The Projects & Continuous Improvement Office enables business improvements across SAIT. The team ensures SAIT is working on the right projects at the right time to drive our strategic objectives forward.
The Opportunity
Join Our Leadership Team as Manager, Service Management Programs!
Reporting to the Director of Projects & Continuous Improvement, you'll play a pivotal role in leading and driving excellence in service management projects. Your mission? To ensure top-notch execution and delivery of projects that enhance our institutional business processes.
Key Responsibilities:
- Strategic Leadership: Develop and implement SAIT’s Enterprise Service Management strategy.
- Collaboration: Work with partners across the organization to align projects with strategic goals.
- Project Excellence: Oversee project governance and management, ensuring quality and consistency.
- Team Leadership: Lead and mentor a dynamic team of Project Managers, Business Analysts, and Change Management Specialists.
What You Bring:
- Expertise: Strong background in enterprise service management, project management, and business analysis.
- Vision: Ability to craft and execute a strategic roadmap for service management process improvements.
- Leadership: Proven skills in team development, coaching, and performance management.
Ready to make a significant impact? Join us and lead the charge in transforming our service management processes!
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The Role
Enterprise Service Management (ESM)
Develop ESM Strategy: Create a framework with principles and success measures to enhance processes and service levels, aiming for improved quality and satisfaction.
Collaborate with Partners: Foster strong relationships to drive value delivery and process efficiency, reduce service siloes, define governance, and boost communication and collaboration.
Identify Value Streams: Align improvement investments with value streams to eliminate duplicate processes, rationalize service applications, and create a seamless customer experience.
Create Roadmap: Identify and prioritize processes for ESM practices, ensuring alignment with institutional prioritization methodology.
Program and Project Delivery
Develop and Implement Processes: Ensure consistent project management methodology, governance, financial management, risk management, dependency management, sustainment planning, and regular status reporting.
Quality Management: Track and maintain the quality and consistency of methodologies across projects.
Escalation Point: Address projects not aligning with approved processes and reporting requirements.
Partnership Development: Collaborate with sponsors and business leaders to secure buy-in for methodology and governance.
Continuous Improvement: Refine practices and provide feedback to ensure alignment with overall program and portfolio management.
Team Management
Team Leadership: Manage a diverse team of project managers, business analysts, change management specialists, and other experts.
Project Support: Guide and advise team members to ensure smooth project execution and achievement of objectives.
Development & Mentorship: Provide coaching, mentorship, and performance management.
Career Progression: Identify high performers and support their career growth.
Financial Management
Budget Management: Oversee program-level budget, including forecasting and reporting costs for all resources.
Accurate Reporting: Collaborate with the Finance team to ensure precise cost capture and regular reporting to senior leaders.
Discrepancy Resolution: Work with SAIT departments and vendors to address financial discrepancies.
Alignment: Partner with the Director to harmonize financial practices and develop tools for budget management and forecasting.
Qualifications
Bachelor’s degree in business administration, business management, information systems, or a related field.
5 years’ experience in program management, senior project management (including budget, cost, and forecast management), or senior business process analysis and redesign, in a complex, multi-stakeholder environment. This may include IT programs/projects (solution design and implementation), business process improvement programs/projects, or business planning programs/projects.
5 years’ experience leading people.
Post-secondary or public sector experience preferred.
Experience with Service Management strategy development and/or implementation preferred.
Experience coaching and leading a continuous improvement culture preferred.
Lean and/or Six Sigma Certification preferred.
Program or Project Management Professional Certification preferred.
Business Analysis Certification preferred.
Change Management Professional Certification (i.e. Prosci) preferred.
Skills
Service-Oriented: Define value streams and efficiency opportunities with a focus on customer experience.
Continuous Improvement: Maintain a mindset and approach geared towards ongoing enhancement.
Business Acumen: Possess strong industry and domain-specific knowledge.
Financial Acumen: Demonstrate attention to detail in financial matters.
Leadership: Motivate employees and align with business strategy.
Navigational Skills: Influence key partners and navigate institutional hierarchies.
Influencing & Negotiation: Excel in environments with high competition for resources.
Communication: Exhibit excellent verbal and written skills.
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Job Classification: M1100 - Manager
Salary Range: $110,000 - $125,000
Paid Leave: 4 Weeks' Vacation/14 Flex Days per year
Hours Per Week: 37.5
Posting Closing Date: May 15, 2025
About SAIT
SAIT is a global leader in applied education. Named one of Alberta’s Top Employers, we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.
Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.
Equity, diversity and inclusion (EDI) is essential to achieving SAIT’s vision to be a global leader in applied education. We encourage applications from women, Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Learn more about EDI at SAIT.
At SAIT, we understand that experience comes in many forms. We’re dedicated to adding diverse perspectives to SAIT - so if your experience is close to what we’re looking for, please consider applying.
SAIT is committed to supporting persons with disabilities throughout the recruitment process. We will work with applicants to provide accommodations upon request to the Talent Advisor.
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