Solution Manager Servicenow

6 months ago

Toronto, Canada Workplace Safety and Insurance Board Full time

**This is an individual contributor role.**

Leading on a day-to-day basis an assigned ServiceNow portfolio of solutions including configuration and development, operational support, initiative delivery and vendor governance responsibilities to deliver and maintain a high level of quality, availability, reliability and performance for the portfolio.

Accountable on an ongoing basis for shaping the short-term plans and long-term strategy aligned with the broader IT roadmap for the assigned ServiceNow solution portfolio and responsible for providing input into the overall divisional strategies including further optimization opportunities including outsourcing of existing or new services.

Maintain a holistic view of all enhancements, BAU work items and IT/Corporate projects under the assigned ServiceNow solution portfolio and manage ongoing deliverables, priorities, challenges, resources allocation, conflicts, and govern the suppliers in the delivery of the technical solutions.

Works with 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 ServiceNow solutions.

**Major Responsibilities**:
1. **Operations & Governance Oversight**
- Leading an assigned portfolio of ServiceNow solutions including configuration and development, operational and governance responsibilities to deliver high level of quality, availability and reliability for services which contains critical enterprise wide foundational technologies.
- Responsible for the technical resolution of incidents, problems, service requests, and implementation of enhancements for the assigned ServiceNow solution portfolio, ensuring quality and compliance to policy, standards, and oversee contractual service levels from suppliers.
- Determine and execute IT staffing capabilities and sourcing strategy based on reviews of assigned solution portfolio based on client demand and required skills Lead the internal and external audit exercises for assigned portfolios, such as compliance audits to portfolio specific services, which can include findings around risk and staff compliance gaps and remediation actions that could include further optimization opportunities such as outsourcing of existing or new services.
- 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.
- Maintain a holistic view of all BAU and ITC/Corporate projects under the assigned ServiceNow solution portfolio involving specific services and manage ongoing priorities, challenges, resources allocation, conflicts, and govern the supplier‘s involvement in project delivery activities.
- Spearhead processes by overseeing the creation and review of documents including plans to ensure alignment business, technology and/or production requirements.
- Providing input to project plans, financial estimates, resourcing estimates, business cases and high-level solution documents.
- Assemble and provide oversight to delivery teams of designers and senior specialist with the appropriate capacity allocation and skills to meet the demands of the initiative or BAU activity
- Provide oversight of the technical solutions for high visibility projects, including removing roadblocks, managing escalations, and provide guidance and directions to assigned team.
- Oversee the collection of requirements for projects from corresponding internal clients and other IT stakeholders and make the appropriate recommendations based on input from the ServiceNow and vendor team.
- Accountable for the negotiation and completion of supplier project delivery contracts and govern the compliance, quality and timeline.
- Ensure that new and updated components are compliant with current WSIB IT standards, that internally managed and externally provided cost, and resource estimation is executed and validated using a standardized approach and tooling.
- Develop, validate, and present resource and cost utilizing standardized methodology and tooling.
- Oversee the hand-off of practices and/or solutions from project mode to operational state.

2. **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 overall Branch vision for assigned portfolio by creating tactical and strategic plans aligned with marke

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