Manager, IT Process

7 hours ago

Calgary, Canada Western Financial Group Full time

**Truthfulness | Fairness | Value | Loyalty**

At Western Financial Group, we take pride in being one of Canada's largest insurance brokers. Our strength lies in our incredible team of over 2,200 dedicated professionals, spread across 180+ locations nationwide. Together, we create a supportive and collaborative environment that has earned us the recognition of one of Forbes Canada’s Best Employers.

Discover a workplace where your well-being is a priority, and your contributions make a real difference. With competitive benefits, a strong community focus, and a commitment to work-life balance, Western is not just a place to work, it's a place to thrive

Join our team and experience the Western difference - where caring for our customers, communities and team members is our passion

**IT Process Manager**

**Here is what a typical day looks like**
- Establishing effective alignment of capabilities and resources of services using ITIL methodologies
- Developing roadmaps for TS process design and implementation of TS process governance
- Creating and implementing core IT processes to ensure consistent and efficient delivery of IT Services across the organization
- Elevating and formalizing existing technology processes to ensure optimal framework, mitigation of risk, and efficient delivery of services.
- Providing mentorship and training for TS staff on various areas of process implementation and understanding
- Building and training TS team to ensure coverage and sustainability for operational tasks.
- Presenting reporting analytics and providing statistics on ticketing management SLAs.
- Leading and Coordinating the TS Change Manager for Change Advisory Board (CAB) meeting with a focus on inputs, outputs, scheduling and facilitation
- Strategically Identify and implement changes to technology processes to ensure optimization and efficiency
- Developing and improving TS required documentation, such as process flow diagrams, roles and responsibilities, compliance assessment, etc.
- Leading the TS Critical Incident Process and being able to pivot and perform roles such as the Incident Manager or Communications Manager
- Managing and coordinating TS Problem Management Cycle in the ITSM system.
- Leading the Investigating and implementation of automation opportunities to enhance manual processes.

**The value you bring**
- Proven experience implementing and managing IT process
- ITIL Foundations Certification required
- Other ITIL certifications are an asset.
- Proven experience in designing, implementing, and improving ITIL-based processes.
- Experience leading Change, Incident, and Problem Management processes.
- Demonstrated ability to analyze trends and identify problems proactively.
- Background in mentoring and training technical teams on process frameworks.
- Experience with process documentation, compliance assessments, and audit reporting.
- Familiarity with automation tools and identifying opportunities for process optimization.
- Knowledge of Fresh work or Service Now ITSM products

Hours: Full-time 37.5/ hour

Location: Remote in Canada

Compensation Range: $95,000 - $130,000

Requisition: 81932

We value our employees and offer programs that enhance their lives. Eligible employees receive 3 weeks' vacation, 14 wellness days, company matching investment and savings programs, and 100% employer-paid group benefits.

For over 20 years, community support has been integral to our culture through the Western Financial Group Communities Foundation.

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