Director, IT Change Management

Manulife; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading company in the financial services sector is seeking an experienced IT Change Management leader. In this role, you will drive the IT Change Management process globally, mentor a team, and enhance procedures and tooling. Your leadership will be crucial in navigating complex situations and achieving optimal outcomes across teams. If you have a strong ITIL background and a passion for innovation, this opportunity is for you.

Qualifications

• 5 to 7+ years in a leadership role in IT Change Management.

Responsibilities

• Drive the IT Change Management process for the global enterprise.
• Lead and coach a distributed team of Change Managers and Analysts.
• Identify tool improvement opportunities within the Change Management module.

Skills

Attention to Detail

Mentorship

Leadership

Conflict Resolution

Effective Communication

Agile Environment

Education

Bachelor's degree in Computer Science

Bachelor's degree in IT

Bachelor's degree in Engineering

Tools

ServiceNow

Remedy

Job description

Join our Global Enterprise Technology Services Team!

How Will You Contribute

A key opportunity to lead and be responsible for a global IT Service Management process within a high-performing team. The candidate will have the ability to enhance processes, procedures, and tooling; collaborate with teams globally, and coordinate with senior leaders/executives as we continue our journey to becoming a digital leader.

Responsibilities

• Drive the IT Change Management process for the global enterprise.
• Act as a champion of current ITIL standard methodologies.
• Lead and coach a distributed team of Change Managers and Analysts to further develop the team.
• Review process and procedural documentation for correctness and comprehensiveness.
• Strive for regional procedure alignment.
• Plan resources strategically and drive management activities.
• Enable team success by removing barriers in complex situations.
• Identify tool improvement opportunities within the Change Management module in the ITSM tool (ServiceNow).

Attributes

• Understanding of ITIL Change Management process/practice.
• Strong attention to detail.
• Ability to navigate cross-team structures and understand team cultures.
• Apply industry practices to bring innovation to solutions.
• Mentorship, collaboration, and leadership skills with empathy.
• Conflict resolution skills to facilitate mutual understanding.
• Work across teams to achieve optimal outcomes.
• Learn from successes and failures.
• Effective verbal and written communication skills.
• Ability to work in a fast-paced, agile environment.

Decision Authorities

• Achieve complex outcomes using own judgment.
• Collaborate to drive leadership outcomes.
• Recruit and hire talent.
• Adapt to changing scope and priorities.
• Proactively identify challenges and solutions.

Minimum Qualifications

• 5 to 7+ years in a leadership role in IT Change Management.
• Bachelor's degree or equivalent in Computer Science, IT, Engineering, or related field.

Preferred Qualifications

• ITIL v4 Foundations certification.
• Six Sigma white belt or higher.
• Experience with ITSM tools like ServiceNow or Remedy.
• Knowledge of other ITSM processes like Release, Incident, and Problem Management.