Program Manager, ITSM (contract)

Location: Vancouver, BC, Canada Employment Type: Contractor Workplace Type: Hybrid

About our Vancouver Office

Located in the heart of downtown Vancouver, between the Pacific Ocean and the Coast Mountains, Teck’s Corporate Office sits in one of Canada’s most culturally diverse cities.

Surrounded by world-renowned nature and globally inspired cuisine, the office brings together many of Teck’s corporate functions - all working toward Teck’s purpose of providing the essential resources the world relies on.

Role Overview

Reporting to the Manager, Technology Platforms and Service Management, the Program Manager, ITSM will be responsible for: championing standard methodologies and development of service management processes based on ITSM constructs, ensuring efficient and effective IT service delivery across the organization, aligning IT services with business goals, and continuous improvement.

This role involves leading service delivery teams, collaborating with partners, and using ITSM standard methodologies to improve service quality and customer happiness.

This exciting role is part of a dynamic team that leads all aspects of instrumental ITSM practices and offers the opportunity to build out a modern practice.

Don't miss out on this outstanding opportunity to be part of one of Canada's leading mining companies and join our team!

Key Responsibilities

- Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures

- Craft and implement ITSM strategy aligned with organizational goals and collaborate with senior leadership to align IT service delivery with business needs

- Coordinate the design, implementation, and management of ITSM processes, ensure IT services meet or exceed SLA’s and develop and maintain ITSM policies and documentation.

- Nurture relationships with key collaborators and act as a global ITSM point-of-contact

- Identify and mitigate IT service delivery risks, ensure compliance and maintain business continuity

- Establish comprehensive enterprise ITSM process metrics to ensure process health and effectiveness

- Ensure all service management processes are adaptable to changing business needs while ensuring alignment with regulatory requirements (e.g. SOX)

- Build and maintain a ServiceNow environment that supports customer self-service and automation of routine tasks (e.g. service requests, incidents, changes) and foster continuous improvement

- Advocate for and advise on the definition of services across TDS supporting the enterprise business customers in alignment with ITSM standard methodologies

- Mentor and support ServiceNow managed service provider on effective measurement and reporting of their delivered services, all while championing ITSM processes in compliance with standards

- Collaborate with managed service provider to develop, deploy and maintain an effective CMDB to support ITSM needs across TDS

- Clearly document and communicate ITSM support services to all TDS service providers

- Partner with Service Desk on delivering a consistent and comprehensive service catalogue for service requests, incidents and changes and report on its effectiveness

- Define and manage processes to ensure SLAs and supporting Operating Level Agreements (OLAs) are defined, measured and reported on by service providers

- Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with partners

- Provide tactical and strategic recommendations based on ITSM KPIs

- Manage service area budgets and forecast appropriately

- Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools

Qualifications

- Relevant university degree or equivalent experience crafting, planning, implementing, and supporting ITSM

- Minimum of 10 years of experience in IT Service Management, with at least 5 years in a leadership role. Experience in the mining or heavy industry sector is an asset

- Detailed knowledge and technical skills of ITIL framework with demonstrable experience with transformation and ongoing operations of Service Management processes

- Demonstrated experience is managing external service providers and ensuring delivery quality

- Proficiency in implementing strategies for successful organizational change and management (PROSCI ADKAR)

- Knowledge of ServiceNow platform, IT Service Management frameworks and other relevant ITSM tools

- Demonstrated experience in leading process improvement and organizational change initiatives

- Validated expertise and overall responsibility in customer service and contact centre services, performance and new generation capabilities

- Excellent presentation, time management, and collaborating skills

- Motivated, goal-oriented, persistent and a skilled negotiator with the ability to collaborate with various teams

- A self-starter with strong problem-solving skills and ability to think strategically

- Ability to speak in Spanish is valuable but not required

Why Teck

At Teck, your work matters—to the world, to our communities and to your future.

As a leading Canadian resource company, we focus on responsibly providing the metals essential for global development and the energy transition while caring for the people, communities and land that we love. We do this guided by our values that, together, form The Teck Way.

At Teck, you’ll find purpose-driven work, a culture of respect and inclusion, and the opportunity to grow your career while helping build a better world.

Apply with us

Take the next step in your career by applying for the Program Manager, ITSM (contract) role.

We review applications on a rolling basis and encourage you to apply, even if your background doesn’t match every requirement.

We value diversity and are committed to an inclusive, barrier-free hiring process. Reasonable accommodations are available upon request.

Requisition ID: 53538 | Job Category: Technology | Employment Type: Contractor | Location: Vancouver | Workplace Type: #LI - Hybrid