Advisor, IT Service Management

Relevance; Montreal; Hybrid; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

4 weeks flexible vacation

Defined pension plan

Group insurance including telemedicine

Telework equipment reimbursement

Job summary

Desjardins is seeking an IT Service Management Advisor to elevate service maturity and stability practices across the Property and Casualty Insurance IT Division. You will liaise between governance and delivery teams, guiding incident, problem, change, and service monitoring processes while improving operational performance.

The role requires a Bachelor’s degree and at least six years in IT service management, with French language proficiency and executive communication experience.

Qualifications

• Bachelor's degree in a related field is required.
• Experience managing IT services, governance or stability is required.
• Strong communication with executives and stakeholders.
• Experience translating data into strategic actions.

Responsibilities

• Act as an ambassador for IT service management within the IT Division, relaying priorities and promoting adoption of service management practices.
• Help teams apply service management practices and improve stability.
• Develop awareness and collaboration mechanisms to increase maturity in service stability and management.
• Oversee coordination of the Stability Unit and lead communities of practice.
• Monitor service performance and produce management reports for decision making.
• Coordinate cross-functional continuous improvement initiatives to increase stability and efficiency.
• Define and document the service portfolio, SLAs and measurement mechanisms.

Skills

Executive communication

Data analysis

ITIL knowledge

Governance

Continuous improvement

Education

Bachelor's degree in a related field

Job description

As an IT Service Management Advisor, you serve as an expert and influence teams in improving the maturity of service management and stability practices across the Property and Casualty Insurance IT Division. You act as a liaison between the teams responsible for corporate practice governance and the division’s delivery teams to help them understand, adopt and effectively apply practices. You help continuously improve operational performance, strengthen service stability and develop various service management practices that support the division’s operations. You provide cross-functional leadership to multiple technical teams and partners to transform business priorities into tangible results for the organization. In this role, you’ll be required to engage, influence and support multidisciplinary teams without a hierarchical reporting link to improve operational practices across the division. More specifically, you will be required to:

• Act as an ambassador for IT service management within the Property and Casualty Insurance IT Division by relaying business priorities and promoting the adoption of service management practices. For illustrative purposes, these practices may include incident management, major incident management, problem management, change management, service monitoring, service level management and service portfolio management.
• Help teams, service owners, problem coordinators and managers to apply service management practices, improve their stability and identify opportunities for improvement.
• Develop and lead awareness, training, knowledge sharing and collaboration mechanisms aimed at increasing the division’s maturity in terms of service stability and management.
• Oversee the coordination and development of the Property and Casualty Insurance IT Division’s Stability Unit, lead certain local communities of practice (for example, problem coordinators, queue managers or other key stability players), and represent the division before various corporate bodies and communities.
• Monitor service performance and stability indicators to identify trends, discrepancies, risks and opportunities for improvement.
• Produce management reports and executive summaries to inform decision-making and monitor the division’s performance.
• Coordinate cross-functional continuous improvement initiatives aimed at increasing stability, resilience, operational efficiency and service experience.
• Analyze the results obtained, establish links between the initiatives implemented and the gains observed, and then recommend priority actions to maximize business value.
• Help define, develop and document the service portfolio, service level agreements and associated measurement mechanisms.

What we offer*

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

* Benefits apply based on eligibility criteria.

#LI-Hybrid

What you bring to the table

• Bachelor's degree in a related field
• A minimum of six years of relevant experience managing IT services, in continuous improvement, governance, stability or a related field
• Please note that other combinations of qualifications and relevant experience may be considered
• Experience in executive communication
• Experience analyzing data and indicators and translating findings into strategic recommendations and concrete actions
• Experience facilitating communities of practice, working groups or governance bodies
• Knowledge of French is required
• Proficiency in IT service management principles, processes and best practices, particularly those derived from the ITIL framework

Action oriented, Ambiguity, Communicates effectively, Complexity, Customer Focus, Differences, Interpersonal Savvy, Nimble learning, Plans and aligns

Equity, Diversity, Inclusion and Accessibility

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

Trade Union (If applicable)

Job Family

Information technology (FG)