Director, ITIL Process Owner

Job Description

The Director, ITIL Process Management & Compliance leads our Operational Process Management & Compliance team for Incident, Problem and Change Management processes for the Canada Life organization.  As a dynamic, highly motivated and energetic member of the Service Experience team, you will be the Process Owner accountable to lead, define and establish the ITIL Incident, Problem and Change operational process strategy, policies and standards and adjust the plan when directions change, or new processes are introduced.  In addition, you would contribute to the overall support and stability of Canada Life’s IT organization through the establishment of effective Management & Compliance monitoring, analysis, reporting, Organization Change Management, training and Continuous Improvement of the Incident, Problem and Change Management processes.

This role requires strong leadership, expert communication, strong reporting/analytical, problem-solving, & negotiation skills for the successful completion of all activities required.  You will be required to liaison with all internal IT teams, Risk, vendors & executives to ensure processes and communications are well understood. The candidate will work with all teams involved to ensure that there is a clear understanding of the ITSM Incident, Problem and Change Management processes & expectations across the organization. This includes leading a team of professionals directing all Organizational Change Management strategies & execution, training, operational monitoring for compliance and process performance, establishing a continuous improvement process, effective reporting, and analytics as well as strong information management of easily accessible, up-to-date process, procedure, and quick reference documentation. You will also be accountable for building business cases and participating in Key Initiatives on behalf of Service Experience. You need to be a passionate advocate of the ITIL framework, driving continuous improvement process enhancement to continually elevate Canada Life’s capabilities.

What you will do 

• This key position will be establishing the ITIL Operational Management & Compliance monitoring for Incident, Problem and Change Management as well as metrics, KPI’s, etc; guided by data analytics to govern, improve process performance, compliance and continuous improvement opportunities.
• This role is accountable for defining and establishing the ITIL Incident, Problem and Change operational process strategy, policies and standards. They will be responsible for building out the 1–3-year strategy and tactical plan, ensuring they adjust the plan when directions change, or new processes are introduced.
• Organizational Change Management (OCM) which will assess what the organization requires to successfully manage within the processes/procedures, addressing any knowledge gaps with OCM strategies, training & communication plans.
• Establishes/Maintains process guides for the ITSM Incident, Problem and Change process roadmap.
• Enforce IT wide operational adherence to the Incident/Problem/Change Process and procedures
• Build strong and trusted relationships with internal and external partners ie: third party vendors where applicable 
• Establishes a culture and work environment that attracts, retains, and motivates the highest caliber of skilled technology process professionals. 
• Manage budgets and resourcing for the team.
• Develop business case justifications and cost/benefit analyzes for process improvement initiatives. 

What you will bring 

• Post-secondary degree/diploma in business or computer science or an equivalent combination of training and experience 
• 10+ years experience in ITSM processes with a focus on Incident/Problem/Change Management 
• ITIL Version 3 or above certification and experience with ServiceNow is required 
• OCM change practitioner experience is an asset
• Thorough understanding of ITIL/ITSM processes with knowledge of the various ITSM lifecycles, including but not limited to: Change Management, Incident Management, Problem Management, Service Level Management, Configuration Management, Service reporting and KPIs
• Practical application of ITSM incident, problem and change management operational processes/procedures
• Proven experience defining metrics and performing process management & compliance for an organization
• Drives results to improve performance; creates a culture of accountability and continuous improvement 
• Has a bias to action and is highly motivated and adaptable 
• Ability to influence others at all levels of an organization with proven advanced leadership skills
• Possess expert communication skills, both written and verbal including writing executive level communications and status reviews
• Good understanding of statistical and analytical principles and processes
• Experience working in financial services, insurance or government industry is an asset  

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.? 

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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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