Manager, ITSM & Delivery

MANAGER, ITSM & DELIVERYCalgary, AB (Hybrid In-Office)For over 60 years, H&R Block has prepared taxes for millions of Canadians annually. Headquartered in Calgary, Alberta, we serve taxpayers in more than 1,000+ offices, through our upload from home service, and online with our DIY tax software. Our dedicated team of Tax Experts use the latest in electronic processing and filing technology to prepare all types of returns, including personal, small business, corporate, farm, trucker, fishing, U.S., rental, and estate.Becoming an H&R Block Associate is an opportunity to grow with the strongest brand in the tax preparation industry. We are looking for people who want to provide help and inspire confidence in our clients and communities. We know that the ability to deliver outstanding client service starts with having the best talent on our team, and if you want to be part of our success story then we want to hear from you!The Opportunity:We are currently seeking a Manager, IT Service Management & Delivery for H&R Block Canada, reporting to the Director, IT Operations. The ideal candidate will have a mix of IT Service Management, IT Process Development, IT Transformation, IT Governance and Project Management work experience.As part of H&RB IT Service Management team, this position will provide systems management, support, administration, monitoring, upgrades, troubleshooting and maintenance for H&RB’s ITSM solution. It will be largely accountable for driving ITSM strategies and partly accountable for development of support and strategies.Additionally, this position promotes the adoption of ITIL processes, develops Knowledge Management System (KMS), develops dashboards & reports, tracks KPIs, drives end-user satisfaction and continuous improvement.This position is based in Calgary and offers a hybrid work schedule, with 3 days per week in-office.Key Areas of Responsibility:Lead change and championing adoption of ITSM modules and methodologies (Incident, Problem, Configuration, Change, Release, Asset, knowledge, Capacity, Availability, Continuity and Service Level Management) within H&RB.Own and manage Change Management practice, lead CAB, and establish best practices.Work with the business and service providers to define H&RB business & IT End-users focused metrics, SLAs and KPIs.Own, develop & maintain policies/frameworks around integration of all IT service support & delivery key modules - Incident, Problem, Configuration, Change, Release, Asset, knowledge, Capacity, Availability, Continuity and Service Level Management.Continually analyze H&RB operations and Infrastructure footprint, develop business focused IT processes that support efficient and effective delivery of IT Services.Responsible for the overall development, support and maintenance of IT service performance management process. Track trends / changes in global IT space and incorporate into H&RB IT Services models as appropriate.Create and maintain governance around creation, addition, updates and removal of contents on Self-Service / Service Catalog portal.Coordinate periodic evaluation of IT service support & delivery achievements on KPIs, SLAs and customer satisfaction.Establish SOPs for ITSM modules integration, conduct reviews of integration effectiveness, updating and communicating changes to align with other business processes and IT Infrastructure changes.Monitors and reports on improvement opportunities for IT support services. Identify, track, escalate, resolve and report end user problems.Engages stakeholders on reviews of effectiveness of Self-Service provisions, facilitating change where required.Maintain relevance and adequacy of KB articles, conducting reviews to guide against obsolescence and redundancy.Create and maintain content of performance dashboard, providing reports and analytics to meet business and stakeholders needs.Develop and communicate analysis of trends on incidents, problems and changes that will enable service owners and other IT support group leads proactively prevent re-occurrence of business and End-users system’s failure and/or outages.Collaborates with IT and Process Owners researching and analyzing business functions and system requirements for IT process workflow design, technical design documentation and conduct training for other IT groups.Develop roadmap and lead implementation of centralized Configuration Management Database (CMDB). This will include establishing and operationalizing the standards and processes for managing CIs lifecycle.Develop and manage IT Asset Management processes. Interface IT Asset Lifecycle management with the Configuration Management Database (CMDB) and Service Configuration Management processes.Collaborates with internal and external stakeholders to facilitate integration of ITSM solutions with relevant internal and external platforms.Key Qualifications:Bachelor’s Degree or equivalent related technical experience.ITIL Foundation Certificate.Project Management Professional (PMP) and Certified Business Analysis Professional (CBAP) are valuable assets.7+ years' experience with IT Service Management, including related ITIL concepts, technologies, best practices, standards and tools; proven governance and accountability management abilities.5+ years of experience with IT Process Design and Transformation.4+ years of experience with ServiceNow.5+ years IT Project management.Experience managing major incidents and Root Cause Analysis within a medium to large organization.Experience managing the change process, Facilitation of CAB and any ad hoc meeting as required.Experience creating and maintaining process documents is required.Strong management skills are a must, along with communication skills, both written and verbal.Demonstrated IT business acumen, IT transformation, and project management experience.Demonstrated ability to lead IT Service Delivery, planning, governance, management, and controllership in large complex organizations.Advanced understanding of company-used operating systems platforms, business principles, and command interface languages.Ability to effectively communicate technical plans, strategies and designs with all levels of the organization, both verbally and in writing, to successfully plan and control project activities and provide technical leadership.Excellent communication, decision-making, analytical, security, operational, and problem-solving skills. Excellent relationship and vendor management skills.Demonstrated negotiation and ‘first principles’ problem-solving skills.Demonstrated leadership qualities, with interpersonal and communication skills suited to a professional and thoughtful corporate environment.Strong analytical skills regarding technical and program management issues.Demonstrable project management and implementation skills.Articulate and creative, adept at delivering presentations to executive level audiences.Excellent leadership and people management skills.Excellent written and verbal communication skills.Excellent customer facing/customer service skills.Able to work under pressure and meet deadlines.Do you have a passion for IT Service Management, along with the skills and qualifications required for this GREAT opportunity?If so, we invite you to send your resume to [email protected], including the position title in the subject line.We encourage all interested individuals to apply. Successful candidates must have legal authorization to work in Canada on a full-time basis for any employer. Proof of legal authorization to work in Canada will be required as part of the recruitment process. Only those candidates selected for an interview will be contacted.H&R Block fosters a workplace in which individual differences are recognized, appreciated, and respected. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.