Position Type: Regular – Full-Time
Position Location: Florenceville GTC
Requisition ID: 9553
Reporting to the Manager, Transition & Deployment, the ITSM Service Manager uses their expert knowledge in ITIL processes and business systems experience to establish and lead consistent and measurable activities across three key ITIL processes – Incident, Problem, and Change Management. This role will work closely with senior IT leaders to run the Change Advisory Board (CAB), which will provide overarching strategic direction to the Change Management function. The role will also be the product owner for the IT Service Management Tool and be responsible for education, training, upgrades and the correct usage of the tool within the scope of the ITIL processes and continuously mature the ITIL processes as required.
JOB RESPONSIBILITIES:
Develop and maintain repeatable and effective incident, problem, and change management processes.
Establish consistent ITSM practices and measures within each participating department (build, document, train, manage deployment, etc.).
Lead and mentor McCain IT and business stakeholders on ITIL processes and ensure the scope of change management governs all IS changes through a single process.
Ensure ITSM documentations are in line with the actual policies and procedures. Support audit of ITSM processes.
Manage audit of ITSM, ensure necessary reporting and work with auditors to ensure audit compliance.
Develop and maintain product roadmaps as well as education and training material for the IS Service Management Tool and ITIL processes.
Develop and maintain the process to manage the Continual Service Improvement (CSI) function and oversee the implementation of identified CSI changes into all the ITIL processes.
Lead the members of the Change Advisory and Change Control boards through tough conversations about business impact and to gain alignment on change schedule.
Establish trusted relationships with the IT PMO leader and Global PM’s to ensure change management processes are established within their programs and projects.
Perform regular analysis on Incidents, Problems and Changes to understand trends, gaps, etc.
KEY QUALIFICATION & EXPERIENCES:
5+ years’ experience in managing ITSM within an ITIL framework.
Bachelor degree in computer science, information systems or other related field (or equivalent work experience).
Broad exposure to IT infrastructure and application landscape ideally with technical depth in a discipline/ITSM process.
Experience in administering, monitoring, reporting and maintaining different ITSM modules in ITSM tools.
Qualification in ITIL.
McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.
McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.
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Job Family: Information Technology
Division: Global Technology
Department: IT Transition & Deployment
Location(s): Florenceville-Bristol || CA – Canada : New Brunswick : Bathurst || CA – Canada : New Brunswick : Centreville || CA – Canada : New Brunswick : Edmundston || CA – Canada : New Brunswick : Florenceville-Bristol || CA – Canada : New Brunswick : Fredericton || CA – Canada : New Brunswick : Grand Falls || CA – Canada : New Brunswick : Hartland || CA – Canada : New Brunswick : Moncton || CA – Canada : New Brunswick : Saint John || CA – Canada : New Brunswick : Somerville || CA – Canada : Ontario : Toronto
Company: McCain Foods (Canada)
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