Senior business strategy advisor shaping complex initiatives at Desjardins financial cooperative. Advising leaders, developing strategies, and improving service delivery.
About the role
- Senior IT Problem Management Advisor improving service management and stability across Desjardins’s Property and Casualty Insurance IT Division. Leading cross-functional improvement, governance, reporting and ITIL practices.
Responsibilities
- Serve as an expert and influence teams in improving the maturity of service management and stability practices across the Property and Casualty Insurance IT Division
- Act as a liaison between corporate practice governance teams and divisional delivery teams
- Help teams understand, adopt and effectively apply service management practices
- Continuously improve operational performance, strengthen service stability and develop service management practices
- Provide cross-functional leadership to multiple technical teams and partners
- Engage, influence and support multidisciplinary teams without a hierarchical reporting link
- Act as an ambassador for IT service management and promote adoption of service management practices
- Help teams, service owners, problem coordinators and managers apply service management practices and identify improvement opportunities
- Develop and lead awareness, training, knowledge sharing and collaboration mechanisms
- Oversee coordination and development of the division’s Stability Unit
- Lead local communities of practice and represent the division before corporate bodies and communities
- Monitor service performance and stability indicators to identify trends, discrepancies, risks and improvement opportunities
- Produce management reports and executive summaries
- Coordinate cross-functional continuous improvement initiatives
- Analyze initiative results, connect initiatives to observed gains and recommend priority actions
- Help define, develop and document the service portfolio, service level agreements and measurement mechanisms
Requirements
- Bachelor's degree in a related field
- A minimum of six years of relevant experience managing IT services, in continuous improvement, governance, stability or a related field
- Other combinations of qualifications and relevant experience may be considered
- Experience in executive communication
- Experience analyzing data and indicators and translating findings into strategic recommendations and concrete actions
- Experience facilitating communities of practice, working groups or governance bodies
- Knowledge of French is required
- Proficiency in IT service management principles, processes and best practices, particularly those derived from the ITIL framework
- Action oriented
- Ambiguity
- Communicates effectively
- Complexity
- Customer Focus
- Differences
- Interpersonal Savvy
- Nimble learning
- Plans and aligns
Benefits
- Competitive salary and annual bonus
- 4 weeks of flexible vacation starting in the first year
- Defined benefit pension plan that provides predictable, stable income throughout retirement
- Group insurance including telemedicine
- Reimbursement of health and wellness expenses and telework equipment
- Benefits apply based on eligibility criteria
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