Operational Process Architect

5 days ago

Toronto, Ontario, Canada Softchoice Full time

Job Overview

Softchoice is seeking an experienced Operational Process Architect to join our team. As an ITIL Specialist, you will play a crucial role in maintaining the Managed Services process architecture and ensuring seamless operations.

About the Role

In this position, you will be responsible for providing strategic oversight of ITIL processes and interdependent cross-functional business tasks. You will work collaboratively with Managed Services Operations, Solutions Development, and cross-functional business units to ensure all Managed Services related processes are fit for business purpose following industry guidelines.

Main Responsibilities

  • Maintain holistic oversight of process design, continual improvement of processes, and associated metrics
  • Continuously review, analyze, and report on process compliance as well as evaluate ROI of implemented improvements to measure efficiency and effectiveness
  • Collaborate with Solutions Development team and cross-functional teams to create a governance framework, strategy, and process for all service introductions (SI) and Continual Service Improvement (CSI)
  • Provide knowledge and resources required to ensure stakeholders understand impact on process compliance and architecture prior to service introduction and/or changes to processes
  • Identify improvement opportunities and help deliver them, auditing processes regularly to ensure compliance with internal and external vendor requirements
  • Foster collaboration with Operations Leads/Owners, Technical Delivery, and cross-functional business units to identify and implement a process improvement roadmap
  • Ensure all processes, Operational Level Agreements (OLAs), Service Level Objectives (SLOs), and underpinning contracts are appropriate for agreed service level targets
  • Oversee implementation of critical Service Improvement Plans (SIPs)

Requirements

  • ITIL v4 certification
  • Five years of experience in process architecture and standards
  • Two years of experience working within a Managed Services Provider
  • Ability to analyze critical factors and variables
  • A good understanding of services and solutions delivery models
  • Strong organization skills and attention to detail
  • Strong problem analysis and solving skills
  • Self-interest to maintain updated knowledge with technology (industry) best practices
  • Ability to work independently with minimal supervision
  • Positive attitude with creative thinking

Salary

$120,000 - $180,000 per year, depending on experience.

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