Manager, IT Service Management

The Opportunity

The Manager, IT Service Management is accountable for the ongoing direction and management of 11 ITSM processes defined at Ontario Teachers’ Pension Plan including Service Request and Catalog Management, Incident Management, Service Level Management, Change Management, Problem Management, Configuration Management, Asset Management Event Management, Availability Management, Knowledge Management, Continual Service Improvement, and on behalf of the technology organization.

This role is responsible for overall process efficiency, leading continuous process improvement,, process performance tracking, in alignment with business objectives. Additionally, the ITSM Manager is accountable for providing direction for ITSM platform configuration/implementation, running the day to day IT service management operations, ensuring ITSM processes are followed across operations and reviewing process related goals/KPIs.

Who you’ll work with

Working with the Senior Manager, IT Service Management, we are looking for an IT Service Management (ITSM) Manager to provide strategic direction and hands-on execution for the implementation of ITSM processes. You will be part of a collaborative and innovative organization working with different levels of the organization on the business as well as the Infrastructure side, including business partners, shareholders, service owners and IT senior leadership teams.

What you’ll do

Process Leadership and Governance: You will be responsible for process governance, leadership, and execution on behalf of the Technology Organization. This includes process efficiency, process measurement, and spearheading various process forums, including the Change Advisory Board (CAB), Incident Management Forums, and Problem Management. You will:
- Run and maintain ITSM process documents and controls.- Define configuration and data requirements for the Service Management platform (ServiceNow).- Lead successful execution and alignment to processes and process documents.- Provide aggregate process reporting and metrics to executive audiences for process performance, trends, and areas of required focus in support of improving business service levels/outcomes.- Provide input in process improvement and toll improvement for ServiceNow.

Technology Asset Assessment Governance: You will be responsible for leading, organizing, and executing the processes governance forums associated with technology asset management. This includes chairing Change Advisory Board, Problem Advisory Board, Incident Review, etc. You will:
- Deliver vital reporting and facilitate various analyses and decision making concerning ongoing technology portfolio management.- Ensure critical processes for OTPP IT teams to lead day to day operations are useful.- Develop the resource management plan for a team of small direct reports while contributing to the process management and work for in-house and offshore teams.

What you’ll need- You have a Bachelor’s degree in Computer Science, Business Studies, IT or equivalent experience. Intermediate ITIL certification and ServiceNow knowledge preferred.- You have 7+ years in information technology and 5+ years’ experience on ITSM tool (preferred ServiceNow).- Designing and leading ITIL support services, processes and frameworks.- Experience with the ServiceNow ITSM platform.- Collaborating with Managed Services and Offshore Delivery teams-
- You have in-depth understanding of establishing relationships and working with Application and Infrastructure teams communicating service performance, and developing service strategies.- You are highly detail oriented and meticulous with a design-forward approach. Your focus is accomplishing every achievement while ensuring processes are followed and issues are proactively dealt with. You have an excellent capability to negotiate, influence without authority, make recommendations, facilitate decisions, lead technical staff and prioritize work as it relates to IT.- You can document and convert business needs into technical requirements. You can take very complex data and concepts and make them understandable and impactful by both business and technical specialists. You are an outstanding communicator in formal, informal, large, small, verbal and written communications.

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What we’re offering- Pay-for-performance environment that offers competitive salary and incentive- Numerous opportunities for professional growth and development- Comprehensive employer paid benefits coverage- Retirement income through a defined benefit pension plan- The opportunity to invest back into the fund through our Deferred Incentive Program- A flexible/hybrid work environment combining in office collaboration and remote working- Competitive time off- Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year- Employee discount programs including Edvantage and Perkopolis- Degreed: a digita