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Technical Lead

by Canada Life

Reference #: 325
Position Type: Regular, Full-time
Remote work options: No
Location: London, Ontario
Date Posted: Feb 21, 2024
Canada Life

Job Description


Permanent Full Time 




We are looking for an Sr. Technical Lead position within the Service Experience team.


Reporting to the Director, Service Experience Process Governance and Reporting the successful candidate will be responsible for driving the maturity efforts for our enterprise ITIL practices. Identifying opportunities for improvement, translating those ideas into a work plan and executing them.


This role will require working with senior business and technology stakeholders and teams across the organization and is a key part of transforming our operational practices.

Within the Canada Technology team, this role will be required to have a good understanding of related technology, service management practices and service concepts, and coordinate across stakeholder teams to create and maintain a cohesive communication, training and organizational change management approach and roadmap. 

This role will also work with learning and development, communication, and project teams, service management practices and service focused learning and training capabilities.


What you will do 

  • Drive yearly strategic roadmap initiatives for operational practices (ITIL Major Incident, Incident, Problem, Change, Knowledge). Process maturity.
  • Manage roadmap items based on priority & customer value. Maintain ongoing schedule of implementation & backlog items.
  • Facilitate discovery sessions with stakeholders to identify new improvement action items.
  • Lead meetings to review initiatives and opportunities for improvement with process managers.
  • Work with process manager, OCM, reporting, and other resources to create presentations to gain stakeholder support / awareness.
  • Work with Service Now for tool related changes.
  • Facilitate regular feedback opportunities to ensure objectives and benefits are realized. 
  • Ensure technology, practices and services are adopted and applied to business scenarios in a fit-for-purpose manner.
  • Contribute to the planning and executing events that promote awareness and excitement with technologies, service management practices and services across Canada Life, including collaborations with internal teams and external vendors
  • Lead and facilitate workshops, working sessions and meetings focused on the change and gaining benefit from the change.  



What you will bring 

  • Experience and knowledge of organizational project principles, operations, methodologies, and tools
  • Exceptional communication skills – both written and verbal; excellent active listening skills. Ability to facilitate discussions among the team and clearly articulate messages to a variety of audiences
  •  ITIL implementation & improvement. Driving maturity
  •  Flexibility and adaptability; able to work in ambiguous situations
  • Demonstrated ability for critical thinking, and strategic alignment to forward-looking goals and objectives
  • Demonstrated ability to manage multiple projects at one time
  • Ability to work effectively at all levels in an organization
  • Considered a team player and able to work collaboratively with and through others
  • Demonstrated ability to acquire and develop an acute business acumen and understanding of organizational issues and challenges
  • Experience with large-scale organizational change efforts preferred
  • Proficiency with Windows-based computer applications (i.e. MS Office applications)
  • Minimum 7 years related experience and involvement in ITSM projects
  • Completion of post-secondary education, with a major in Business, Organizational Behavior Human Resources, or an equivalent combination of education and experience
  • Experience with Service Now


The base salary for this position is between  $61,900 - $114,500 annually.  This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).  If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.


Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.


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.


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.?


It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact


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

Application Contact Information

Company Name:   Canada Life
Company Website:
Application URL: Click here to apply online