Bilingual French - English Help Desk Analyst supporting legal and professional services firms’ IT users. Troubleshooting hardware, software, network, and access issues through phone, email, chat, and remote tools.
About the role
- Product Manager leading Intact’s IT services portfolio transformation, governance, and value realization. Aligning enterprise platforms, automation, AI, and ITSM initiatives with measurable business outcomes.
Responsibilities
- Own the vision, strategy, roadmap, governance, and value realization for the IT Services Portfolio
- Enable transformation from project-based delivery to a sustainable product and platform operating model
- Translate business priorities and transformation objectives into portfolio strategies, target outcomes, and investment decisions
- Direct high-impact initiatives and ensure measurable customer value, operational efficiency, adoption, resilience, and sustainable business outcomes
- Chair the ITS Product Council and direct portfolio-wide prioritization, governance, roadmap alignment, dependency management, and investment recommendations
- Define and maintain the multi-year IT Services Portfolio roadmap aligned with enterprise priorities
- Partner with architecture, engineering, experience design, and operations leaders to shape scalable solution options
- Drive transformation from discovery through adoption and optimization
- Establish portfolio strategy and provide strategic direction to Product Owners
- Own and improve portfolio governance, decision rights, standards, and performance reviews
- Align business priorities, funding, capacity, and delivery roadmaps across the portfolio
- Define portfolio KPIs, adoption measures, and value realization targets
- Track portfolio performance and develop executive-level business cases and investment recommendations
- Collaborate with business leaders, technology teams, architects, UX designers, and delivery teams
- Communicate product vision, roadmap progress, and value realization to executive leadership
- Coach Product Owners and partner with Scrum Masters to strengthen delivery practices and continuous improvement
- Foster collaboration, innovation, and a product-centric culture
Requirements
- Minimum of 7 years of product management experience, including enterprise transformation or portfolio-level accountability
- Experience managing enterprise platforms, digital products, or IT service portfolios from strategy through adoption and value realization
- Strong understanding of enterprise architecture and solution design concepts, including applications, integrations, APIs, data, cloud, security, resiliency, and technical debt
- Ability to evaluate solution options and make build-versus-buy, scalability, risk, cost, and lifecycle trade-offs
- Strong understanding of Agile, lean product management, value-based delivery, product operating models, and organizational change and adoption practices
- Experience developing business cases and applying total cost of ownership, investment prioritization, benefits realization, and ROI
- Experience with automation, AI, ServiceNow, ITSM, ITAM, CMDB, or enterprise workflow platforms is preferred
- Strong data literacy and experience defining KPIs and using customer and operational insights
- Excellent executive communication, facilitation, stakeholder management, and influencing skills
- ITIL 4 certification or strong working knowledge of ITIL practices is considered an asset
- For candidates located in Quebec, bilingualism is required to interact regularly with English-speaking colleagues across Canada
- Must be eligible to work in Canada
- No Canadian work experience required
- Must maintain work eligibility throughout employment
Benefits
- Flexible work arrangements and a hybrid work model
- Possibility to purchase up to 5 extra days off per year
- Multiple benefits supporting physical and mental wellbeing, including telemedicine and Wellness account
- Share plan and other savings: up to 12% of salary or more
- Annual bonus plan with potential payout of up to double the target
- Employee Share Purchase Plan (ESPP), with Intact matching 50% of net shares
- Defined benefit pension plan with guaranteed income for life
- Workplace adjustments and accommodations for people with disabilities
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