IT Service Manager

2 weeks ago


Toronto, Canada Peoples Group Full time

**About us**:
Peoples Group is a boutique Financial Institution with offices located in Vancouver, Calgary, Toronto, and Montreal that has been in the Canadian marketplace for over 30 years. Our mission is to exceed our customers' expectations by providing exceptional customer service backed by extensive product knowledge and experience.

Our culture here at Peoples Group is formed by our values; Strength-Based, Relationship Focused, and Passionate Execution. We believe people don't choose a company to work for, they choose a company to _join_. We also believe that people come first and each day we strive to be willing, trustworthy, and creative.

**About you**:
You are an experienced IT Service Manager with a background in managing ITSM operations in a regulated setting. You are looking for an opportunity where you can let your people and resource management skills shine as you build and maintain strong relationships. You challenge the status quo, seek out efficiency wins in the day-to-day, while simultaneously optimizing processes. You see workflows and process maps easily and can gain buy-in to implement change. You feel comfortable in high-paced settings and stay calm, professional, and friendly, even when a wrench is thrown into the day’s plan.

**About you/qualifications**
- 7+ years of progressive IT experience
- 3+ years IT management experience
- ITIL certification or training preferred but not required
- Ability to plan and execute changes in ServiceNow
- ServiceNow certifications an asset
- Experience in regulated environments
- Proven project delivery success with a wide array of technologies
- Diploma or bachelor’s degree in a relevant area of study (Networking, Systems Administration, or similar) from accredited institutions an asset. A combination of education, certifications, and experience will be considered
- MUST be able to build and maintain relationships with stakeholders, coworkers, and all customers

**About the Day-to-Day**:

- Change Management: Management and implementation of all change initiatives when related to processes and ITSM
- Problem Management: Development and implementation of ServiceNow Problem Management solution for Peoples Group
- Configuration Management: Responsible for sponsoring the CMDB project, and subsequently defining criteria and making changes to CMDB automation to get the right dataset from the tool
- ServiceNow BAU Support: Managing the Support service provided by Product and Service Vendor for ServiceNow
- ServiceNow Development/Configuration/Automation: Responsible for execution and management of changes/enhancement to be done in ServiceNow also with any configuration or Automation changes being business and technical owner of the platform.
- ITSM Tool Management: Management of Service of any other Tool (besides ServiceNow) that is solely used by ITSM team
- Service Level Management: Owner of standards for Service Level Management that all the product and service vendor need to adhere to. Design criteria for measurement of various service levels
- Periodic reporting of service level and review with key partners on their performance.
- Metrics and Reporting: Responsible for producing various standard metrics and Reports with respect to service Management Operations.



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