Senior Manager, IT Service Management

ITSS / Technologie de l'information Brampton, ON #2023-9166 (reqID)


Position at Dynacare

Job Posting: Senior Manager, IT Service Management      
Where YOU work, makes a difference.      
Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive.      
Are YOU our next Senior Manager of IT Service Management?      
The Senior Manager of IT Service Management reports to the Director of Technology Solutions & Services.       
The Senior Manager, IT Service Management is a key member of the Dynacare IT Solutions and Services team as they are to drive compliance to necessary ITIL processes, generate and deliver continuous improvement initiatives, manage IT change, prepare and present IT Departmental reporting, support Business Continuity activities and generally evangelize process excellence across the IT organization.        
They will configure and mature existing service management tools (ServiceNow) with the support of internal and external partners. They will continuously be researching innovation to process to ensure continuous improvement has a contemporary focus. They will lead a small team of IT Service Management professionals with a balance of compassion and delivery to ensure the team is always targeting the right tasks at the right times. They will liase with vendors and ensure relationships are value focused and ever improving.        

Come join our team and experience the Dynacare Difference!

Why Dynacare is an amazing place for YOU:      
  • Join an award-winning "Top Employer" with meaningful and impactful career opportunities
  • Access a health and wellness benefits program that supports you and your loved ones
  • Grow and thrive with a dynamic, successful company through internal mobility opportunities
  • Invest in your future through RRSP match benefits and an employee stock purchase program 
  • Experience a collaborative, diverse workforce that prioritizes dignity and respect for all
How YOU will make a difference:      
  • Process Management
    • Develop policy, procedure and process documentation for all relevant IT processes using ITIL v4 standards
    • Manage, report, and communicate on the performance of owned processes
    • Deliver process training
    • Partner with leaders across the organization and champion day to day operation, continuous improvement, and governance of the service management lifecycle             

  • IT Change
    • Develop and manage an IT Change Management process to support organizational change management processes
    • Manage lifecycle of all IT Change with a focus on service disruption minimization and efficiencies
    • Coordinate with the Quality team for Organizational Change
    • Prepare and Run CAB with supporting change calendar
    • Educate business units on IT Change Management continuously
    • Develop, coordinate and perform post-change reviews
  • IT Reporting
    • Provide IT reporting as necessary leveraging Service Management and Data tools for other IT Teams
    • Continuously improve reporting metrics month over month
  • Disaster Recovery & Business Continuity Support
    • Support enterprise wide DR/BC initiatives
    • Conduct internal IT Tabletop exercises
    • Manage & maintain DR/BC documentation

  • Staff Management
    • Lead, empower and motivate direct reports and other IT professionals through coaching and mentorship
    • Foster teamwork and unity across all IT divisions
  • Vendor Management
    • Engage with Service Management vendors to extract value in all contracts and technologies
    • Establish supporting vendors to support technology and process management
    • Ensure budget expectations are met
What YOU bring to the role:       
  • Minimum 7 years of progressive experience in information security, with a focus on strategy, policy development, and team management.
  • Bachelor’s degree in Information Technology, Cybersecurity, or a related field, with a preference for advanced degrees or specialized training.
  • Professional certifications such as CISSP, CISM, or equivalent, demonstrating a commitment to ongoing professional development.
Technical Skills:      
  • 8+ Years of relevant work experience in Information Technology with at least three years of experience managing an enterprise level 24x7 high-availability environment
  • ITIL v4 Expertise
  • Experience managing and supporting an ITSM platform
  • Experience supporting various IT Teams with Service Management initiatives
Passionate about supporting healthy lives with commitment and care? Please apply today and let us open the door to your extended career journey.      
Dynacare has been a “Top Employer” for many years and there is a reason why. We are a great place to work. At Dynacare, we’re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care – we would like to meet you. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.      
Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees.       
 In accordance with provincial legislation and our Accommodation Policy a request for accommodation will be accepted as part of the Dynacare hiring process.