Manager, Technology

**Manager, Technology - Change & Release**:
Job ID : 5955
Category : Technology Solutions
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Kitchener, Canada

Definity includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. With strong roots that date back to 1871, we’ve grown to become a digital leader in the insurance industry. We’re proud to help our clients and communities adapt and thrive in a world of constant change.

Our promise to you: It’s better here. Why? Because we CARE, and we provide an employee experience that’s collaborative, ambitious, rewarding, and empowering.

Our ambition is to be one of Canada’s leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

Starting in September, Definity employees move to a hybrid work model so we can collaborate, build mentoring relationships, and solve complex or cross-functional business opportunities together. Our teams work in whichever environment best supports what they're working on and who they're working with. We're actively reinventing our offices as welcoming workspaces that optimize collaboration and empower leaders to use our space to strengthen team dynamics. Our tools and processes seamlessly connect employees from multiple locations, and our culture encourages respectful engagement and flexibility. Leaders work with their teams to determine the right balance of on-site and remote work that best meets the needs of their team, cross-functional engagement, responsibilities and timelines, plus those of our customers, our broker partners, and the company culture.

**In this role, you will**:

- Manage a team of ITSM professionals including resource assignments, and have oversight for all work deliverables, HR people management accountabilities and identifying and supporting technical and professional development for the team members. Accountable for the support of all production incidents, problems, changes and releases from a governance and risk accountability. Provide a heads up of pending issues and identify options to resolve issues, as well as technical leadership and guidance beyond own team. This Technology Manager is an expert in the ITIL framework and coaches, trains and mentors the team on such.
- Build an effective partnership with the various technology teams and partners to ensure adherence to the processes and standards defined. Manage and ensure adherence to SLAs and SLOs from all internal and partners of Definity. This Manager is accountable for the oversight, governance, planning and continuous improvement of the ITSM role which is accomplished through industry knowledge, trend insight and company metrics.
- The ITSM Manager understands the internal and external landscape for standards and practices related to the ITIL framework and is involved in its planning and execution for the overall Technology Solutions (TS) portfolio. The Manager provides updates to Technology Solutions as applicable and stays abreast of relevant industry and global trends. The Manager provides coaching and mentoring to direct reports and team members and promotes a positive and professional team environment.

**Leadership and Values**
- Provide leadership to plan and execute strategy for business value and team growth
- Visibly support the development and fostering of a defined TS culture, creating a winning brand
- Promote the Definity Code of Business Conduct and Values and consistently model behaviour aligned to these principles and values

**People Management & Development**
- Provide coaching, development succession, recruitment, resource management and overall team leadership for all team members and provide regular input into team members' assessment of performance and development plans
- Grow team expertise to align with corporate demand and Definity's technology direction; assess teams' skills and capabilities and support the career development of individual team members to help them achieve their potential and contribute to the success of Definity
- Create, promote and support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/points of interest

**Strategy & Planning**
- Understand business and technology strategies/roadmaps and lead/participate in TS roadmap development. Lead team members in the execution of applicable TS roadmaps by defining specific goals, objectives and work tasks/accountabilities for each team member and partner with TS peers and business teams to ensure alignment to Definity's strategic business goals
- Provide oversight and guidance for ongoing Resource Management for the team by ensuring: solid understanding of work demand and capacity requirements; staffing plans; assignment of resources with the appropriate skills/capab