Team Lead, Digital Service Management

2 weeks ago

Toronto, Canada CBI Health Full time

**Team Lead, Digital Service Management**

CBI Health is Canada’s leading community healthcare provider, and our passionate team is at the heart of what we do. Every day, our 13,000 staff make a meaningful difference in our clients’ lives as we live the core values that define us: heart, respect, reliability, teamwork and innovation. Along with mentoring and continuous learning opportunities to help advance your career, we are building a culture of inspiration, recognition and celebration for the meaningful work our team does every day, all across the country. Join CBI Health and find where your better begins.

**About this opportunity**

Reporting to the Manager, Digital Service Management, the Digital Service Management (DSM) Team Lead is an exciting leadership role, primarily focused on effective execution of the day-to-day operations of CBI Health’s service management practice and platform (ServiceNow), with plenty of opportunity to co-lead our Agile practice and build new processes and technology. More than just IT service management, DSM realizes the strengths of the practice throughout the digital enterprise (including all corporate functions and lines of business). This key member of the team should expect to provide guidance and leadership to more junior team members; implement and improve Systems Development Lifecycle (SDLC) and IT Infrastructure Library (ITIL) processes; design, develop, and deliver new ITSM-based technology; as well as plan and manage projects and agile delivery.

**Take an inside look at what you’ll do each day**
- Administer our service management platform and supporting technologies (including software license management and optimization)
- Patch, update, and maintain service management products
- Optimize internal tools and their use
- Lead and participate in hybrid SDLC practices including project management, sprint planning and coordination, design, development, implementation, quality assurance, and reporting
- Discover opportunities for continuous improvement of service management platform, products, tools, and processes
- Research industry standard and emerging technology and processes to drive optimization and impact of CBI Health service management platforms and services
- Train and educate CBI Health team members on ITSM processes and methodologies to ensure all practitioners understand and adhere to enterprise process

**What you need to be successful**
- 5+ years of Level 2 IT support or equivalent educational/professional experience
- Agile or project management experience
- ITSM platform experience (ServiceNow preferred)
- ServiceNow Certified Administrator
- EMR and/or Healthcare knowledge considered an asset
- Project management certifications: PMP, Scrum, or agile certifications
- ITIL Foundations certification (v3 or v4)

**What CBI Health offers you**
- Continuous learning and skills development, including management opportunities
- Competitive compensation with comprehensive benefits and rewards package, including group health, dental and vision benefits, paid 100% by the employer
- Flexible hours, which allow work-life balance and focus on quality of life

**About Us**

For millions of Canadians, CBI Health is where better begins. We are Canada’s leading community healthcare provider, reliably delivering innovative rehabilitation and home care programs that help our clients achieve their health goals. With 250+ locations and supporting more than 800 communities, people are at the heart of what we do. Every day, all across the country, our 13,000 staff work together to make a meaningful difference in our clients’ lives and help shape healthcare for the better. Learn more at cbihealth.ca.

CBI Health is proud to be recognized by Deloitte as one of **Canada’s Best Managed Companies** for the 15th year in a row. A huge thank you to all our team members, whose dedication, passion, and innovation have enabled us to achieve this recognition year after year.

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