Director, IT Change Management

Manulife; Waterloo; Hybrid; CAD 110,000 - 206,000; Full time

Job summary

Join a forward-thinking company as a leader in IT Change Management, where you will enhance processes and collaborate with global teams. This role offers the opportunity to drive innovation and lead a high-performing team while ensuring alignment with ITIL standards. You will be instrumental in shaping the future of IT services, making a significant impact on organizational success. With a commitment to professional development and a focus on work-life balance, this position is perfect for those looking to grow their careers in a dynamic environment.

Benefits

Health and Dental Insurance

Mental Health Support

Flexible Work Policies

Retirement Savings Plans

Generous Paid Time Off

Professional Development Opportunities

Qualifications

• 5-7 years in IT Change Management leadership role.
• Strong understanding of ITIL methodologies.

Responsibilities

• Drive IT Change Management process for the global enterprise.
• Lead and coach a distributed team of Change Managers.

Skills

ITIL Change Management

Leadership

Interpersonal Skills

Conflict Resolution

Agile Environment Adaptability

Education

Bachelor's degree in Computer Science

Equivalent experience in IT

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, along with procedures and tooling; collaborate with teams globally, and coordinate with senior leaders/executives, as we continue our journey to becoming a digital leader.

Responsibilities:

• Responsible for driving 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 a team.

• Regularly review process and procedural documentation for correctness and comprehensiveness.

• Continually strive for regional procedure alignment.

• Achieves strategic resource planning, drives management activities.

• Drives and enables the success of a team.

• Removes barriers in complex situations to enable team to deliver.

• Continually identifies tool improvement opportunities in the Change Management module within the org's ITSM tool (ServiceNow).

Attributes:

• Demonstrates understanding of ITIL Change Management process/practice.
• Strong detail orientation.
• Navigates cross team structures well by understanding of teams, cultures within the broader company.
• Evaluate and applies industry practices to issues at hand to bring innovation to solutions.
• Interpersonal skills including mentorship, collaboration and ability to lead with empathy.
• Conflict resolution skills and the ability to bring disagreeing parties to mutual understanding and agreement.
• Able to work across teams to drive the best outcomes.
• Constantly learns from both success and failure.
• Good verbal and written communication; able to effectively articulate process and purpose, possibilities, and outcomes.

• Ability to work in a fast-paced and agile environment.

Decision Authorities:

• Able to achieve significantly complex outcomes using own judgement.
• Operates collaboratively to drive leadership outcomes.
• Recruits and hires talent to support teams.
• Able to easily adapt and predict changing scope and complex priorities across teams.
• Foresees challenges in advance and proactive solutions with teams to avoid hindrances.

Required Qualifications:

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

• Bachelor degree or equivalent experience in Computer Science, Information Technology, Engineering or a related field.

Preferred Qualifications:

• ITIL v4 Foundations certification.

• Six Sigma white belt or higher.

• Familiarity with IT Service Management (ITSM) tools like ServiceNow or Remedy.

• Understanding of other ITSM process/practices like Release Management, Incident Management and Problem Management.

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment:

Values-first culture

We lead with our Values every day and bring them to life together.

Boundless opportunity

We create opportunities to learn and grow at every stage of your career.

Continuous innovation

We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity, and Inclusion

We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship

We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail] .

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$110,530.00 CAD - $205,270.00 CAD

If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.