of Supervisor/Team Lead, IT Service Management Office
Location
Pickering, ON | Canada
Job description
Location: Pickering, ON, CA, L1W 3J2
Req ID: 46016
Status: Temporary (24 months)
Working Conditions: Hybrid Work Environment (3 days in office)
Education Level: 4 years of University degree in appropriate subjects or by having the equivalent level of education
Location: Pickering, ON
Shifts(s): Days
Travel: 10%
Deadline to Apply: March 18, 2024
Electrify your career and help build a brighter tomorrow. Every generation has a challenge that defines them. At OPG, we are calling on all innovators, disruptors, thought leaders and change-makers. Join us to electrify life in one generation and build a sustainable future powered by our electricity, our ideas, and our people. Join OPG and make history
Whether you work in the skilled trades or are a business professional, a career at OPG is an opportunity to electrify your life on - and off - the job
ACCOMMODATIONS OPG is committed to fostering an inclusive, equitable, and accessible environment where all employees feel valued, respected, and supported. If you require accommodation during the application or interview process, please advise us as soon as possible so appropriate arrangements can be made
If you require information in a format that is accessible to you, please contact [email protected]
NEW CAMPUS: This position is moving to OPG Corporate Headquarters: In Summer 2025, OPG will officially welcome employees to our new Corporate Headquarters located at 1908 Colonel Sam Drive, Oshawa, Ontario. This new space will enable teamwork, collaboration and innovation that will help us to achieve our mission to electrify life in one generation . JOB OVERVIEW Ontario Power Generation (OPG) is looking for a dynamic, strategic, and results-driven professional to join our team in the role of
Supervisor/Team Lead, IT Service Management Office. Reporting to the Senior Manager, IT Services, this position is responsible to contribute to the goals of the CIO through section supervision, individual participation, information accumulation, analysis and problem-solving in regard to one or more of the following areas:
- Customer and Business Management - Manage and develop the relationship between the business and CIO. Work with the IT service providers to ensure customer satisfaction with purchased IT services and that they are consistent with approved Service Level Agreements (SLA). Act as a Single Point Of Contact (SPOC) for the business for identifying business requirements, assessing alternatives, and developing IT solutions within the Operating Level Agreements (OLA).
- Project Leadership and Support - Project management, project planning, schedule and cost analysis, monitor/cost collection and reporting, cost analysis and cost management support. Lead teams and manage complex information system projects, provide consulting, project management and facilitation services through all phases of system project life cycles. Develop systems strategies, plans, and provide consultation and support for the development and use of information assets, technology, and systems, and identify opportunities for cost savings. Provide consultation, planning and support services to business units and functions, in connection with information systems projects, to enable business process redesign and improvement and implementation of change programs.
- Strategy and Architecture - Command a thorough knowledge of all aspects of IT systems, applications, and data architecture. Lead current and future state architecture initiatives including establishing processes and procedures for architecture change management. Develop and provide extensive consultation on architecture based on the architectural framework established by the CIO Strategy and Architecture Group. Application Systems Support - Application and associated infrastructure design, development, and operational support including work program planning and system lifecycle planning.
- IT Support and Quality Supervision - General and site specific services which provide operational and user support for the infrastructure and applications utilized by various business units across OPG with a primary focus on the needs of the business. Administer and supervise the work of subordinates, being accountable for staff output and performance. Assign time targeted tasks, setting effective context, specifying quality, quantity, time to completion and resources. Monitor progress and quality, conduct reviews of staff progress, accountabilities, and output.
This is an exciting opportunity to work in an environment where you will contribute to OPG’s public outreach, engagement, and education efforts as part of the company’s commitment to growing its social license
KEY ACCOUNTABILITIES - Administer and supervise the work of subordinates, being accountable for staff output and performance. Assign time targeted tasks, setting effective context, specifying quality, quantity, time to completion and resources. Monitor progress and quality, conduct reviews of staff progress, accountabilities, and output. Prepare work programs including the plan, schedule, and budget for these programs. Ensure programs are implemented with due regard to schedule commitments and budget envelopes.
- Command a thorough knowledge of all aspects of IT systems, applications, and data architecture. Lead current and future state architecture initiatives including establishing processes and procedures for architecture change management. Develop and provide extensive consultation on architecture based on the architectural framework established by the CIO Strategy and Architecture Group. Contribute to the development of policies, strategies, standards and integrated plans for information systems and information technology.
- Develop policy, procedure and process documentation for all relevant IT processes using ITIL v4 standards.
- Deliver process training, manage, report, and communicate on the performance of ITSM processes.
- Partner with leaders across the organization and champion day to day operation, continuous improvement, and governance of the IT Service Management Lifecycle
- Own and ensure high level of performance of the Incident, Change, Problem Knowledge, and Request Management and Escalation processes.
- Manage major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review.
- Establish, gather, and report on operational metrics, accomplishments, and service level performance for regular leadership updates and meetings.
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Set, negotiate, and manage service delivery SLAs.
- Champion Service and Support in projects while ensuring service impact is minimized.
- Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
- Provides input to IT Service Management Office leadership as well as to peer direct reports responsible for other aspects of ITSM governance.
- Define, develop, and manage a comprehensive and integrated ITSM landscape, based on best-practice processes, disciplines, and related toolsets.
- Collaborate with business operations teams to ensure coordination of IT changes.
- Build and maintain relationships with IT leaders to develop a clear understanding of business needs; ensures cost-effective delivery of IT services and is able to pivot with changing business priorities.
- Maintain currency on new technologies and service management practices, and provides direction on what emerging IT operations technologies and methods should be introduced, integrated, and assimilated within Infrastructure and Operations
- Work toward a balance between growing the agility required to achieve digital business objectives and ensuring the core IT functions are reliable, stable, and efficient.
- Direct or perform the lead role in project teams to perform complex IT system impact analysis resulting from proposed changes (regulatory, sustaining or value enhancing), resolve complex IT system issues, oversee development of system solutions and/or coordinate integrated testing of OPG systems, processes, and procedures. Provide consulting, project management and facilitation services through all phases of systems project life cycles, including needs assessment, business case development, approval, implementation, and transition to operational status.
- Direct the development and integration of systems to implement required business processes. Work with staff in the various business units of OPG and with external resources to implement and integrate the required information technology solutions and processes in support of business requirements and business processes.
- Ensure a safe and healthy work environment for staff, and ensure all staff participates in appropriate safety training programs. Provide leadership through demonstration and response to the requirements to achieve targets with the required quality and quantity objectives. Carry out performance assessments of staff and assess their training needs. