Change & Incident Manager - Toronto, Canada - CDW

CDW

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

At CDW, we highly value the energy and commitment you bring to your job every day.

Our Change & Incident Manager role is an exceptional opportunity for a motivated, self-starter to grow and advance their career at an innovative, Fortune 200 leader.

The #1 name in Canada for IT solutions, we're driving meaningful technological change for companies in virtually every industry.

The Change & Incident Manager
will play a key role in our operational maturity as we grow our services portfolio.

We'll look to you to be accountable for the Change & Incident Management policy, process and reporting of related KPI's.

Our mission is to be the best and most collaborative, Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today.

Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous, and entrepreneurial environment.

What you'll do
***
Responsibilities:

Champion the Incident Management & Change Management processes across the Canadian Managed Services organization
Ensure Changes & Incidents are properly documented, and any opportunities to improve technical documentation are completed
Enhance process efficiency and effectiveness through identification of areas for improvement
Participate in operational audit reviews of our processes to support SOC2, PCI, ISO, and NIST programs as required
For Change Management:
Ensure change requests are sufficiently documented and authorized.
Own and lead required CAB Meetings
Champion the adoption of standard changes and work with the operational teams to reduce wait times by getting common change activities into the standard change framework.
Ensure the ownership of the ServiceNow tools process to support Change Management. Including awareness, data quality, automation, and improvement opportunities
For Incident Management:
In coordination with the Head of National Operations, act as point of contact for Major Incidents and escalate further as required. After hours availability may be required
Monitor Incidents to ensure that the Service Level Agreements are respected, and report on key performance indicators and report to key stakeholders
Manage persistent incidents for trend analysis and or management escalations
Coordinate and facilitate internal and external (as required) post incident reviews to ensure all recommendations are completed.
Ensure the closure of all incident records working with team leads where necessary to enhance resolution details
Provide a consistent level of leadership to the operations teams to allow them to focus on incident resolution and help determine any escalated actions as necessary

What you need to succeed

Must-have
***- Bachelor's Degree or College Diploma in business or computer science related field or equivalent experience

5+ years of experience as a Change and/or Incident Manager supporting a Managed Service organization
Experience developing and maintaining process and policy documentation
IT Infrastructure Library (ITIL) Certification at the Foundations or higher level
Ability to obtain and maintain Canadian Security clearance
Working knowledge of one or more formal project management methodologies
Demonstrated proficiency of written and verbal communication skills (including technical writing and presentations) with ability to communicate and collaborate effectively both internally and externally
Proven analytical, organizational, and decisionmaking skills with demonstrated negotiation skills and influencing positive outcomes
Eager to take on new tasks/responsibilities and passion for customer experience, operational excellence, and Continuous Improvement

Nice-to-have

Bilingual (English & Canadian French)
Industry certification such as ITIL (i.e., V3 or V4), or other related technical, process or governance related certifications
Knowledge and experience with current government and industry standards such as NIST CSF, ISO27001, PCI and other related standards
Experience managing processes within a shared services model
Knowledge of system integration and improvement potential of automations (via API or custom scripting)

Who we are

CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom.

Our fingerprints can be found on technology in workplaces of more than 250,000 companies:
from fresh-faced startups to international conglomerates.

With the breadth of products and services we offer, combined with the expertise of our specialists, there is no request too big or too small.

A unified team of challenge takers, diverse thinkers and problem solvers, we believe when you enjoy what you do and who you do it with, you do your best work.

And that means everyone wins.

**Awards and Re