Service Management Manager

Closing Date: Dec. 15th, 2024

Position Status: Vacant

Teck is a leading Canadian resource company focused on responsibly providing the metals essential for global development and the energy transition while caring for the people, communities and land that we love. 

Teck's two regional business units, North America and Latin America, are responsible for Teck's assets through all phases of safe, sustainable development, operation and closure. The business units are supported by enterprise-wide functions that set strategic direction, establish standards and provide governance, as well as supporting the business through shared services, centres of excellence and business partnering. 

Reporting to the Manager, Technology Platforms and Service Management, the Manager, Service Management 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! 

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

• 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)

• Demonstrate organizational excellence in the application of ITSM services, procedures and tools

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

• Collaborate with individual service providers 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

• Manage service area budgets and forecast appropriately

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

• 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 Join Us?

At Teck, we offer more than just a job – we provide a pathway to personal and professional enrichment. With captivating projects set against stunning backdrops, a culture of inclusivity and collaboration, and boundless opportunities to learn and grow, joining us means embracing a fulfilling and dynamic career adventure. 

Teck fixed-term employees receive access to our comprehensive benefits package that promote physical, mental, financial, and emotional well-being. This includes but is not limited to:  

• Health Spending Account   

• Extended Health Care including Vision 

• Life Insurance  

• Paid Vacation, Sick Days and Holidays      

• Virtual Telemedicine and additional support for overall well-being 

• Employee and Family Assistance Program (EFAP)      

Salary Range: $132,000 - $163,000

The actual base salary offered is determined based on the successful candidate’s relevant experience, skills, and competencies and considers internal equity. 

About Teck