Why you’ll love working here: high-performance, people-focused culture our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account). optional post-retirement health and dental benefits subsidized at 50% yoga classes, meditation workshops, nutritional consultations, and wellness seminars the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers Job Summary The Manager, IT Service Management (ITSM) will play a pivotal role in maintaining the stability and reliability of our IT services. The Manager will report to the Sr. Manager, ITSM and will support in IT service delivery by assisting in the management of incidents and participating in the continuous improvement of our incident and change management processes while collaborating with various teams and ensuring effective communication and collaboration. This position will play a key role in minimizing business disruptions, identifying and resolving root causes of incidents, and ensuring that changes are implemented smoothly and efficiently. The Manager will work within a collaborative team of ITSM professionals and acts as and is a key member of the team who is an individual contributor. What you will do: Incident Management: Participate in major incident management activities in the event of a P1/P2 incident, support in coordinating all necessary teams to enable and expedite return to service. Facilitate verbal and written communication during these incidents, running related conference calls and acting as a liaison with business stakeholders and IT Leadership Coordinate with Business Continuity Management (BCM), Disaster Recovery (DR) teams and cross-functional teams to manage incidents and minimize impact on business operations. Conduct post-incident reviews and work with the Sr. Manager to ensure lessons learned are documented and implemented. Contribute to the Problem Management process to identify and resolve root causes of recurring incidents. Assist with Root Cause Investigation (RCI) and Root Cause Analysis (RCA) sessions. Lead service management and/or operational excellence review meetings and provide feedback and support relating to Incident, Problem and Change management. Change Management: Participate in the Change Advisory Board (CAB) to ensure the Change Management process is followed and changes implemented with minimal disruption to IT services. Lead technical change management process and ensure alignment with HOOPP standards. Ensure all proposed technical changes are reviewed and approved by appropriate Stakeholders. Perform post implementation review to ensure all lessons learned from changes and deployments are documented. Coordinate change implementation with relevant stakeholders and ensure proper communication. Lead Emergency Change management process. If required, schedule an emergency CAB meeting to review the emergency change and garner approvals. Ensure all emergency changes are communicated to appropriate stakeholders. Foster a culture of continuous improvement and operational excellence. Collaborate with other IT and business teams to align service management practices with organizational goals. Technology – Service Management and Monitoring: Utilize ServiceNow and/or Azure DevOps for incident, problem, and change management activities. Leverage monitoring tools such as Splunk and AppDynamics to proactively identify and address potential issues. Develop dashboards and reports to provide visibility into IT service performance and trends, Power BI knowledge or similar is nice to have. What you bring: 5+ years of experience in IT service management, with a strong focus on incident, problem, change and stakeholder management. Strong knowledge of IT service management frameworks and best practices, particularly ITIL. In-depth knowledge of network and system infrastructure, including servers, databases, and cloud environments. (i.e., Windows Server, Azure, AWS, Oracle DB, M365, Active Directory, etc.). Ability to analyze complex data and metrics to drive decision-making and continuous improvement. Experience in fostering a culture of continuous improvement and operational excellence. Excellent verbal and written communication skills, with the ability to effectively communicate technical information to non-technical stakeholders while collaborating with cross functional teams. Strong interpersonal skills to build and maintain relationships with various stakeholders. Extensive experience with ITSM tools (i.e., ServiceNow, AzureDevOps, etc.) and monitoring tools such as Splunk, AppDynamics. Demonstrated ability to develop and implement effective IT service management processes and procedures. Strong analytical and problem-solving skills, with experience in Root Cause Investigation (RCI) and Root Cause Analysis (RCA). Proven experience in managing and participating in on-call rotations to ensure 24/7 support for critical IT services and timely incident resolution. Ability to handle high-pressure situations and make quick, informed decisions during incidents. Experience overseeing system availability, performance monitoring, and incident response, including the use of data analysis to predict and forecast potential issues. Experience in developing and implementing NOC processes and procedures to ensure optimal system performance and uptime. Sound project management skills and a natural ability to lead and manage cross-functional teams by influencing without authority to resolve incidents in timely manner with a sense of urgency. ITIL certification (Foundation or higher) is a must have. Other relevant certifications such as COBIT, PMP, Scrum Master are nice to have. About HOOPP The Healthcare of Ontario Pension Plan (HOOPP) is one of the strongest and most stable defined benefit (DB) pension plans in Canada. Since 1960, HOOPP has been helping Ontario's healthcare workers build the foundation for a financially secure retirement. We take pride in being the pension plan for Ontario’s healthcare community and serve more than 478,000 members at more than 700 employers across the province. At HOOPP, we are committed to providing our members with a stable and reliable pension that starts in retirement and is paid for life. With offices in Toronto and London, we manage a global, multi-asset class investment portfolio. At the end of 2024 our net assets reached $123.0 billion and our funded status remained strong and stable at 111%. HOOPP's core values - accountable, compassionate and trustworthy - guide every interaction with our members, employers and employees. We've become one of Canada's leading pension plans by consistently challenging ourselves and embracing innovation. From our unique investment management approach to our innovative technology and thought-provoking research, we constantly seek to push the boundaries, and we do this by hiring passionate, forward-thinking people. Our high-performance culture is founded on collaboration, respect and belonging. HOOPP is an equal opportunity employer and we're proud of our diversity. We select applicants for employment solely on the basis of their qualifications. Should you require accommodation because of a disability during the recruitment and selection process, please contact our Human Resources team. We will be happy to consult with you so that arrangements can be made for reasonable accommodation.
