Service Delivery Manager

The Service Delivery Manager will actively support and facilitate the use of the Service Delivery Incident and Problem Management processes and procedures. The incumbent will liaison with all internal IT teams, vendors, business representatives and LOB management, coordinating the rapid recovery of incidents in a 24 by 7 environment. The incumbent will coordinate the communication of planned infrastructure outages as well as unplanned major infrastructure problems; ensuring affected users and management receive updates and resolution notifications.

The candidate will help facilitate the use of the ITIL framework and actively contribute to and participate in problem identification and severity assessment as well as the overall Incident and Problem resolution, including leading Root Cause Analysis Investigations.

As a dynamic, interpersonal, and energetic member of the Service Delivery Team, you contribute to the overall support and stability of BMO's IT organization through the effective and efficient execution of the Incident and Problem management processes. You will be a primary representative of the Incident and Problem Management Process within the IT organization.

As the primary IT escalation point for incidents detected by or reported, the role will ensure that the team successfully maintains timelines and corrective actions along with other aspects of the Incident and Problem Management process. You will also be tasked with providing management information and recommendations for service improvement.

Responsibilities

• Manage coordination of incidents and problems using Service NOW system.
• Manage communication process during major incidents
• Work with process owners to develop continuous improvement strategies
• Work closely with other BMO departments, users, clients, and vendors to ensure successful resolution of incidents and problems, and the achievement of customer satisfaction within organizational resources and values
• Implement change, fulfill project initiatives, manage tasks of both self as well as others and provide reporting as required
• Chair Weekly Outage Review Meeting
• Schedules, chairs, documents and publishes Technology Led PMIRs;
• Schedules, chairs, documents and publishes RCAs;
• Conducts any other Incident Reviews as required;
• Track action items arising from PMIRs and RCAs;
• Perform Incident trending for proactive problem management
• Documents, assigns and tracks root cause investigation via ITSM tool (Service NOW/Service Now) until closure
• Ensures Problem records data integrity complies with Governance requirements
• Ensure the relation of incidents to problems and follow up with owners of problem tickets to ensure resolution within appropriate timeframes

Job Qualifications:

• University degree in Computer Science, Information technology or other related discipline or relevant industry experience.
• 5+ years of experience in Program/Project Management and managing ITIL processes and frameworks
• Experience in one or more of the following: Angular, iOS, Java, JavaScript, Unix/Linux shell scripting, Windows Powershell scripting
• Experience with Unix/Linux operating systems internals and administration (e.g., filesystems, inodes, system calls, etc) or networking (e.g., TCP/IP, routing, network topologies and hardware, SDN, etc).
• Systematic problem-solving approach, coupled with effective communication skills and a sense of ownership and drive.
• ITIL Practitioner certification required (Service Operation)
• ITIL Expert certification an asset
• Proven experience with technical writing.
• Excellent requirements gathering.
• Working knowledge of Service NOW ITSM platform
• Strong background with incident and problem management, reporting, producing, and distributing metrics.
• Proficient with Microsoft suite of products. Possesses solid relationship management, communication, and coaching skills.
• Possesses advanced technical skills and can learn and apply new skills quickly
• Possesses advanced relationship management, communication, and coaching skills
• Possesses solid leadership skills
• Possesses solid facilitation and conflict management skills
• Demonstrates solid people management and negotiation skills
• Displays advanced decision making and analytical skills
• Possesses acceptance of ownership
• Demonstrates patience and understanding
• Possesses extensive investigation & diagnostic skills