Sr. Manager, IT Service Management

Why you'll love working here:

• high-performance, people-focused culture
• our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves
• learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees' career growth
• membership in HOOPP's world class defined benefit pension plan, which can serve as an important part of your retirement security
• competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account).
• optional post-retirement health and dental benefits subsidized at 50%
• yoga classes, meditation workshops, nutritional consultations, and wellness seminars
• the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers

Job Summary

The Senior Manager, IT Service Management (ITSM) will play a critical role in ensuring the stability and reliability of our IT services. Reporting to the Sr. Director, IT Sourcing and Service Management, the Senior Manager will play a key role in minimizing business disruptions, identifying and resolving root causes of incidents, and ensuring that changes are implemented smoothly and efficiently. You will drive continuous improvement by developing and implementing robust incident and change management processes, coordinating cross-functional teams, and ensuring effective communication and collaboration while managing a team.

What you will do:

Incident Management:

• Lead the Incident Management team to ensure timely resolution of IT incidents and alignments to standards.
• Develop and implement incident management processes and procedures.
• Oversee major incident resolution (P1/P2), coordinating teams and ensuring clear communication with stakeholders.
• Coordinate with Business Continuity Management (BCM), Disaster Recovery (DR) teams and cross-functional teams to manage incidents and minimize impact on business operations.
• Oversee the Problem Management process to identify, resolve root causes of recurring incidents and implement corrective actions to prevent recurrence
• Lead service management and/or operational excellence review meetings and provide feedback and support relating to Incident, Problem and Change management.
• Ensure incident and change management processes meet regulatory and compliance requirements specific to the Finance and Investment industries
• Reduces compliance risks, enabling investment teams and others to focus on decision-making without regulatory disruptions
• Ensures operational processes support investment teams' ability to execute strategies effectively, fostering confidence in existing systems
• Enable decision making by offering quantitative insights to HOOPP leaders including Investment Management and others about system reliability, contingency strategies for critical scenarios and improvement areas, supporting strategic technology investments
• Foster a culture of continuous improvement and operational excellence.
• Collaborate with other IT and business teams to align service management practices with organizational goals.

Change Management:

• Chairs and manages the Change Advisory Board (CAB) to ensure the Change Management process is followed and changes implemented with minimal disruption to IT services.
• Lead technical change management process and ensure alignment with HOOPP standards. Ensure all proposed technical changes are reviewed and approved by appropriate Stakeholders.
• Perform post implementation review to ensure all lessons learned from changes and deployments are documented.
• Maintain and communicate a change schedule to provide visibility to all technical changes
• Review and approve change requests, ensuring compliance with change management policies.
• Coordinate change implementation with relevant stakeholders and ensure proper communication.
• Conduct change impact assessments and post-implementation reviews.
• Lead Emergency Change management process. If required, schedule an emergency CAB meeting to review the emergency change and garner approvals. Ensure all emergency changes are communicated to appropriate stakeholders.

DR, BCM and Major Incidents

• Coordinate response efforts during major incidents when regular incident thresholds are exceeded.
• Collaborate with Business Continuity Management (BCM) and Disaster Recovery (DR) teams to facilitate timely resolution of incidents.
• Ensure effective communication and coordination among all relevant teams during major incidents.
• Develop and maintain escalation procedures for major incidents.

Technology – Service Management and Monitoring:

• Utilize ServiceNow and/or Azure DevOps for incident, problem, and change management activities.
• Leverage monitoring tools such as Splunk and AppDynamics to proactively identify and address potential issues.
• Develop dashboards and reports to provide visibility into IT service performance and trends

Leadership and Collaboration:

• Collaborate with IT teams to ensure timely incident resolutions and effective delivery of change management activities.
• Foster a culture of continuous improvement and operational excellence.
• Collaborate with other IT and business teams to align service management practices with organizational goals.

What you bring:

• 10+ years of experience in IT service management, with a strong focus on incident, problem, and change management as well as service request and stakeholder management.
• 5+ years of experience in the financial services industry with emphasis on pensions, private investments, real estate and capital markets.
• ITIL certification (Foundation or higher) is a must have. Other relevant certifications such as COBIT are also desirable.
• Extensive knowledge of IT service management frameworks and best practices, particularly ITIL.
• Strong understanding of monitoring tools such as Splunk, AppDynamics, or similar.
• In-depth knowledge of network and system infrastructure, including servers, databases, and cloud environments. (i.e., Windows Server, Azure, AWS, Oracle DB, M365, Active Directory, etc.) as well as ITSM tools (i.e., ServiceNow, AzureDevOps, etc.).
• Excellent problem-solving abilities with a focus on identifying root causes and implementing effective solutions.
• Ability to analyze complex data and metrics to drive decision-making and continuous improvement.
• Strong ability to lead cross-functional teams and manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to effectively communicate technical information to non-technical stakeholders while collaborating with cross functional teams.
• Strong interpersonal skills to build and maintain relationships with various stakeholders.
• Proven track record of leading and managing IT service management function in a large-scale enterprise environment.
• Demonstrated ability to develop and implement effective IT service management processes and procedures.
• Strong analytical and problem-solving skills, with experience in Root Cause Investigation (RCI) and Root Cause Analysis (RCA).
• Experience in driving continuous improvement initiatives and fostering a culture of operational excellence.
• Proven experience in managing and participating in on-call rotations to ensure 24/7 support for critical IT services.
• Ability to handle high-pressure situations and make quick, informed decisions during incidents.
• Experience in coordinating with on-call teams to ensure timely incident resolution and effective communication during off-hours.
• Proven track record of overseeing system availability, performance monitoring, and incident response, including the use of data analysis to predict and forecast potential issues.
• Experience in developing, implementing and managing NOC processes and procedures to ensure optimal system performance and uptime.
• Excellent project management skills and the ability to lead and manage cross-functional teams.