Director, Service Management Office

About Compugen

Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.

The Director, Service Management Office (SMO) is a key leadership role accountable for the operational oversight, overall vision, and roadmap for Compugen’s Service Management Office. Leading a dynamic team of IT professionals, the Service Management Office drives best practice, shared services optimization, ITSM service management standards and processes, principles and functions that enable Compugen’s transformation into an optimized service and with quality and client experience driving our organization. **

How you’ll make a huge impact here - and in your career:**

Responsibilities:

Strategic Leadership

• Guide optimization, best practices, and cross functional processes across foundation services at Compugen
• Guide the Services Leadership team on optimized ISTM practices and quality processes.
• Collaborate with other leaders across Compugen to develop and implement comprehensive key performance and risk indicators along with related reporting.
• Contribute to the Service Leadership Team in service portfolio automation and integrated service reporting.
• Work with service owners in identifying cross functional service needs.

Automation and Efficiencies

• Drive service automation through data and insight.
• Look for opportunities to remove friction, simplify and automate end to end service processes.
• Automate internal and customer service reporting.
• Drive cross functional automation and efficiencies to improve service experience and financial performance across ITSM functions.

Operational Leadership and Metrics

• Provide guidance and oversee management of key IT Infrastructure Library (ITIL) processes with full engagement of Service and Process Owners such as incident management, change management, request fulfillment, event management, problem management, and configuration management.
• Work closely with Service and business owners to integrate service management practices into the delivery of IT services with the objective of delivering reliable, repeatable IT services, and service levels.
• Lead continual process improvement through regular analysis of metrics and process improvement analysis.
• Stay connected to the broader community; in collaboration and regular engagement with stakeholders, develop, manage, and refine the IT metrics program, developing key reports, key performance indicators (KPIs), and metrics packages for Compugen leadership.
• Identify metrics and implement reporting that will help the business measure customer satisfaction, establish service value, propose new service opportunities, and strengthen the cycle of continuous improvement.
• Lead a cross functional agile reporting team for reporting, dashboard, BI, and KPI needs across the business

ITSM Platform Business Ownership

• Work with Service Owners to understand the current and future demands to inform the ITSM Platform developing team.
• Provides the vision and oversight for Compugen’s ITSM platform, including development of roadmap, specification of requirements, business process workflow mapping, systems integration, and ongoing management, as well as modifications and enhancement.
• Ensure end-to-end understanding of disparate business processes and systems, including linkages between business applications
• Identify gaps in current business process automation and drive automation and workflow improvements.

Talent Development

• Guide a diverse team of professionals in the areas of service operations, business analysis, transition, and knowledge as well as service metrics and reporting.
• Champion an environment that attracts the best talent, drive performance, engagement, retention and make succession plans. Cultivate employee strengths, interests, and passions to build greater value for Compugen.
• Inspire team members to attain their personal and career goals and reach their potential by creating opportunities to advance their skills and careers while accomplishing Compugen’s overall goals and objectives.
• Partner with functional managers to ensure departmental stakeholders are trained in ITSM concepts and practices, and that service and process owners are equipped to excel in their roles and responsibilities.

Skills and qualifications, you’ll bring:

Required Skills & Experience:

• Experience leading an innovative and continuous improvement team
• Demonstrated ability to make recommendations to senior management and influence business decisions based on thorough analysis.
• Proven leadership expertise including a broad understanding of management techniques, tools, and IT service provider delivery

Experienced in program management and financial stewardship in a complex, decentralized environment. Experience managing and evolving ITSM enterprise-wide platform, including managing vendor relationships.

• Advanced analytical and problem-solving skills.
• Experience in defining and implementing Service Quality Strategy
• Proven success leveraging data and analytics to drive continuous improvement process and for effective decision-making.
• Demonstrated experience building strong relationships with customers and internal leaders and the ability to influence business decisions based on thorough analysis.
• Management and Leadership skills with ability to influence others through teamwork, troubleshooting/problem-solving, and multi-tasking skills.
• Exceptional interpersonal skills, with an emphasis on relationship management and team building. Create and foster relationships with key individuals including IT leaders, business leaders, practice managers, program sponsors and external stakeholders
• Strong communication (written and oral) skills and oriented toward business development and relationship management.

Qualifications:

• Degree in Information Technology, Computer Science or related technical degree or equivalent experience
• 5+ years’ experience working in a shared service or managed service organization
• 10+ years’ experience as a program manager or service manager, serving an IT organization or technology company
• 10+ years of experience relevant IT Leadership role
• Advanced ITIL certifications

What you’ll love about us:

Every day, over 1500 dedicated employees across Canada focus on providing exceptional customer service and support experiences to private and public sector organizations. Since 1981, the Compugen team has developed a strong reputation with market-leading vendors and customers, for creating, implementing and supporting innovative IT solutions that delight thousands of customers.

We value and celebrate the diversity of our team and welcome applications from racially visible persons, Indigenous peoples and persons of the LGBTQ+ community.

Most importantly, we love to work hard, and we love to have fun. We’re in it to win it. **

Equity Statement**

Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs