Grade: P8

Division: IGM Technology

IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $252 billion in total assets under managements. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management and Mackenzie Investments

Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy is Mackenzie Investments, founded in 1967.  Mackenzie Investments is a holistic asset-management partner for thousands of Canadian financial advisors and the investors they support. 

At Mackenzie Investments You Can Build Your Career with Confidence.

We have a vision and a strategy that will challenge the way business in this industry is done and help Canadians be successful in the ways that mean the most to them. As part of our team, you will do some of your best work, develop some of your most valuable skills and give back in ways that make a difference in the lives of Canadians.  We are proud to be recognized as one of Canada’s Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and centre.

Join an unstoppable team that is embedded in continuous learning, understanding, and knowledge sharing. You will thrive in our supportive environment where you can indulge your curiosity to learn, while receiving the feedback you need to refine your skills and abilities. We are dedicated to offering a hybrid work environment when applicable.

Mackenzie Investments is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.

Position

The Sr. Manager, ITSM Platform (ServiceNow) and Processes is accountable for defining and governing all ITIL/ITSM processes with various IGM Process Owners. The position will define and evolve the Service Lifecycle at IGM Technology, including Agile Methodology for our internal SDLC processes as well as Continuous Improvement based on relevant industry leading practices. The position will define new and work with the ITSM Team to evolve existing ITIL processes by conducting current state analysis, gap/opportunity analysis, and target future state design for all processes, effectively operationalizing and measuring process effectiveness through KPIs and monitoring adherence and adoption. The role will be the ITSM Platform Owner responsible for enabling processes into ServiceNow; creating and delivering to a platform roadmap; managing ongoing initiatives, enhancements and defects, and providing operational support. This role will also involve managing the biweekly stakeholder meeting, building relationships with vendors and managing the relationships for our key IGM Stakeholders.

Responsibilities:

• Maintains a set of certified platform integration patterns for ticket types and integrations

• Regular assessment of current state processes against governance gaps, issues, lack of understanding/awareness or lack of process adherence
• Directs process/procedure analyst(s) activities related to process improvements
• Maintains a holistic Service Catalog view for IGM, irrespective of whomever provides the service
• Directs process workflows to be enabled within the ServiceNow platform
• Serves as the Request Fulfillment Management Process advisor and partners with ITSM Team
• Develops and manages the defects, enhancements, and strategic roadmap for the platform, including upgrade planning and regression testing while ensuring operational support is in place
• Captures regular “voice of the customer” service experience opposite identified measures
• Partners with Incident and Problem Management on root cause and service improvement tracking to determine where to invest in service improvements in conjunction with the business, and tracks implementation and benefit realization on service improvements
• Partners with Incident, Problem, Knowledge, Change, Asset and Configuration Management to ensure platform enables relevant processes and operational requirements
• Partners with Service Reporting to drive out measurement of KPIs including but not limited to process adherence and maturity
• Facilitates a working group across all functional areas for continuous improvement relevant to processes and platform
• Liaises with IS Audit and Compliance to ensure adherence and measurement of standards and controls
• Agile Achiever: Thrive in a flexible and proactive work environment. Your ability to quickly adapt to changing project requirements and customer objectives will be key in delivering successful outcomes.
• Collaboration Champion: Collaborate closely with project managers, clients, and  developers. Your excellent communication skills will foster cohesive project and process strategies and ensure effective synergy throughout all phases of development, testing, and deployment.
• Tech Trendsetter: Stay ahead of the curve by keeping up-to-date on new ServiceNow features and functionalities. Your insights will be instrumental in driving process improvements.

Qualifications:

Required:

• 5+ years’ experience in ITSM/ITIL or similar frameworks and governance role
• 5+ ServiceNow platform owner experience required, including multiple integrations (i.e. eBond to another ITSM Tool or supporting systems like JIRA, MS Teams, etc)
• 2+ years of experience in a leadership capacity with focus on people, projects, and conflict management.
• Proven experience in process design, implementation, socialization, and training
• Demonstrated experience in influential communication to senior management and stakeholders with proven leadership skills
• Proven experience in coaching and mentoring for high performance
• Strong experience in redefining service delivery, management of support functions and balancing priorities
• Proven experience with COBIT or other IT industry frameworks.
• Strong verbal and written communication skills, problem solving skills
• Self-starter
• Ability to work across functional areas to drive continuous improvement
• Ability to work in challenging and ambiguous environments
• Ability to use data-driven techniques, analyze and interpret data
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency, and ease
• Ability to practice Adaptive Governance, allowing the organization to deliver with agility and with scaled rigor
• Strong customer experience focus and mindset

Assets:

• ITIL v3+ Practitioner certification or similar certification
• Post-secondary education in Computer Science or related field
• Experience managing development teams
• Product Owner/Product Manager certifications

Please visit our career page by clicking on the following link: https://www.mackenzieinvestments.com/en/careers

We thank all applicants for their interest in Mackenzie Investments; however only those candidates selected for an interview will be contacted.

Mackenzie Investments is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.

Please apply by September 19, 2024.

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