Manager, IT Process

Truthfulness | Fairness | Value | Loyalty

At Western Financial Group, we take pride in being one of Canada's largest insurance brokers. Our strength lies in our incredible team of over 2,200 dedicated professionals, spread across 180+ locations nationwide. Together, we create a supportive and collaborative environment that has earned us the recognition of one of Forbes Canada’s Best Employers.

Discover a workplace where your well-being is a priority, and your contributions make a real difference. With competitive benefits, a strong community focus, and a commitment to work-life balance, Western is not just a place to work, it's a place to thrive!

Join our team and experience the Western difference – where caring for our customers, communities and team members is our passion!

IT Process Manager

Here Is What a Typical Day Looks Like

• Establishing effective alignment of capabilities and resources of services using ITIL methodologies
• Developing roadmaps for TS process design and implementation of TS process governance
• Creating and implementing core IT processes to ensure consistent and efficient delivery of IT Services across the organization
• Elevating and formalizing existing technology processes to ensure optimal framework, mitigation of risk, and efficient delivery of services.
• Providing mentorship and training for TS staff on various areas of process implementation and understanding
• Building and training TS team to ensure coverage and sustainability for operational tasks.
• Presenting reporting analytics and providing statistics on ticketing management SLAs.
• Leading and Coordinating the TS Change Manager for Change Advisory Board (CAB) meeting with a focus on inputs, outputs, scheduling and facilitation
• Strategically Identify and implement changes to technology processes to ensure optimization and efficiency
• Developing and improving TS required documentation, such as process flow diagrams, roles and responsibilities, compliance assessment, etc.
• Leading the TS Critical Incident Process and being able to pivot and perform roles such as the Incident Manager or Communications Manager
• Managing and coordinating TS Problem Management Cycle in the ITSM system.
• Leading the Investigating and implementation of automation opportunities to enhance manual processes.
  
  

The value you bring

• Proven experience implementing and managing IT process
• ITIL Foundations Certification required
• Other ITIL certifications are an asset.
• Proven experience in designing, implementing, and improving ITIL-based processes.
• Experience leading Change, Incident, and Problem Management processes.
• Demonstrated ability to analyze trends and identify problems proactively.
• Background in mentoring and training technical teams on process frameworks.
• Experience with process documentation, compliance assessments, and audit reporting.
• Familiarity with automation tools and identifying opportunities for process optimization.
• Knowledge of Fresh work or Service Now ITSM products
  
  

Hours: Full-time 37.5/ hour

Location: Remote in Canada

Compensation Range: $95,000 - $130,000

Requisition: 81932

At Western, we prioritize the well-being of our employees and are committed to fostering an inclusive environment that values diversity within our communities. We strive to create a workplace that is accessible, equitable, and supportive, ensuring that all team members feel valued and can thrive in their roles. As an equal opportunity employer, we welcome applicants from all backgrounds, and we encourage individuals to apply even if their experience does not fully meet all the criteria listed.

If you need assistance or have questions about requesting reasonable accommodation, please feel free to reach out to us at any time during the hiring process by contacting our Talent Acquisition team at [email protected] or reviewing Careers Page on our website.

We value our employees and offer programs that enhance their lives. Eligible employees receive 3 weeks' vacation, 14 wellness days, company matching investment and savings programs, and 100% employer-paid group benefits.

For over 20 years, community support has been integral to our culture through the Western Financial Group Communities Foundation.