Manager - Service Management and Governance
Position: Manager - Service Management and Governance
Company: Custom House
Victoria
Sep 02, 2009
Job ID: 10-101
Total # of positions requested of this title: 1
Position/Status: Permanent/Full time
Description:
We are looking for a highly experienced Service Management and IT Governance professional to join our IT team as a Manager in the IT department. This individual will be responsible for process analysis, definition and recommendations regarding Service Management and Service Delivery, ensuring compliance with ii; IT Governance; definition and implementation of a Service Architecture; project management of Service Delivery projects; integration; mentoring of staff in Service Management and best practices; and ownership of the business change management function within IT Operations.
This is a key senior role in the organization and aligns with company approach to Service Management and the implementation of ITIL. The successful candidate will be expected to present concepts and deliverables at senior levels. Occasional international travel is a requirement of this position.
Essential Duties and Responsibilities:
- Lead the analysis, design, definition and implementation of IT Operations’ Service Management.
- Engage with Business Strategy Owners to assist them in identifying strategic business outcomes and how these will be delivered
- Develop, communicate and maintain an IT Strategy that is aligned to key business strategies, ensuring IT investments are well planned and architected, and support the delivery of agreed strategic business outcomes
- Lead the IS Architecture stream to ensure IT services are well designed using flexible, scalable and re-usable solutions that support “shared services” and comply with the organisation’s Enterprise Architecture
- Contribute to PMO through defining governance framework and programmes to support delivery of outcomes across the range of business strategies
- Establish and align IT Governance framework and processes to support business planning and performance management
- Undertake key role in enduring IS Governance framework, ensuring compliance and contributing to decision making process and issue resolution/risk management of escalated items
- Produce and approve material for widespread communication across stakeholders within the organisation, including but not limited to a statement of strategic direction of IT; and a review of the health of IT within the organisation at least once a year
- Raise key decisions, risks and issues to the Director for guidance and direction
- Mentor and provide knowledge transfer to co-workers as appropriate
Knowledge, Skills and Abilities:
- Previous geographically-diverse enterprise-level experience is required.
- Competent in the use of MS Office Suite (Excel, Word, Visio and PowerPoint).
- Enterprise-level experience with the implementation of Service Management best practices.
- Enterprise-level experience with the implementation of Governance controls.
- Enterprise-level experience of defining and implementing a Service Delivery Architecture.
- Experienced at creating solutions in a global organization.
- Experience of presentation and communications at an executive level.
- Demonstrated problem solving and analytical skills.
- Experience of identifying improvement opportunities and shaping / delivering an efficiency programme.
- Experience of formulating and delivering cultural change.
- Experience of using project management methodologies to deliver transformational change.
- Previous management of a Service Desk is highly desirable.
Date Added 8/17/2009
Salary commensurate with skills and experience. Please submit salary expectations with resume.
Contact Information:
Custom House, A Western Union Company
517 Fort Street
Victoria, BC V8W 1E7, Canada
Phone 250.220.4180
www.customhouse.ca
