the broader IT roadmap for assigned service portfolio and responsible for providing input into the overall divisional strategies including further optimization opportunities including outsourcing of existing or new services. Works with Leads, Managers and Directors to build and maintain collaborative, trusting relationships with internal and external stakeholders as well as strategic vendors/suppliers to ensure the appropriate design, installation, configuration, maintenance, support and optimization of new and existing processes, strategies and/or solutions. Major Responsibilities Lead an assigned portfolio of branch operations, project delivery and governance responsibilities to deliver high level of quality, availability and reliability, which contains critical enterprise-wide foundational technologies. Oversee the end-to-end lifecycle management of the collective processes and practices that are needed to manage and support IT services and bring transparency to end-to-end IT operations, with a focus on incidents, problems, service requests, and change requests, and end user computing solutions, ensuring quality and compliance to policy, standards, and contractual service levels from suppliers. Oversee the portfolio management effectiveness of End User Services, with a focus on desktop hardware, software, asset management, Microsoft 365 collaboration services, mobility, end user print, and production print & mass mail, and other related end user computing. Oversee the portfolio management effectiveness of IT Service Management, with a focus of Policy & Procedure Management, Service Desk, Incident & Event Management, Service Request Fulfilment, IT Service Catalogue, Problem Management, Knowledge Management, Service Level Management, Change Management, and Service Asset and Configuration Management solutions, processes, and workflows within ServiceNow. Recommend and lead the implementation of IT Service Management & End User Services improvement initiatives. Lead the internal and external audit exercises for assigned portfolios, such as compliance audits to outsourced branch services, which can include findings around risk and staff compliance gaps and remediation actions, which could include further optimization opportunities such as outsourcing of existing or new services. Track and manage the utilization of assigned portfolio of assets used internally and by IT partners, including hardware and software with complex licensing models, to meet client needs, while ensuring compliance. Identify procurement requirements. Oversee the deployment and provisioning of IT Service Management & End User Services solutions and provide sign off on operational readiness of the new technology solution or process improvement initiative prior to implementation, and manage escalations due to gaps identified. Accountable for the negotiation and completion of supplier end-to-end project delivery contracts and govern the quality and timeline as per agreements. Manage issue resolution and communication of results to groups within the WSIB IT organization. Determine and execute IT staffing capabilities and sourcing strategy based on weekly reviews of assigned service portfolio, based on client demand and required skills. Oversee the technology and people resource capacity management by performing capacity utilization assessments based on client needs, monitoring service consumption, and identifying opportunities for efficiencies leveraging current and/or new external service agreements. Oversee the technical resolution for each project, including removing roadblocks, managing escalations, and providing guidance and directions to the delivery teams. Maintain the currency of the IT Service Management Service Catalogue (end user), Knowledge Database, end user computing technologies and processes, identifying risks and leading the discussions to gain endorsement from IT and business leads for remediation, which may require support from cross-functional teams. Lead IT Shared Services in a centralized update of the collective Service Catalogue (end user), Knowledge Database and end-to-end processes. Provide input to project sponsor on project plan, financial estimates, resourcing estimates, business case and high-level solution documents. Drive and implement standard execution of the Major Incident Management process, and inter-related processes, including Major Incident and Problem Investigation communication management. Develop tools and resources to ensure effective manage of major incidents. Provide technical direction to resolver teams on critical and major incidents which have significant business and revenue impact. Business and Strategy Accountable for shaping the short-term plans and long-term strategy for assigned portfolio and responsible for providing input into the overall divisional strategies. Day to day governance of strategic outsourced and managed suppliers related to continuity, service improvement and risk management including budgetary, financial, contractual obligations and resourcing capacity and attrition. Execution of the branch vision for assigned portfolio by creating tactical and strategic plans aligned with market conditions for outsourced and managed services, participating in business planning, allocating appropriate resources, and ensuring the team members are aligned. Maintain a holistic view of the broader IT Shared Services organization and the role of IT Service Management & End User Services within it, and identify opportunities for continuous improvement to improve quality of overall IT service delivery including automation and elimination of manual processes/activities. Identify human capital optimization opportunities, and lead the implementation to improve the delivery efficiency, which includes reduction of the manual effort for all IT Service Management & End User Services. Engage in proactive risk mitigation activities and actions to prevent service interruption, and service