Manager, Global IT Service Management and Governance

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you!

Reporting to the Global Leader, Planning and Project Services, The Global IT Service (ITSM) and Governance Manager plays a key role in overseeing and improving the IT Service Management processes of the organization on a global level. This position involves developing, implementing, and continually optimizing ITSM frameworks to enhance service delivery and IT operational efficiency. This role is based fully onsite out of our Mississauga, ON office location.

WHAT'S IN IT FOR YOU?

• Competitive compensation/pay package (Range - 90-130k)

• Dental/Vision/Medical benefits

• Life Insurance

• Health Spending Account

• Employee Support and Mental Wellness

• Competitive matched retirement savings program - RRSP

• Be part of a long standing and stable industry leader

  WHEN YOU JOIN US YOU WILL BE;

ITSM Strategy - Develop and maintain a global ITSM strategy aligned with the organization's goals and objectives.

IT Service Management Processes - Design, document, and standardize ITSM processes, including:

• Incident Management Process

• Responsible for operational processes.

• Business Relationship Management Process

• Responsible for operational processes.

• Collaboration: Collaborate with IT teams, stakeholders, and vendors to ensure seamless service delivery and issue resolution.

• Work with stakeholders to understand, document, and manage business requirements related to service management processes described herein. Bridges the gap between business needs and the ServiceNow development teams to ensure service management processes effectively meets business objectives.

• Change Management Process

• Responsible for operational processes.

• Act as the organization Change Manager: Implement IT change management processes to minimize disruptions and risks associated with IT changes.

• Owns Change Management process including hosting Change Advisory Board and liaising with all necessary parties including owner of the change, technical teams, third party service providers, and business partners to ensure change implementation, testing and back out follow procedure.

• Circulates pre and post CAB documentation in a timely manner.

• Facilitates creation, maintenance, and circulation of the Project, Change and Release Management calendars across all groups. Reports department adherence to published plan.

• Reports on CAB statistics including change success, emergency/expedited changes, and process deviations.

• Major Incident Management Process

• Responsible for operational processes.

• Owns the MIM (Major incident Management) process for major or complex incidents, ensuring proper major incident handling across stakeholders

• Problem Management Process

• Responsible for operational processes.

• Manages Problem Management process including hosting meetings to review problem tickets related to critical and high priority incidents ensuring post incident reviews have been completed satisfactorily.

• Release Management Process

• Responsible for service level management overseeing other team's operational processes.

• Release management: Accountable for ensuring that the Release Management Process is well-defined, efficient and aligns with the organization's goals and objectives.

• Request Management Process

• Responsible for operational processes.

• Service Level Management Process. (Governance and Reporting)

• Responsible for operational processes.

• Global IT Governance: Establish governance models and standards to ensure compliance with ITSM best practices and relevant regulations.

• Owns Service Level Management process and reports on achievement of each assignment group against defined SLAs.

• Service Level Management: Define and manage service level agreements (SLAs) to meet service quality and performance standards.

• Performance Metrics: Define and track key performance indicators (KPIs) to measure the success of ITSM processes.

• Definition, documentation, and continuous improvement of all current and future ITSM processes.

• Training and Awareness: Develop and deliver training programs and awareness campaigns to promote ITSM best practices across the organization.

• Documentation: Maintain comprehensive documentation of ITSM processes, policies and procedures.

Leadership:

• Lead a team of analysts in support of the operational processes described herein.

  OUR IDEAL CANDIDATE;

• Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, or related field.

• Minimum 7 - 10 years related experience.

• 3-5 years related experience on Service Now

• ServiceNow Certified System Administrator is an asset

• ITIL certification and experience utilizing the framework.

• Experience providing services to agreed Services Level Agreements (SLAs) and Service Level Objectives (SLOs).

• Experience in mapping as-is and to-be Service Management processes.

• Experience utilizing and optimizing ITSM tools across a global multi-site organization

• Ability to interface with staff at all levels in a and multi-cultural organization

• Must be able to work independently with minimal direction

• Excellent facilitation and organization skills

• Must be strictly punctual with circulation and receipt of documents

• Strong collaboration skills and ability to influence others.

• Continuous improvement mindset

Key Competencies:

• Strong leadership and team management skills.

• Analytical thinking and data-driven decision-making.

• Excellent problem-solving and conflict resolution abilities.

• Effective communication and stakeholder engagement.

• Project management and organizational skills.

• Adaptability to evolving IT and business environments.

  WORK AUTHORIZATIONS AND TRAVEL;

• 20% business travel slated within North America and Europe

  #LI-SM2

Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee's sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwor.