Director, Service Management Governance & Co

Our ideal candidate will have a customer and service focus, the ability to translate technical ideas into measurable business value, articulate problem statements and provide solid direction to the team. In addition, a business focused approach and an inspiring presence will allow the candidate to empower and enable the technologists that deliver and support enterprise IT services.

You will have experience in service management process strategy and best practices, value stream mapping, governance framework development and establishing a continual improvement practice. You are comfortable and in fact, passionate about being a trusted consultant and partner to a range of technology and business professionals across the organization. You can guide and lead diverse IT teams and leaders in the practical application of a process value stream leveraging service management practices in the pursuit of helping colleagues achieve measurable results.

You have a strategic mind and operate as a senior leader that influences the business and company strategy. You will be responsible for development and the ongoing enhancement of service management process and governance strategies and roadmap, establishing the enterprise service management continual improvement practice, intake and engagement processes as well as ensuring there is strong, stable, and flexible process enablement framework that can be leveraged by service and process owners in the planning, design, introduction and management of IT services and products. Your contribution will inform and evolve the Canada Life service management roadmap.

What you will do 

• Collaborate with peers and other Canada Technology leaders and partners to establish a trusted service management process and governance strategy focused on practical and achievable results.
• Establish the service management governance framework and lead ongoing process, platform and data management councils in support of strategic technology goals and objectives.
• Oversee, manage and share an enterprise service management continual improvement plan to drive meaningful improvement achievements across cross-functional business and technology stakeholder groups. Create, implement and promote the use of an integrated Continual Improvement framework for processes and enabling platforms across Technology
• Lead a cross-functional team to deliver process improvement initiatives, partner with your service management leaders to form a strong process and platform ecosystem, collectively delivering results and empowering service, process and product owners across technology.
• Provide thought leadership and education on service management concepts to connect the dots between services, processes, assets, configuration items and the value the service management ecosystem provides
• Establish the necessary practices, standards and methods to operationalize governance across Technology and ensure the proper use of processes, platforms within an integrated process framework
• Implement and maintain digital service management best practices, standards and guidelines  
• Drive a high-performance culture for staff and promote positive culture change within the organization 
• Build strong and trusted relationships with internal and external partners 
• Manage risk and compliance in accordance with Canadian and Global standards. Ensure alignment/adherence to enterprise technology standards, vendor management standards, and risk standards.
• Focus on continuous learning and professional development 
• Drive an agile and growth mindset within the team that measures progress over perfection 
• Hold yourself and your team accountable to contribute to the overall digital modernization of the organization 
• Ensure effective and efficient use of financial and people resources? 
• Identify and invest in opportunities (processes, training, systems) to enhance individual and team effectiveness? 

What you will bring 

• Post-secondary degree/diploma in business or computer science or an equivalent combination of training and experience.
• 10+ years of relevant service management experience, including 6+ years in a strategic leadership role specifically related to IT service data management and IT asset management disciplines
• Solid background in service configuration management, IT asset management, products and workflow-based environments and building service frameworks that can be provisioned in an enterprise tool
• Track record for progressive leadership roles where you inspired and created a high performing team and culture of accountability
• Success in using both standard methodologies, such as IT service management practices based on ITIL, as well as cultivating an agile mindset and work practices
• Track record of building and effectively managing large and diverse teams and putting the appropriate processes and infrastructure in place to drive growth.
• Demonstrable ability to formulate a high-level strategy, then convert it into a tactical plan and execute on that plan.
• Proven experience as a business-focused, credible leader
• Ability to use knowledge of industry, business and systems to solve business problems.
• Solid understanding of delivery enablement techniques such as automated testing and automated deployments. 
• Strong understanding of industry best practices.
• Proven ability to develop and maintain collaborative business relationships.
• Able to pivot and quickly change direction in response to changing priorities. 
• Experience coaching and mentoring technical practitioners.
• Strong communication, collaboration and relationship building skills. 
• Experience working in financial services industry an asset.

What will set you apart: 

• You can balance pressure to deliver with the need to deliver
• You demonstrate approachability, innovation and thought leadership 
• You are a systems thinker, an effective communicator, and can find the balance between when to be tactical vs. strategic.

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London, Winnipeg. 

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing. 
 

We are one of Canada's top 100 employers!

Canada Life serves?the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.
 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee?has the opportunity to reach their potential. 
 

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.


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