Role Overview
Reporting to the Manager, Technology Platforms and Service Management, the Program Manager, ITSM will be responsible for: championing standard methodologies and development of service management processes based on ITSM constructs, ensuring efficient and effective IT service delivery across the organization, aligning IT services with business goals, and continuous improvement.
This role involves leading service delivery teams, collaborating with partners, and using ITSM standard methodologies to improve service quality and customer happiness.
This exciting role is part of a dynamic team that leads all aspects of instrumental ITSM practices and offers the opportunity to build out a modern practice.
Don't miss out on this outstanding opportunity to be part of one of Canada's leading mining companies and join our team!
Key Responsibilities
Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
Craft and implement ITSM strategy aligned with organizational goals and collaborate with senior leadership to align IT service delivery with business needs
Coordinate the design, implementation, and management of ITSM processes, ensure IT services meet or exceed SLA’s and develop and maintain ITSM policies and documentation.
Nurture relationships with key collaborators and act as a global ITSM point-of-contact
Identify and mitigate IT service delivery risks, ensure compliance and maintain business continuity
Establish comprehensive enterprise ITSM process metrics to ensure process health and effectiveness
Ensure all service management processes are adaptable to changing business needs while ensuring alignment with regulatory requirements (e.g. SOX)
Build and maintain a ServiceNow environment that supports customer self-service and automation of routine tasks (e.g. service requests, incidents, changes) and foster continuous improvement
Advocate for and advise on the definition of services across TDS supporting the enterprise business customers in alignment with ITSM standard methodologies
Mentor and support ServiceNow managed service provider on effective measurement and reporting of their delivered services, all while championing ITSM processes in compliance with standards
Collaborate with managed service provider to develop, deploy and maintain an effective CMDB to support ITSM needs across TDS
Clearly document and communicate ITSM support services to all TDS service providers
Partner with Service Desk on delivering a consistent and comprehensive service catalogue for service requests, incidents and changes and report on its effectiveness
Define and manage processes to ensure SLAs and supporting Operating Level Agreements (OLAs) are defined, measured and reported on by service providers
Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with partners
Provide tactical and strategic recommendations based on ITSM KPIs
Manage service area budgets and forecast appropriately
Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools
Qualifications
Relevant university degree or equivalent experience crafting, planning, implementing, and supporting ITSM
Minimum of 10 years of experience in IT Service Management, with at least 5 years in a leadership role. Experience in the mining or heavy industry sector is an asset
Detailed knowledge and technical skills of ITIL framework with demonstrable experience with transformation and ongoing operations of Service Management processes
Demonstrated experience is managing external service providers and ensuring delivery quality
Proficiency in implementing strategies for successful organizational change and management (PROSCI ADKAR)
Knowledge of ServiceNow platform, IT Service Management frameworks and other relevant ITSM tools
Demonstrated experience in leading process improvement and organizational change initiatives
Validated expertise and overall responsibility in customer service and contact centre services, performance and new generation capabilities
Excellent presentation, time management, and collaborating skills
Motivated, goal-oriented, persistent and a skilled negotiator with the ability to collaborate with various teams
A self-starter with strong problem-solving skills and ability to think strategically
Ability to speak in Spanish is valuable but not required
