Description:
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