ITSM Manager

Join us in re-imagining health care with the largest social enterprise in Canada. SE Health is leading a multi-year enterprise transformation project that leverages human-centered design to be at the forefront of innovation within the healthcare sector. As a leader in home care, we are expanding and enhancing our capabilities to provide personalized experiences using new platforms and cloud-native architectures, ensuring privacy and security by design. Our transformation is grounded in guiding principles drive to ensure that we prioritize team decisions, long-term planning, process standardization, data-driven insights, and balanced user adoption. If you are driven by the desire to have an impact, change the world of health care and shape the future, we invite you to be part of our journey.

Position Summary - ITSM Manager

SE Health is embarking on an exciting journey to transform our IT Service Management practices to support company's growing services.

• As the IT Service Management leader, you will drive the ITSM roadmap and oversee the daily operations and execution of all program processes.
• Oversee IT service management teams responsible for daily operations of SE’s IT Service Management processes, including major incident, problem, change, and configuration management.
• Manage ITSM processes by tracking, enforcing compliance, and addressing process-related issues with stakeholders.
• Provide support to technology teams on ITSM processes and procedures, including leading training and communication initiatives.
• Take charge of critical major incidents in a 24/7 environment, leveraging sound judgment and decision-making skills to guide senior technology practitioners toward effective recovery and resolution.
• Contribute to service improvement by identifying process gaps and recommending enhancements.
• Review operational metrics with senior management to promote awareness, support, and compliance.
• Chair regular operational meetings with stakeholders to review KPIs, analyze trends, and identify opportunities to enhance ITSM across the organization.
• Act as a trusted ITSM expert and partner, leveraging industry knowledge to improve company’s ITSM processes.
• Maintain a network of ITSM professionals to exchange ideas and address challenges, benefiting IT Service Management initiatives.

Location: This role is hybrid and may require travel to our Markham or Toronto office as needed.

Responsibilities:

Collaboration and Leadership:

• Collaborate closely with the Network Operations Centre (NOC) and Tier 2 and 3 teams to build strong relationships and ensure alignment on service priorities.
• Act as an escalation point and subject matter expert (SME) for the on-call Incident Management team during major incidents, ensuring clear roles, responsibilities, and effective communication throughout the resolution process.
• Mentor and coach team members to enhance their ITSM expertise, fostering a culture of accountability, growth, and continuous improvement.

Change Management:

• Design, implement, and maintain the Change Management process aligned with ITIL best practices, managing the entire lifecycle of change requests, from assessment and authorization to planning, execution, and post-implementation review.
• Lead the Change Management process and team to ensure all changes are thoroughly planned, assessed, and executed efficiently, with adequate lead time.
• Schedule and facilitate Change Advisory Board (CAB) meetings, engaging relevant stakeholders to review, discuss, and approve or reject proposed changes or releases.
• Act as the primary contact for all Change Management inquiries, ensuring clear communication of planned changes, schedules, and potential impacts to clients and internal teams.
• Drive risk and impact analyses for proposed changes, ensuring minimal disruption to IT services and business operations while improving change success rates.
• Track and report on key performance indicators (KPIs) like change success rates, emergency changes, and process compliance, providing leadership with insights and recommendations based on change trends.
• Monitor and report on key performance indicators (KPIs), such as change success rates, emergency changes, and process compliance, providing actionable insights and recommendations to leadership.
• Manage emergency changes, ensuring timely processing while balancing urgency with adherence to process standards.
• Ensure all changes meet regulatory and organizational standards, maintaining detailed documentation for audits and compliance reviews.

Major Incident Management:

• Oversee the Major Incident Management process, ensuring incidents are resolved quickly and efficiently within agreed SLAs.
• Manage the Major Incident Management process to ensure incidents are resolved promptly and efficiently within agreed SLAs.
• Serve as the primary escalation point for high-priority incidents during on-call shifts, coordinating vendors and cross-functional teams while ensuring timely updates to stakeholders.
• Conduct post-incident reviews to identify root causes, lessons learned, and preventive actions, ensuring alignment with service improvement initiatives.
• Collaborate with technical teams to develop recommendations and drive initiatives that reduce the severity and frequency of incidents.

Reporting and Metrics:

• Monitor, analyze, and report on key performance indicators (KPIs) for Change and Incident Management processes.
• Provide actionable insights and recommendations to improve operational efficiency and enhance client satisfaction.

Qualifications:

• Over 5 years of experience in IT Service Management roles, with a strong emphasis on Change and Incident Management.
• ITIL v3 or v4 Foundation Certification (Intermediate or Expert level preferred). In-depth understanding of ITIL methodologies, processes, and best practices.
• A relevant university degree or college diploma is required.
• Proficiency with ITSM tools such as JIRA or ServiceNow.
• Proven ability to manage high-pressure scenarios, including major incidents and critical changes.
• Expertise in leading incident bridge calls, from initial triage to recovery efforts, ensuring timely service restoration and maintaining detailed timelines.
• Well-developed analytical, planning and problem-solving abilities are required.

Skills/ Competencies:

• Strong organizational and planning skills.
• Strong oral and written communication, facilitation and interpersonal skills.
• Excellent documentation, interviewing skills.
• Ability to manage and collaborate with multidisciplinary teams.
• Ability to influence and elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.
• Must be conscientious and reliable with a strong commitment to customer satisfaction and problem resolution.
• Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.

About SE Health

At SE, we love what we do. Every day, we bring hope and happiness to clients, homes, and communities across Canada. We treat each person with dignity and love, like our own family; we build empathy; and we do the right thing. We are always inspired to make a difference. As a not-for-profit social enterprise, we share knowledge, provide the best care, and help each client to realize their most meaningful goals for health and wellbeing. We are an inclusive workplace offering competitive pay, benefits, pension, and work life balance. We’re a great place to work, and we hope you’ll join our team.

In the interest of the health and safety of our patients/clients, employees, and greater good of public health, SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19. Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose.

SE Health is committed to the success of all its employees. If you feel you need accommodations because of illness or disability, please do not hesitate to contact the Talent Acquisition team at careers@sehc.com at your earliest convenience.