M365 Platform & Service Delivery Lead

OMERS; Toronto; Hybride; CAD 86 000 - 130 000; Plein temps

Avantages offerts par ce poste

Group benefits

Retirement plans

Incentive programs

Résumé du poste

OMERS seeks a role within Enterprise Technology to optimize M365 platform services, improve intake and delivery processes, and enable stakeholders with measurable governance. The role focuses on scalable, well‑governed service delivery with a strong emphasis on process improvement and cross‑functional collaboration.

You will work with engineers, governance teams, and business stakeholders to streamline demand, adoption, and reporting while embedding continuous improvement into daily routines

Qualifications

• Five or more years in technology analysis, IT service management, or equivalent enterprise role.
• Hands‑on experience with ServiceNow including intake, catalog items, workflow, routing, approvals, queues, and reporting.
• Ability to build roadmaps, sequence priorities, track dependencies, and drive adoption.

Responsabilités

• Build and maintain a prioritized service improvement roadmap based on business value, impact, effort, and dependencies.
• Improve intake, triage, prioritization, approvals, fulfillment, escalation, and reporting for M365 platform work.
• Enhance ServiceNow intake forms, catalog items, request workflows, routing, approvals, and reporting.
• Partner with engineers, Service Desk, security, governance, and business stakeholders to reduce bottlenecks and clarify accountability.
• Facilitate workshops and stand‑ups to gather requirements and advance improvement initiatives.
• Define operating models, decision paths, and governance materials to make work predictable and auditable.
• Identify manual effort and bottlenecks and recommend automation or self-service opportunities.
• Define operational metrics and reporting to show demand, performance, and risks across M365.
• Create process maps, runbooks, and governance materials; maintain clear stakeholder communications.
• Embed continuous improvement into team routines and adapt practices as priorities evolve.

Connaissances

Technology analysis

IT service management

Stakeholder enablement

Roadmap planning

Facilitation

Documentation

Formation

Post-secondary IT/Business related degree

Outils

ServiceNow

Power BI

Excel

Visio

Description du poste

OMERS seeks a role within Enterprise Technology to optimize M365 platform services, improve intake and delivery processes, and enable stakeholders with measurable governance. The role focuses on scalable, well‑governed service delivery with a strong emphasis on process improvement and cross‑functional collaboration.

You will work with engineers, governance teams, and business stakeholders to streamline demand, adoption, and reporting while embedding continuous improvement into daily routines