Service Management Process Lead

Position Summary
Interior Health are looking for an experienced Service Management Process Lead to join our team on a full time permanent basis out of our Kelowna location.

What we offer:
-Employee & Family Assistance Program
-Employer paid training/education opportunities
-Employer paid vacation
-Medical Services Plan
-Employer paid insurance premiums
-Extended health & dental coverage
-Municipal Pension Plan
-Work-life balance

Salary:
Salary range for the position is $88,990 to $127,923. Interior Health establishes salaries within the minimum and maximum of the salary range based on consideration of the qualifications, experience of the applicant, and an internal equity review of the salaries of other employees.

About the job:
In accordance with the established vision and values of the organization, 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.

In alignment with IH’s Occupational Health & Safety Program, employees shall adhere to all Occupational Health and Safety policies and procedures at all times and attend all required training. Employees are responsible to report any identified hazards, unsafe conditions or incidents to the manager or supervisor immediately.

Typical duties and responsibilities:

• 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 partners 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 workflow 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 Supplier Management
Performs day-to-day Supplier Management operations including monitoring supplier performance and evaluation of suppliers, monitoring adherence to contractual obligations by suppliers, identifying and making recommendations to manage risks associated with suppliers.

o Future defined service management functions including Event Management, Release Management, Business Analysis, Service Continuity Management, Service Level Management, Availability Management, Capacity Management, etc.

Qualfications
Honouring Interior Health’s commitment to Truth and Reconciliation and the Declaration on the Rights of Indigenous Peoples Act (DRIPA), and Pursuant to Section 42 of the BC Human Rights Code, preferential consideration and/or hiring will be given to qualified applicants who self-identify as Indigenous (First Nations, Métis, or Inuit).

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.

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.