Practice Manager

5 months ago


Montréal, Canada WSP Full time

The ITSM Practice Manager for Knowledge and Service Catalogue Management, reporting into the Practice Director (Transition), is responsible for ensuring governance of these ITIL aligned processes used in operations, as well as analysing the associated performance and operational metrics to measure effectiveness and drive improvements, with focus on user-experience and business outcomes.

Job Responsibilities:

- Responsibilities of this role include (but are not limited to):

- Supervise daily activities based on allocation of work.
- Support process and procedure transitional activity to enable our future state operating model.
- Ensure the Knowledge Base is maintained according to defined policies, processes, and procedures. (Processes must clearly outline the responsibilities of those who are responsible for providing and ensuring the currency and integrity of information in the Knowledge Base, e.g., Service Owners or Subject Matter Experts). Ensure Knowledge is captured, classified, recorded, and shared appropriately, ensuring quality standards are maintained.
- Be accountable for the promotion and communication of Knowledge Management policies processes and procedures.
- Work alongside Operational Readiness processes to make sure knowledge is documented, and the Service Catalogue is updated before new services or changes to services go live.
- Ensure adherence to policies, processes, and standards across all hubs. Address gaps or non-conformance to process as required to ensure integrity of service delivery. Conduct process maturity assessments and use feedback to adjust as necessary.
- Develop metrics and reporting to highlight the effectiveness of the knowledge base and the Service Catalogue and to identify any associated gaps. Key measures should include:

- Trended performance to gauge where issues reported are being resolved as FCR, or not. Make recommendations and track improvements where gaps need to be addressed e.g., create Knowledge articles or train the service desk.
- Where Generic Service Requests are raised, identify where new catalogue items may be required or where catalogue items may need to be more easily identifiable. Address as required.
- Support M&A activity as required to ensure seamless integration of Knowledge and Service Catalogue information aligned to the defined Service Portfolio.
- Through effective governance, identify barriers to effective service performance:

- Improve operational efficiency by reducing the need to rediscover knowledge.
- Promote a culture of getting things right 1st time and increasing first contact resolution (FCR) by making sure knowledge is fed into the service desk for learning and improvement. For tickets not being resolved as FCR, make recommendations and address gaps as necessary.
- Increase self-service adoption by ensuring appropriate user-facing articles with a view to increased ‘shift-left’ or self-service.
- Identify Incidents that can’t be fixed by the service desk and make sure these are recorded as knowledgebase articles, so the desk knows where to reassign to for quicker handling of tickets.
- Ensure Known Errors and workarounds fed-in from Problem Management are documented.

SKILLS AND QUALIFICATIONS:
**Required**
- Solid knowledge and experience of ServiceNow.
- Proven supervision skills.
- Enthusiasm and dedication to drive continual improvement and, or change.
- Excellent analytical, documentation and communication (both verbal and written) skills.
- Experience of working to (and exceeding) Service Level Agreements.
- Process and detail orientated with a methodical and planned approach to achieving goals.
- Ability to quickly gain the confidence of the business and colleagues through building efficient working relationships and by exhibiting excellent communication and influencing skills.
- Be comfortable with ambiguity, thrive on change and engender a collaborative approach.
- Act as an advocate for the IT Organisation both externally and internally.
- Bachelor’s degree in Information Technology or a related field.



  • Montréal, Canada BDO Full time

    **Putting people first, every day** BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people-first culture with a high priority on your...


  • Montréal, Canada THE EMPIRE LIFE INS. CO Full time

    **Distribution Practices Consultant**: **Location: Hybrid - Montreal, Kingston, or North York** Empire life is looking to hire a Distribution Practices Consultant to join our Distribution Practices team! The Distribution Practices Consultant supports the distribution teams in all lines of business by developing and delivering services designed to...


  • Montréal, Canada Desjardins Full time

    Develop your practice area and serve as its leading expert- Produce and organize complex strategic work and deliverables- Provide expert support and mentoring with respect to analysis, strategy development, personalized approaches and case management- Help professionals in your unit develop their skills- Help plan and manage your unit’s priorities and...


  • Montréal, Canada National Bank of Canada Full time

    A career as an Asset Manager and Salesforce Practical Lead in the ECN (Digital Customer Experience) sector at National Bank means acting as a specialist in digital strategy, customer experience and relationship marketing thanks to your experience and recognized skills on Salesforces (CRM, SFMC) Your ability to take a step back to analyze complex issues and...


  • Montréal, Canada Epsilon Solutions Full time

    **Responsibilities** - Provide technical guidance and leadership to the development teams to deliver quality Salesforce & IVR solutions utilized by multiple lines of business. Continue to drive the team toward delivery of the best end to end design solutions for the enterprise. - Interact with executive management to develop strategic direction for the...


