Advisor, IT Service Management Governance

Desjardins Group; Montreal; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading company in the financial services industry is looking for an IT Queue, Incident and Delivery Manager. You will play a crucial role in supporting IT services by managing incidents and ensuring smooth delivery processes in a dynamic Azure environment. Your expertise in IT support, combined with strong problem-solving and interpersonal skills, will help the organization enhance its operational efficiency and support its data-driven initiatives. This role offers competitive pay, extensive benefits, and opportunities for professional growth.

Benefits

Competitive salary and annual bonus

4 weeks of flexible vacation

Defined benefit pension plan

Group insurance including telemedicine

Reimbursement of health and wellness expenses

Qualifications

• Minimum of four years of relevant experience.
• Experience in IT support or incident monitoring required.
• Knowledge of IT delivery processes and Service Manager.

Responsibilities

• Manage service delivery and coordinate communications for new software releases.
• Lead incident and problem management processes, ensuring timely resolution.
• Monitor vulnerabilities and compliance issues within IT infrastructure.

Skills

Problem solving

Interpersonal skills

Analytical skills

Communication skills

Education

Bachelor’s degree in a related field

Tools

JIRA

Confluence

Azure

Job description

The Desjardins Group Data Platform Department is primarily responsible for implementing capacity to support the shift to a data-driven Desjardins. We’re responsible for making sure Desjardins Group’s data platform (the foundation for Desjardins’s data strategy) has the capacity required to ground our business practices in data and analytics. Our Platform Operations team provides support and maintenance and makes sure that the DevOps teams have a secure platform that runs smoothly. As our IT Queue, Incident and Delivery Manager, you will design, configure, administer, maintain and upgrade IT networks, management systems and database servers based on the organization’s needs. You’ll work in an Azure cloud environment with targets based on infrastructure as code (IaC), configuration as code (CaC) and continuous deployment (CD). You’ll provide users with support and assistance with IT applications, including problem solving and managing service requests, IT incidents and technical issues. You’ll take on an advisory role and provide dedicated clients and partners with support in connection with key initiatives related to incident prevention and troubleshooting, IT infrastructure improvements, as well as rollout and post-rollout initiatives. You’ll propose solutions to improve or optimize standards, policies and programs. The nature of the files and projects you’ll be asked to work on require extensive knowledge of your field. You’ll come up with recommendations, solutions and action plans based on the organization’s objectives and priorities. You’ll help solve complex problems. You’ll use your analytical skills and in-depth knowledge of your line of business. Frequent coordination will be required. You’ll be called on to interact with numerous parties from other fields with complementary expertise. Interpersonal savvy is therefore essential. You will act as a resource person for your unit, loyal clients and various partners. Communication skills, interpersonal skills and the ability to take charge and work autonomously are key assets for this role. More specifically, you’ll be required to:

• Manage service delivery

  • Take on an advisory and/or support role, provide training and share information about the change management process

  • Act as a resource person for all parties involved in the process

  • Guarantee the timely delivery and successful implementation of new software releases, from the moment programs are delivered by our development teams all the way to the production phase

  • Plan and coordinate communications, delivery, qualification and production for new releases

  • Update reference files for deliveries that impact infrastructure

• Queue and incident management

  • Lead and see to it that all incident and problem management processes are applied correctly

  • Monitor incidents from the moment they’re assigned until they are resolved

  • Make sure your assignment group’s productivity quotas are met by implementing monitoring and follow-up initiatives for our platform maintenance and support teams

  • Take on an advisory and support role, and provide training and information on designated tools

  • Manage vulnerabilities and discrepancies uncovered in governance documents and ensure they’re assigned to the right teams so they can be resolved

  • Support IT teams with ITIL processes and ensure they have the tools and support they need to improve their skills

• Other tasks

  • Monitor vulnerabilities and compliance issues

  • Complete and update service trees in uCMDB

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.

What you bring to the table

• Bachelor’s degree in a related field

• A minimum of fouryears of relevant experience

• Please note that other combinations of qualifications and relevant experience may be considered

• Experience in IT support or incident monitoring

• Experience coordinating numerous files that may involve several teams and participants at once

• Knowledge of French is required

• Knowledge of IT delivery processes

• Knowledge of Service Manager

• Mastery of JIRA/Confluence

• Mastery of Azure cloud platforms

Action oriented, Complexity, Plans and aligns, Tech savvy

#LI-Hybrid

Trade Union (If applicable)

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!

Job Family

Information technology (FG)

Unposting Date

2025-06-3