Job Specifications
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 Senior Manager, IT Service Management (ITSM) will play a critical role in ensuring the stability and reliability of our IT services. Reporting to the Sr. Director, IT Sourcing and Service Management, the Senior Manager 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. You will drive continuous improvement by developing and implementing robust incident and change management processes, coordinating cross-functional teams, and ensuring effective communication and collaboration while managing a team.
Incident Management
What you will do:
Lead the Incident Management team to ensure timely resolution of IT incidents and alignments to standards.
Develop and implement incident management processes and procedures.
Oversee major incident resolution (P1/P2), coordinating teams and ensuring clear communication with stakeholders.
Coordinate with Business Continuity Management (BCM), Disaster Recovery (DR) teams and cross-functional teams to manage incidents and minimize impact on business operations.
Oversee the Problem Management process to identify, resolve root causes of recurring incidents and implement corrective actions to prevent recurrence
Lead service management and/or operational excellence review meetings and provide feedback and support relating to Incident, Problem and Change management.
Ensure incident and change management processes meet regulatory and compliance requirements specific to the Finance and Investment industries
Reduces compliance risks, enabling investment teams and others to focus on decision-making without regulatory disruptions
Ensures operational processes support investment teams’ ability to execute strategies effectively, fostering confidence in existing systems
Enable decision making by offering quantitative insights to HOOPP leaders including Investment Management and others about system reliability, contingency strategies for critical scenarios and improvement areas, supporting strategic technology investments
Foster a culture of continuous improvement and operational excellence.
Collaborate with other IT and business teams to align service management practices with organizational goals.
Change Management
Chairs and manages 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.
Maintain and communicate a change schedule to provide visibility to all technical changes
Review and approve change requests, ensuring compliance with change management policies.
Coordinate change implementation with relevant stakeholders and ensure proper communication.
Conduct change impact assessments and post-implementation reviews.
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.
DR, BCM and Major Incidents
Coordinate response efforts during major incidents when regular incident thresholds are exceeded.
Collaborate with Business Continuity Management (BCM) and Disaster Recovery (DR) teams to facilitate timely resolution of incidents.
Ensure effective communication and coordination among all relevant teams during major incidents.
Develop and maintain escalation procedures for major incidents.
Technology – Service Management And Monitoring
Utilize ServiceNow a
About the Company
Established in 1960, the Healthcare of Ontario Pension Plan (HOOPP) is a multi-employer defined benefit pension plan for Ontario's hospital and community-based healthcare sector. We serve more than 460,000 members who provide valued healthcare services at more than 670 employers across the province. At HOOPP, we exist to provide a stable and reliable pension for our members that starts in retirement and is paid for life. As one of Canada's largest and most respected pension plans, HOOPP's net assets reached $112.6 billion at...
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