Records & Information Manager (Service Delivery)

At Canadian Forces Morale and Welfare Services (CFMWS), we’re more than just a workplace; we’re a proud community dedicated to supporting Canadian Armed Forces members, veterans and their families in their daily lives. We carefully curate and provide programs and services designed to meet their unique needs and enhance their mental, social, physical, financial and familial well-being. CFMWS employees deliver programs and services including recreation, sports and fitness programs, customized financial services, retail services, access to retail savings and discounts and offers family support and organizes charity events.

Our success stems from living our values. Our employees care about their role in supporting Canadian Armed Forces members, veterans and their families and act with integrity in all they do. Thriving in our close-knit environment, we act as one team with one mission. We constantly seek new ideas and creative ways to deliver the best possible programs and services.

As an employer, we offer a commitment to your health, wellness and growth. We provide a diverse range of roles across many locations and a career where you can make a meaningful impact.

The Manager of Records and Information Management (RIM) - Service Delivery is responsible for overseeing the organization's Information Asset lifecycle and providing responsive and reliable support to CFMWS’ internal departments

through the design, launch and management of a centralized service delivery function for operational Information Asset Management (IAM).

This role is the central Information Asset Management advisor to all departments, providing expertise on file organization, classification, retention, retrieval and disposition of physical and digital information assets. They will tailor IAM and Record and Information Management System (RIMS) services to meet specific departmental requirements. Responsible for the first line of service delivery, they will lead initiatives to improve efficiency, reduce waste, and foster a culture of process automation wherever feasible in the service delivery efforts. They will also monitor program and service delivery goals, and performance and volumetric index metrics, as well as the coordination of cross-functional and technology project initiatives to improve IA management practices.

The function of Data and Information Management is new at CFMWS. As such many of the training programs and learning materials for employees on proper IA management throughout the lifecycle are in development and implementation stages. They will have a key role in establishing this function and building the organization’s Information Asset management understanding and maturity. This includes the development, implementation, and maintenance of IA management learning curriculum and training programs, materials, user manuals, Quick Reference Guides, and technology solutions; overseeing the learning and development advisor; and hosting workshops and one-on-one coaching sessions with department staff as needed.

As a critical team member in the implementation of the IA management technology suite (RIMS), including the facilitation of seamless integration of RIMS and IAM practices into day-to-day business operations. The role also works in close collaboration with the IT operations and solution architect team, to not only ensure system functionality and ongoing support but also identify and evaluate new IAM technologies and ML and AI opportunities that will advance the strategic goals of CFMWS.

In this role, you will be responsible for establishing service level agreements/standards, response times and escalation procedures for technology projects or divisional support. Working closely with the IAM team, develop and maintain a service catalog outlining available services and request pathways within ServiceNow. You will develop and track KPIs such as response time, resolution time, and customer satisfaction. This should also include the creation of dashboards and periodic reports to share service performance insight with leadership and stakeholders and use data to identify bottlenecks, forecast demand and drive process improvements.

In this role, you will represent the organization’s information management with user groups, project teams, and collaborate with stakeholders to achieve goals and participate in the development, implementation and delivery of communication and change management strategies. You will also develop and maintain knowledge base articles, SOPs user guides.

Education, Certifications and Licenses

Bachelor’s degree in Record and Information Management, Business Administration, Operations Management or a related field AND some years of experience in records and information management or a related field

Certificate from Association of Records Managers and Administrators or equivalent, an asset

Project Management or Service Delivery certification (PMP, Lean SIX Sigma), an asset.

Experience

In developing strategy and operational plan

In records and information management principles, compliance requirements, and information governance

In ticketing systems and performance analytics

In project management

In interpreting, applying and providing advice on policies, procedures and relevant legislation

In the application of retention, disposition and archival practices

In setting up internal support functions or shared service centers

In change management

In preparing discussion papers, briefing notes, summaries and options

In preparing and marking presentation

Competencies, Skills and Abilities

Client focus, organizational knowledge, communication, innovation, teamwork and leadership.

English or French Essential, Bilingual an asset

Reading: Advanced

Writing: Functional

Oral: Advanced

Health Benefits: Drug coverage, healthcare spending account, virtual care (telemedicine), Employee and Family Assistance Program, mental health support, travel insurance, dental, vision, life insurance, disability insurance and accidental death and dismemberment coverage.

Work Life Balance: A wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.

Retirement Planning: A Defined Benefit Pension Plan and Group Savings Plans.

Learning and Development: Payment of professional association memberships, online learning opportunities including a LinkedIn Learning subscription and second language training.

Perks: Discounts through CF One Member Appreciation.

This is a hybrid position with an assigned work location allowing the employee to work partly from a corporate office and partly from a home office in accordance with the CFMWS Flexible Work Options Policy, and with approval from the direct manager.

02 June 2025

CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of Canadian society. If contacted in relation to a job opportunity or assessment, you should advise the recruitment team in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.