Description:
The IT Client Engagement Manager serves as the “face of IT” to the rest of WSIB, working to stimulate, surface, and shape opportunities for capabilities and assets within and across functions and in the development of new streams of value. The IT Client Engagement Manager ensures that the benefits and business value from those capabilities and assets are defined, optimized, and recognized. This role works with leaders across the WSIB clusters and is responsible for guiding IT enabled business strategy. This role shares ownership for business value results.
Supports the Manager, IT Service Delivery and the CESD division to assess, plan, manage, and monitor the overall delivery of IT solutions and services to support the strategic and operational goals of WSIB. This role is accountable for the front end of the delivery framework and works closely with the Service Delivery Manager and team. The IT Client Engagement Manager works in partnership with senior business leaders to identify the technology, processes, structures and people to delivery on strategies. The IT Client Engagement Manager defines future opportunities that may have an impact to staffing and future delivery models.
The IT Client Engagement Manager is also responsible for developing customer service excellence and building positive working relationships with business clients, other ITC groups within WSIB, as well as vendors and service providers.
Major Responsibilities:
Client Engagement & Planning Activities
- Partner with WSIB business clients to contribute to effective strategic and annual planning with a focus on business value to develop ideas, including digital awareness, risk assessments, business continuity, and business capability requirements. Correlate business value and priorities to planning activities and goal-setting.
- Partner with the IT Service Delivery Manager and other ITC groups to ensure a healthy and well-managed initiative and service portfolio.
- Identify business function opportunities and direct/influence approaches for adoption within the business partner organization. Assess impacts and work with business leadership to develop future roadmap and opportunities.
- Contribute to the identification of business partners’ long-range plans and integrate into business capability roadmaps and priorities, as appropriate. Brief stakeholders on business partner plans and collaborate on the development of delivery strategies.
- Point of contact to work with the business, build relationships and be the strategic partner to the business
- Advocate for an awareness and focus on business partner strategic plans.
- Ensure that project/program managers of business partner projects are knowledgeable about the business partner and their objectives; engage as a project/program stakeholder, including evaluating project efforts and progress against joint strategic plans and objectives.
- Knowledge and awareness of industry trends and digital advances as they relate to new opportunities and business needs.
- Evaluate joint initiatives as they relate to corporate strategy to ensure convergence and opportunities for measurable success.
Partnership & Relationship Management
- Interface between the ITC function and business partner to stimulate, surface, and shape opportunities and ensure that the potential business value from those assets and capabilities are captured, realized, optimized, and recognized.
- Develop a deep knowledge of the business partner’s business area and build positive relationships, both horizontally and vertically.
- Ensure business value realization and optimization, from value plans through consultancy, business case development, financial awareness, managing expectations, and identifying opportunities to add value.
- Develop strong collaborative relationships with Delivery Leads and ITC Product Teams, engaging others in the co-creation development of opportunities and proposed solutions for clients.
- Ensure understanding of relevant ITC strategies and plans (e.g. IT Strategy, Architectural Roadmaps, Technology Roadmaps, approaches to managing risk) in order to bring a fulsome view of ITC perspectives to the development of portfolio plans and priorities with clients
- Remain informed of project and initiative progress, supporting consistent and effective communication. Support escalation and issue resolution efforts and the management of risk.
- Educate business partners about processes, roles, and capabilities.
- Establish communication processes and channels across business functions.
- Communicate ITC’s performance in the business partner’s portfolio on a regular basis. Measure and communicate business value realized with the business partner.
Quality Assurance & Continuous Improvement
- Partner with other areas of WSIB to ensure end-to-end solutions and delivery are efficient and effective.
- Partners with external vendors/consultants and service providers to ensure business needs associated with projects/initiatives (planned or in progress) are being done in a manner that enhances the overall delivery of IT solutions and services delivered, including pre and post implementation work
- Review and analyze existing application effectiveness and efficiency, and then collaborate with Delivery Leads, Product teams and Enterprise Architecture to develop strategies for improving, leveraging or transitioning these systems.
1) Education requirements:
- Post-Secondary education in a technology related field (Computer Science, Mathematics, Information Systems, and Engineering) or equivalent minimum.
- Post-Secondary education in both:
- a technology related field such as Computer Science, Mathematics, Information Systems, Engineering AND a business related field such as Marketing, Human Resources, Business Management preferred
2) Experience:
- 10 years’ experience in the delivery of IT/business system services in a medium to large organization
- 5 years management experience minimum, 10 years management experience preferred.