Senior Manager, IT Service Management

For over 50 years, LifeLabs has been Canada's leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.

We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratory tests come through LifeLabs' laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.

We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians' lives every day.

Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada's Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.

Reports to: Vice President, Technology Infrastructure & CISO
Status: Full Time
Schedule: Monday-Friday
Additional Requirements: N/A
Number of Positions: 1
Start Date: ASAP
Internal Application Deadline: March 21, 2025

LifeLabs operates under a Hybrid workforce model. Further details will be provided during the interview stage.

This vacancy is for an existing position.

Purpose of the Role

The Senior Manager, IT Service Management is an essential member of the IT Technology Shared Services leadership team and will define, implement, and maintain the IT Service Management portfolio, processes and procedures across internal organization and external suppliers leveraging the Information Technology Infrastructure Library (ITIL) framework. The ideal candidate will oversee the full scope of IT Service Management (ITSM) delivery across IT and to the business. This person will be responsible for the deployment of IT Service Management and its related processes: Incident management, Request Fulfillment, Problem Management, Configuration Management, Change Management, and Knowledge Management.

This person will lead the IT Service Management vision, strategy, goals, and priorities to achieve best-in-class service delivery. This will include designing service management operations in lockstep with cloud architecture to ensure ITIL objectives continue to be met while progressively pursuing new, modern practices. This role will require a senior leader with broad working knowledge of infrastructure technologies (legacy and modern), operations, architecture, platform delivery, vendor management and partnerships, cloud technologies, hybrid cloud operating models, and Agile infrastructure. Since this function services the broader enterprise, this leader will also need to have a strong background in applications support and operations, particularly the ITSM tool set (BMC Helix). There will be a heightened focus towards process simplification/engineering, automation, self-service capabilities, and advancements in AI operations. This role is also expected to have a significant matrix management responsibility and will be required to manage incident, problem and change across stakeholder organizations (technology & business groups).

They will also follow up and report on the adherence to the ITSM processes in the department and work with IT leadership to ensure coherence. The Senior Manager will lead the design and implementation of projects, policies and processes aimed at improving IT services, systems, and operations. They will lead a small team on strategies for improved services, performance, and reliability.

Your responsibilities will include:

• Responsible for providing oversight and leadership of ITIL-based IT Service Management processes and policies for Incident, Problem, Change, and Asset management
• Develop and maintain documentation and training materials around ITSM policies, processes and standards within the knowledge bases and other collaboration portals
• Develop business cases to propose and implement additional ITSM processes and functions to further improve service - Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities)
• Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, ServiceNow ITSM Platform, etc.
• Partner with business stakeholders and transformation office leads to deliver initiatives on target and on budget
• Serve as a senior expert on service management to educate, enable, and promote awareness to the Technology organization, service providers and business partners
• Drive production stability, performance, and automation
• Evaluate new information systems products or services and suggest improvements to existing products or services
• Develop and oversee metrics and reporting capabilities
• Provide leadership to staff and cross-functional teams to ensure deliverables are met
• Develops strategic direction for ITIL based process improvement initiatives
• Support increased project and milestone delivery through repeatable and consistent execution of ITIL process
• Identify, analyze, and mitigate risk and issues across LifeLabs IT landscape
• Own and govern the BMC Helix ITSM development lifecycle
• People management duties, such as hiring, performance management, mentoring, running team meetings, timesheet approvals etc.
• Annual budgeting, ensuring budget tracking through projections and actuals
• Ensure continuity of the team through cross-training and succession planning
• Set goals and delivery results - set annual goals for team members using the SMART framework - identity action steps and timelines needed to reach objectives and communicate plans to staff including delegation of work - Track progress to ensure completion of work and set priorities, manage workload for self and staff
• Plan and facilitate effective meetings, implement changes and new systems or programs within the department
• Conduct performance reviews on a regular basis, deliver ongoing feedback and address performance issues - recognize training needs - collaborate with team members to create and implement development plans - embrace continuous learning and self-development

What you bring to the role:

• Expert knowledge of IT Service Management concepts
• 7+ years of experience with various technologies relevant to IT Service Management (BMC, Service Now)
• 7+ years of experience managing and leading teams of technical staff
• 5+ years of experience with BMC Helix ITSM (Remedy)
• Proven ability to effectively collaborate and engage with internal and external business partners at all levels on projects from conceptualization to execution, and plan for short and long-term goals
• High attention to details, motivation and commitment to quality and customer service
• 7+ years of experience coordinating cross-functional work teams toward task completion
• 5+ years of experience overseeing vendor partners with a proven track record of building, developing, and managing service delivery and support teams
• Bachelors degree in information technology, system administration, information systems management or a related discipline
• ITIL v4.0 or DevOps Certification an asset
• Proven ability to act with a sense of urgency and accountability while achieving quality results and identifying and resolving problems and issues in a context that requires assuming responsibility for decisions which have an impact on people, costs, and the delivery of services
• Understanding of all aspects of software development and implementation
• Proven ability to act as a thought leader in researching and presenting innovative ways to solve complex infrastructure related issues, including working with Managed Service Providers and other vendor partners with root cause analysis, SLA adherence and outcomes-based results
• Proven ability to work in an Agile environment

LifeLabs' compensation programs are commensurate based on the role, skill, effort, responsibility and working conditions, irrespective of gender, race, ethnicity, beliefs, age or any other personal characteristics. Pay programs are communicated regularly in an accessible and transparent manner.

LifeLabs is also proud to offer resources, opportunities, as well as a collaborative and supportive environment that enables our team members to thrive.

In addition to a competitive compensation package, LifeLabs provides a comprehensive total rewards program, specific to the job position. Your package may include:

• Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance.
• Retirement Savings Plan
• Vacation and Wellness Days
• Employee Wellness and Giving Programs: Our award winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members, including resources like the Employee & Family Assistance Program, financial planning tools, and employee recognition initiatives.
• Professional development and membership reimbursement, access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, Costco Membership, etc., and optional health-related benefits.

In accordance with LifeLabs' Accessibility Policy, and the applicable Accessibility Acts within the provinces we operate in, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email careers@lifelabs.com.

Vaccinations are highly encouraged at LifeLabs'. Vaccinations and/or immunization screening may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be vaccinated or undergo immunization screening.

Ready to empower healthier Canadians? Apply today!