degradation. Develop the yearly budget, review monthly budget forecast, validate invoices, and track actual spend to minimize the financial variances for assigned portfolio(s) based on existing and/or new outsourced and managed services. Develop business cases, use cases for proposed IT Service Management & End User Services improvement initiatives and support the Manager and/or Director in obtaining endorsement from IT leadership teams and business partners on moving forward. Support the Manager on an on-going basis in confidential procurement initiatives, which includes strategy on technology, or resources that are disruptive and positions the organization to take advantage of emerging technology and external services. Create executive reports for assigned portfolios on the effectiveness of IT Service Management & End User Services improvement initiatives and on the quality, reliability and availability of operational services, including status, accomplishments, risks, issues, KPIs, and financial information including business case and ROI opportunities for acquisition or replacement of external services to reduce ongoing operating spend. People Identify the capability & skills required to support the Manager in the recruitment process for individual contributor roles under IT Service Management & End User Services. Provide on-going input to the management team on staffing plans including team size requirements, based on project and operational demands. Support the development of a positive, cooperative team culture by increasing collaboration with team members. Evaluate and improve own performance based on feedback from the management team. Engage in self-development activities by continuously improving personal knowledge of emerging technologies, trends, business competencies, processes, and methodologies to adapt to the changing environment. External Stakeholders Govern ITC suppliers from an ITIL/ITSM perspective by participating in various management committees confirming that expectations are aligned and ensuring the suppliers’ services are assembled and projects are delivered according to specifications and within the agreed timeline and cost. Ensure service provider attainment of service level commitments while cultivating and ensuring functional and effective relationships within WSIB. Continuously monitor the effectiveness of the IT Service Management governance framework, and provide recommendations for improvement to the management team. Negotiate end-to-end project delivery contracts and govern the quality and timelines, as per agreements. Monitor supplier progress on continuous improvement initiatives and compliance items to ensure adherence to contracts. Assess and determine capacity of planned work and initiatives for assigned portfolio which includes determining whether work should be performed by external suppliers or internal resources. Internal Stakeholders Engage with Leads, Managers & Directors, as appropriate, to develop a positive relationship, set clear expectations, and maintain communication with business partner clients and peer groups within WSIB. Proactively seek client feedback on satisfaction with branch services and remediate delivery gaps. Manage issue resolution and communication of results to groups within the WSIB IT organization. Oversee and provide system and financial consumption information to consumers and provide recommendations on further optimization of outsourced and managed services opportunities. Education Requirements Bachelor’s Degree in Computer Science and/or Information Technology (or equivalent education and work experience) minimum Undergraduate Degree in a Business or STEM-related discipline (Science, Technology, Engineering and Mathematics) preferred Industry relevant education or certificates for design, implementation and management of IT services (e.g. certificates from leading IT providers such as Microsoft, Cisco, Red Hat, AWS, Google, IBM, Oracle) minimum ITIL Intermediate or Expert certifications (Practitioner), Project Management Professional (PMP) designation, DevOps Foundations certification preferred Minimum Experience Required 9 years’ IT experience with three or more of the following: IT Service Management (Service Desk, Incident & Event Management, Service Request Fulfilment, IT Service Catalogue, Problem Management, Knowledge Management, Service Level Management, Change Management, and Service Asset and Configuration Management Database CMDB) or End User Computing, Microsoft 365 collaboration tools and services, print architecture and print services, software license management, software asset management, mobile management services, business relationship management, infrastructure management, project management, financial management, vendor/supplier management Demonstrated experience in improving the efficiency and effectiveness of IT service delivery, including process improvements Demonstrated experience leading complex IT projects involving internal and external stakeholders Our commitment to equity, diversity and inclusion We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated. We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact talentacquisitioncentre@wsib.on.ca. If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time. Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential. Disclosing conflicts of interest As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca. Privacy information We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will use this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application. As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired. How to Apply To apply for this position, please submit your application by the closing date. This role requires the successful applicant to commit to an in-office work arrangement up to 5 days a week beginning in 2026. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries Public Safety, Government Administration, and Insurance #J-18808-Ljbffr