Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence. The Senior Manager of IT Service Management holds the distinguished responsibility for the continuous evolution and execution of ITSM processes and policies, with a focus on Incident/Problem Management, Change Management, ITSM Tooling, and the stewardship of Aviva’s Command Centre. This role demands both hands-on expertise and the ability to champion ITSM processes and policies across the organization. What you'll do Own the Major Incident Management process to ensure rapid service restoration and effective stakeholder communication during and after major incidents. Lead the Problem Management process to conduct root cause analysis for incidents and identify preventive measures to enhance service reliability. Manage the CMDB, Hardware Asset Management (HAM), and Software Asset Management (SAM) systems to ensure accurate and efficient tracking of configuration items and assets throughout their lifecycle. Spearhead the Change Management process to ensure seamless and low-risk implementation of IT changes, with meticulous documentation, testing, approval, and impact monitoring. Orchestrate the optimization and management of the ITSM tool, harnessing automation to streamline workflows and ensuring seamless integration with other IT systems and processes. Ensure monitoring systems are implemented and managed in alignment with business needs and ITSM processes to guarantee continuous service availability and proactive issue resolution. Promote the value of ITSM in the organization by clearly communicating its benefits, conducting tailored training, and fostering a culture of continuous improvement and service excellence. Develop and deliver regular ITSM performance reports to identify trends, measure effectiveness, and drive improvements, while providing actionable insights and recommendations to senior management. Establish a framework for Service Level Management and Service Monitoring strategy. Assess workload distribution, identify resource optimization opportunities, and recommend staffing adjustments. Foster positive relationships with IT teams, business units, and external partners to ensure cohesive collaboration, seamless communication, and proactive resolution of ITSM-related issues. What you'll bring Bachelor’s degree within business, computer science area or equivalent experience ITIL Framework Proficiency: Especially ITIL v4 Foundations (preferred) and Managing Professional Level (preferred) for Incident, Problem, and Change Management Demonstrate evidence of influencing positive change within IT service management (7-10 years). Experience in IT Operations, including production support for web applications, technical and data center operations, storage, and network management. Proven experience in managing service provider and/or customer relationships. Familiarity with formal Incident, Problem, and Change Management ITIL processes. Experience in directly leading teams. Demonstrable experience in implementing, maintaining, and updating ITSM procedures and processes. Proficient in developing, managing, and reporting on critical metrics. Strong analytical and problem-solving abilities to swiftly investigate incidents, identify root causes, and implement solutions. Proficient in formal Incident and Problem Management as well as Service Desk functions. Capable of conveying technical instructions clearly, both orally and in writing, to IT staff and advising users on problem resolutions; adept at preparing status reports. Demonstrates initiative and sound judgment. Able to work independently and contribute effectively to team efforts. Expert proficiency in Excel, Word, and PowerPoint. Energetic, self-motivated, and focused on achieving outcomes. Strong leadership and teamwork skills. Committed to continuous service improvement and self-motivated. What you’ll get Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities. Outstanding Career Development opportunities. We’ll support your professional development education. Competitive vacation package with the option to purchase 5 extra days off per year. Employee driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion. Corporate wellness programs to support our employees’ physical and mental health. Hybrid flexible work model. Please note that we may use AI tools to help us through the recruitment process. This is an existing position which has been posted both internally & externally. Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva Canada. We help our 19.5 million customers to save for the future and manage the risks of everyday life. To give these customers the best possible products and service we know we must make Aviva the most attractive choice for talented, entrepreneurial people with diverse backgrounds and an evolving range of expertise and insight. So, we’re passionate about helping our 23,000 people to do the best work of their lives, to enable them to make a positive difference to the lives of our customers.