  • Montréal, QC, Canada Desjardins Full time

    Develop your practice area and serve as its leading expert- Produce and organize complex strategic work and deliverables- Provide expert support and mentoring with respect to analysis, strategy development, personalized approaches and case management- Help professionals in your unit develop their skills- Help plan and manage your unit’s priorities and...


  • Montréal, QC, Canada Desjardins Full time

    Develop your practice area and serve as its leading expert- Produce and organize complex strategic work and deliverables- Provide expert support and mentoring with respect to analysis, strategy development, personalized approaches and case management- Help professionals in your unit develop their skills- Help plan and manage your unit’s priorities and...


  • Montréal, QC, Canada Desjardins Full time

    Develop your practice area and serve as its leading expert- Produce and organize complex strategic work and deliverables- Provide expert support and mentoring with respect to analysis, strategy development, personalized approaches and case management- Help professionals in your unit develop their skills- Help plan and manage your unit’s priorities and...


  • montréal, Canada National Bank Full time

    A career as a Chief Advisor Professional Practice in the team of internal audit at National Bank is to act as an expert in the international standards for the professional practice of internal auditing of the Institute of Internal Audit (IIA). It is being responsible for the evolution and the maintenance of the quality assurance and improvement program. It...


  • montréal, Canada National Bank Full time

    A career as a Chief Advisor Professional Practice in the team of internal audit at National Bank is to act as an expert in the international standards for the professional practice of internal auditing of the Institute of Internal Audit (IIA). It is being responsible for the evolution and the maintenance of the quality assurance and improvement program. It...


  • montréal, Canada National Bank Full time

    A career as a Chief Advisor Professional Practice  in the team of internal audit at National Bank is to act as an expert in the international standards for the professional practice of internal auditing of the Institute of Internal Audit (IIA). It is being responsible for the evolution and the maintenance of the quality assurance and improvement program....


  • Montréal, Canada Frictionless Process Full time

    **Frictionless** is a boutique consulting company specializing in Technology Transformation. Technology is constantly changing, and organizations must keep up to maintain a competitive advantage. **Frictionless** helps Businesses, Non-profits & Government departments with the insights, tools, and talent businesses need to navigate complex technology...


  • Montréal, QC, Canada DB Conseils(DBC) Full time

    Join DBC and help local companies make the most of their SAP solutions! **Responsibilities**: - Develop and manage MDG activities.. - Ensure service delivery and provide support for business development. - Develop and monitor the roadmap (service portfolio and tool developments). - Participate in the DBC management committee. - Manage the team’s staffing...


  • Montréal, Canada Business Development Bank of Canada Full time

    We are banking at another level. Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to...

  • Account Executive

    7 months ago


    Montréal, Canada Aon Corporation Full time

    Posting Description: This is a hybrid role with the flexibility to work both virtually and from our Montreal office. - Applicants must be legally authorized to work in Canada. This role is not eligible for sponsorship, and we are unable to sponsor or take over sponsorship of an employment visa or work permit._ **Aon is in the business of better...


  • Montréal, QC, Canada National Bank of Canada Full time

    A career as a **Chief Advisor Professional Practice** in the team of internal audit at National Bank is to act as an expert in the international standards for the professional practice of internal auditing of the Institute of Internal Audit (IIA). It is being responsible for the evolution and the maintenance of the quality assurance and improvement program....

  • SAP Practice Lead

    2 months ago


    Montréal, Canada hireVouch Full time

    The MDG Group Leader will oversee and manage a team of consultants focused on implementing SAP Master Data Governance (MDG) solutions for their clients. This role is responsible for driving successful MDG projects, ensuring high-quality deliverables, and developing MDG expertise within the consulting team.Key Responsibilities:Lead and manage a team of MDG...


  • Montréal, QC, Canada Birecruit Full time

    We're searching for a dynamic professional to join a leading aesthetic device company. In this role you will be responsible for all aspects of customer relationship management, specializing in selling consumables, face masks, and ampoules across a designated region. If you're passionate about aesthetics, sales, and building meaningful relationships, this is...


  • Montréal, Canada National Bank of Canada Full time

    A career as a Network Security Practice Lead reporting to the Senior Director of Asset Protection at National Bank means playing a strategic role in transmitting the security vision of your field to the Delivery Towers, thanks to your increased experience in the fields of security governance and compliance. **Your role** - Be responsible for the governance...


  • Montréal, QC, Canada Fasken Martineau Dumoulin Full time

    **_La version française suivra_** **Who We Are** Fasken is a leading international business law and litigation firm, and was voted one of Canada’s Best Employers for 2024. Our firm’s 950 lawyers are located across offices in Vancouver, Surrey, Calgary, Toronto, Ottawa, Montréal, Québec City, London and Johannesburg and an office in the professional...