Senior Manager, Service Management Design
Job Overview
Job title: Senior Manager, Service Management Design
Job description: Location: Winnipeg or Toronto
Division: IGM Technology
IGM Financial Inc. is one of Canada’s leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management, Mackenzie Investments and Investment Planning Counsel.
Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy, we’re IG Wealth Management. For over 90 years of business we have grown to become one of the largest most respected companies in Canada. We are a leader in providing the best advice, experience and outcomes for our clients, personalized throughout their lifetime. We are proud to be recognized among Canada’s Top 100 Employers (2022) by Mediacorp Canada Inc. in the national ranking for our focus on supporting employees with a number of initiatives that promote personal wellness with a focus on four key pillars including physical, mental, social and financial health. This is your opportunity to build a career with a leading organization where you can learn, grow and thrive both professionally and personally.
At IG Wealth Management, our vision is to inspire financial confidence.
You will join a team that that believes our success starts with the success of our clients, while working together as a team to realize our greatest potential. You will join a team that strives towards excellence while developing and sharing skills and knowledge. You can make a difference for our clients, the world around us and be part of a team that cares. We are dedicated to offering a hybrid work environment when applicable.
IG Wealth Management is a diverse workplace committed to doing business inclusively – this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.
Overview
The IGM Technology Management team is accountable to act as a point of contact/business relations to key 3rd party IT service providers; assessing and driving on-going improvements in service delivery, including defining and monitoring performance of key performance indicators/metrics, managing technology and business issues as they relate to contracts managed; ensuring business value for services provided and cost optimization. The Service Management team manages the IGM Technology Service Lifecycle and Service Catalog, inclusive of all major ITIL processes such as release, change, configuration, communication, incident, and problem management, and partners with the business and Enterprise Architecture to ensure effective Service Management Design.
The Sr. Manager, Service Management Design is accountable for establishing, socializing, and maintaining IGM’s Technology Service taxonomy, Service Design Package, Service Portfolio and Service Catalog. The role would work with service owners and Enterprise Architecture to ensure new or changes to existing service strategies meet the experiential and service requirements. The role will ensure consistency in describing and categorizing IGM Technology Services, Service Owners, their composite Products and Product Owners. The role is responsible for the advancement IGM’s Service Design Package and rollout within delivery methodologies and consumption of project and BAU changes, and inclusive of facilitation of service design discussions as required. The role would work closely with the ServiceNow platform team to develop a holistic service portfolio to manage upcoming, live, and retired services as well as to create and maintain a consumer-friendly (employees, advisors) Service Catalog which includes service descriptions, support hours, service levels, how to consume/contact, etc.
Responsibilities:
Responsible for the definition and socialization of IGM’s Technology Service Strategy, Design, Portfolio, and Service Catalog processes, templates, and tooling interactions
Develop and maintain Service Roadmaps with the Service/Product Owners
Partner with Enterprise Architecture, Engineering and Operations to ensure IGM’s Service Management Design process is fit for purpose, effective and well-understood
Partner and integrate with the IGM Delivery Methodology stewards to embed Service Management Design processes and deliverables into project methodology. Partner with platform teams to ensure that business-as-usual delivery follows Service Management Design processes.
Partner with the Operational leadership to ensure effective integration of Service Design to Service Transition and Operations lifecycles, including continuous service improvement opportunities for Service Delivery
Develop and maintain Technology’s Service and Product taxonomy
Partner with Technology Finance to align and transpose Technology’s Service taxonomy to financial recovery taxonomy views
Develop and maintain Technology’s Service Portfolio (future, active, and retired services) and a customer facing Service Catalog
Partner with IGM ITIL Process Owners, Service Management, Technology Operations and Engineering, and the ServiceNow platform team to ensure they are contributing to solution design
Qualifications:
Required:
Strong experience in developing effective partnerships to deliver services
Experience and/or training in ITSM/ITIL or similar frameworks, inclusive of Agile, SDLC, DevOps, and general Project Management concepts
Proven experience in account management and managed services relationships/contracts
Proven experience in translating and negotiating customer demand to acceptable Technology services, including creative cost-effective methods of delivering quality services
Proven leadership skills and experience in influential communication to senior management and stakeholders
Proven experience in coaching and mentoring for high performance
Strong experience in redefining service delivery, management of support functions and balancing priorities
Strong verbal and written communication skills, problem solving skills
Self-starter
Ability to work across functional areas to drive continuous improvement
Ability to work in challenging and ambiguous environments
Ability to remain flexible and adapt to changing priorities with promptness, efficiency, and ease
Strong customer experience and service-orientation mindset
Can effectively develop and advocate business cases to technology and business-oriented staff
Assets:
ITIL v3+ Foundation certification or similar certification
Familiar with COBIT or other IT industry frameworks
Post-secondary education in Computer Science or related field
Please visit our career page by clicking on the following link: https://www.ig.ca/en/careers
We thank all applicants for their interest in IG Wealth Management; however only those candidates selected for an interview will be contacted.
IG Wealth Management is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.
#LI-Hybrid
Company: IG Wealth Management
Expected salary:
Location: Toronto, ON – Winnipeg, MB
Job date: Thu, 14 Apr 2022 06:02:20 GMT
Job Source: Careerjet.ca