Senior Manager, IT Service Management

Your Moneris Career - The Opportunity

We have embarked on an important and exciting journey to continuously transform our IT Service Management program to support the growing services delivered by Moneris that benefit millions of Canadians each day! This is an awesome opportunity for a dynamic and experienced IT Service Management expert to join the team and have the chance to really make your mark. IT Service Management Governance leader will manage the governance of Moneris' IT Service Management processes, the development and execution of the IT Service Management program roadmap, the management of ITSM audit and compliance activities, ITSM reporting and KPI/SLA management and for the operations of several processes within the ITSM domain.

Location: You will be based in our Toronto office and work in a hybrid model.

Reporting Relationship: You will report to Director, Production Support & Service Management.

Your Moneris Career - What you'll do

• Collaborate with other technology leaders; develop, execute and maintain the IT Service Management roadmap focused on enhancing reliability, resiliency and availability of Technology services. This includes growing the IT Service Management program to include additional functions for optimum success.
• Provide leadership for the team responsible for CMDB and Configuration Management with accountability to define and launch process for availability management and Service level agreement management.
• Develop, deliver and lead a Continuous Service Improvement program required to maintain visibility, minimize risk and drive identified opportunities through to completeness. The success of this program relies on the cross-functional participation and integration with several other areas including Infrastructure and Application Development, Security, Enterprise Architecture and Risk Management.
• Design, develop and report on key technology service metrics designed to measure operational performance and to drive operations across the Technology Organization.
• Collaborate with Learning and Development for new and ongoing ITSM training requirements delivered to technology employees.
• Accountable for the IT Service Management knowledge portal to maintain the central repository of all IT Service Management documentation and resources to support technology team members in execution of ITSM processes and to support overall organizational change management.
• Seen as the trusted ITSM expert and partner at Moneris and levers industry and ITSM framework knowledge to improve how the program is delivered at Moneris.
• Maintain a diverse peer group of other ITSM professionals to share ideas and challenges to the benefit of Moneris' IT Service Management program.

Your Moneris Career - What you bring

• Bachelor's degree in information technology, system administration, information systems management or similar disciplines. Master's degree considered an asset.
• Minimum 10 years of experience working in developing, administering, or conducting IT service management work processes and managing senior technical resources.
• 5 years of technical leadership and people management experience.
• Experienced in supporting and administering IT service management functions such as incident, problem and IT change and configuration management.
• ITIL V3 or ITIL V4 Intermediate certification, Expert level is considered an asset
• Establish and sell the senior leaders within the technology organization on your technical vision.
• Experience supporting payment systems within a merchant acquiring business is considered an asset

Your Moneris Career - What you get

• Comprehensive Total Rewards Program including bonuses, flexible benefits starting from day 1, and your choice of either a health spending account (HSA) or personal spending account (PSA)
• RRSP matching & defined contribution pension plan
• Learning & development programs and resources including unlimited free access to Coursera and an Educational Assistance Program
• Holistic approach to your well-being, with an Employee Assistance Program for you and your family, access to 24/7 virtual health care, wellness events and a supportive workplace culture
• A workplace committed to investing in Diversity, Equity and Inclusion (DEI) through various initiatives including, employee inclusion groups (EIGs), mentorship, DEI learning and workshops, educational events, and various resources including an internal DEI website and newsletter
• Company-wide paid year-end closure & personal time off (including religious, personal, and volunteer days)

Find out more about the work perks and benefits you get as a Moneris employee at Moneris.com/careers

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Note: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.

We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.