| Position Summary |
Interior Health is seeking a Service Management Process Lead to support our IMIT department!
About the role:
The Service Management Process Lead is responsible for the operations and continuous improvement of the IH Service Management processes within their assigned focus area/module in ITSM. Primary and secondary focus area/s will be assigned by the reporting Manager. The Service Management Process Lead coordinates and manages best practice processes from understanding industry standards and IH culture, to researching provincial standards (if any), collaborating provincially regarding process, and implementing new and improved processes within IH. The incumbent is also responsible for special projects assigned as capacity permits.
Some typical duties:
- Responsible to manage ITSM module/s assigned by the Manager as primary focus area/s, and act as backup for those modules assigned as secondary focus area/s.
- Leads the day-to-day operational management of the responsible ITSM processes utilizing the Information Technology Infrastructure Library (ITIL) and enabling tool capabilities including trending and providing recommendations for continual service improvement (CSI) and taking corrective action as necessary to ensure the proper execution of the process
- Responsible for monitoring processes against defined performance measures and indicators (KPI's) for IHA Services. Works with stakeholders to develop, monitor, and optimize process performance indicators and reporting metrics. Coordinates with functional roles in hierarchical management.
- Establishes procedures and controls to monitor the ITIL process lifecycle and escalates to Service Manager as needed to bring correct response and support from functional support teams.
- Defines factors for functional and hierarchical escalation, and to improve procedures and ensure compliance.
- Leads and participates in process modelling meetings to effectively support business outcomes through requirements analysis and creates specific process workflow models based on ITIL Frameworks
- Leads/participates in provincial and service provider meetings representing Interior Health for the assigned ITSM module.
- Assist in operations between IH, PHSA and outsourced service provider to ensure service levels are met, quality investigations and resulting action items are managed in a timely and professional manner and Client Satisfaction survey results are processed, actioned and reported.
- Working with other process leads and subject matter experts to identify, prioritize, and implement improvement opportunities for the processes.
- Provide training as required for the Service Management processes and systems under scope.
- Responsible to update IT systems directly related to Digital Health Service Management including ServiceNow.
- Develops high-level metrics and/or reports to measure process effectiveness of the Service Management process under scope.
- Performs other related duties as assigned.
The reporting Manager will assign one or more primary and secondary focus areas from the below service management areas including but not limited to:
o Change Management:
Performs day-to-day Change Management operations including: monitoring the effectiveness of the Change Management process; ensuring accurate, complete and timely updates for change records assigned to change owners; chairing the Change Advisory Board (CAB) meeting; and conducting post-change reviews.
o Incident Management:
Performs day-to-day Incident Management operations including: monitoring the effectiveness of the Incident Management process; ensuring accurate, complete and timely updates for records assigned to resolver teams; and performing regular Incident Management reviews. Participates and supports the Major Incident Management process.
o Problem Management:
Performs day-to-day Problem Management operations including: monitoring the effectiveness of the Problem Management process, ensuring accurate, complete and timely updates for records assigned to resolver teams; chairing all initial and final root cause analysis (RCA) meetings; and performing regular Problem Management reviews.
o Request & Service Catalogue Management:
Performs day-to-day Request Management operations including: monitoring the effectiveness of the Request Management process; documenting and maintaining request work flow documents; ensuring accurate, complete and timely updates for records assigned to resolver teams; and performing regular Request Management reviews. Identifying potential automation areas for Service Catalogue items, developing Service Catalogue items and workflows as per requirements from the users/support teams.
o Configuration Management:
Performs day-to-day Configuration Management operations including: monitoring the effectiveness of the Configuration Management process, ensuring accurate, complete and timely updates for configuration items; and performing regular Configuration Management reviews.
o Knowledge Management:
Performs day-to-day Knowledge Management operations including: monitoring the effectiveness of the Knowledge Management process; ensuring accurate, complete and timely updates for knowledge articles; and performing regular Knowledge Management reviews. Assists with the development of knowledge articles for IMIT Lines of Business, Technical Support Services and Service Desk in support of Knowledge Management.
o Future defined service management functions including Event Management, Release Management, Business Analysis, Service Continuity Management, Service Level Management, Availability Management, Capacity Management, etc.
Some of the Benefits of Joining Interior Health:
An attractive remuneration package in keeping with your qualifications and experience and excellent career prospects awaits the right candidate. In addition to a competitive wage, we offer a total compensation package! We have one of the best benefit package and pension plans in Canada. In addition to Medical, Dental and Extended Health coverage, we offer paid annual vacation starting at 4 weeks (20 days) up to a maximum of 7 weeks (35 days). We also offer an attractive (defined benefit) employee pension plan, disability and life insurance, and options for maternity &/or paternity leave top-up.
We invite applicants to self-identify as First Nation, Métis or Inuit within cover letters and/or resumes.
Interior Health now offers assistance from an Aboriginal Employment Advisor. If you self-identify as Aboriginal (First Nations, Métis or Inuit) and if you would like assistance with the application process, job readiness, interview readiness or tips for resume and cover letter writing, send your question via email to AboriginalEmployment@interiorhealth.ca to be redirected to the Employment Advisor.
Love your work, apply today!
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Qualifications |
Education, Training, and Experience
Degree in Computer Science, or a related discipline or an equivalent combination of experience and post-secondary education.
Information Technology Infrastructure Library (ITIL) Version 3 Foundation Certification or greater.
Minimum of 3 years' experience in an ITIL process lead role.
Experience in managing and administering ServiceNow tool.
Experience managing large-scale third party service providers and vendors.
Experience managing medium to large-scale complex projects crossing departments and organizations.
Vested® Orientation is an asset.
Healthcare experience is an asset.
Technical writing experience is an asset.
Adult education experience is an asset.
LEADS Capabilities
Demonstrates all LEADS Capabilities, in particular:
- Leads Self/Cultural Agility - self-awareness, demonstrates character; noticing and adapting to cultural uniqueness to create a sense of safety for all.
- Engages Others/Empathy - communicates effectively; listens with heart rather than reacting
- Achieves Results/Process Orientation - takes action to implement decisions, assesses & evaluates results, follows culturally respectful processes that also produce results
- Develops Coalitions/Building a Trust-Based Relationship - builds partnership and networks to create results, demonstrates a commitment to customers and service, participating in open exchanges of experiences and culture
- System Transformation/Credible Champion - demonstrates systems/critical thinking, strategically oriented to the future, champions & orchestrates change, remains self-aware and maintains effective relationships, shows courage and conviction in advocating for change for the betterment of Aboriginal people.
Skills and Abilities
- Excellent facilitation skills.
- Demonstrated ability to foster potential of others by managing, coaching, and mentoring staff.
- Demonstrated ability to build and lead a disparate and dispersed team with vision, enthusiasm, and integrity.
- Clear and effective communicator at all levels of the organization, verbally and in writing.
- Strong customer service orientation.
- Demonstrated ability to function effectively in a highly dynamic, fast paced, continually changing environment.
- Physical ability to perform the duties of the position.
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Interior Health values diversity and inclusion. Our goal is to cultivate a workforce rich in culture, experience and knowledge to ensure equitable health outcomes for all of the clients we serve. We are welcoming of all populations including our Aboriginal partners throughout the Interior Health Region. We are committed to increasing our Aboriginal representative workforce to build an engaged, culturally diverse organization focused on the goal of providing high quality, sustainable healthcare through an engaged workforce and healthy workplaces. We build inclusive, trusting and respectful relationships through our partnerships.
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