WHY YOU’LL LOVE WORKING HERE:

• high-performance, people-focused culture
• our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves
• learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth
• membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security
• competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team’s diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account).
• optional post-retirement health and dental benefits subsidized at 50%
• yoga classes, meditation workshops, nutritional consultations, and wellness seminars
• the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers

JOB SUMMARY

The Manager, IT Service Management (ITSM) will play a pivotal role in maintaining the stability and reliability of our IT services. The Manager will report to the Sr. Manager, ITSM and will support in IT service delivery by assisting in the management of incidents and participating in the continuous improvement of our incident and change management processes while collaborating with various teams and ensuring effective communication and collaboration.
This position will play a key role in minimizing business disruptions, identifying and resolving root causes of incidents, and ensuring that changes are implemented smoothly and efficiently. The Manager will work within a collaborative team of ITSM professionals and acts as and is a key member of the team who is an individual contributor.

Incident Management:

• Participate in major incident management activities in the event of a P1/P2 incident, support in coordinating all necessary teams to enable and expedite return to service. Facilitate verbal and written communication during these incidents, running related conference calls and acting as a liaison with business stakeholders and IT Leadership
• Coordinate with Business Continuity Management (BCM), Disaster Recovery (DR) teams and cross-functional teams to manage incidents and minimize impact on business operations.
• Conduct post-incident reviews and work with the Sr. Manager to ensure lessons learned are documented and implemented.
• Contribute to the Problem Management process to identify and resolve root causes of recurring incidents.
• Assist with Root Cause Investigation (RCI) and Root Cause Analysis (RCA) sessions.
• Lead service management and/or operational excellence review meetings and provide feedback and support relating to Incident, Problem and Change management.

Change Management:

• Participate in the Change Advisory Board (CAB) to ensure the Change Management process is followed and changes implemented with minimal disruption to IT services.
• Lead technical change management process and ensure alignment with HOOPP standards. Ensure all proposed technical changes are reviewed and approved by appropriate Stakeholders.
• Perform post implementation review to ensure all lessons learned from changes and deployments are documented.
• Coordinate change implementation with relevant stakeholders and ensure proper communication.
• Lead Emergency Change management process. If required, schedule an emergency CAB meeting to review the emergency change and garner approvals. Ensure all emergency changes are communicated to appropriate stakeholders.
• Foster a culture of continuous improvement and operational excellence.
• Collaborate with other IT and business teams to align service management practices with organizational goals.

Technology – Service Management and Monitoring:

• Utilize ServiceNow and/or Azure DevOps for incident, problem, and change management activities.
• Leverage monitoring tools such as Splunk and AppDynamics to proactively identify and address potential issues.
• Develop dashboards and reports to provide visibility into IT service performance and trends, Power BI knowledge or similar is nice to have.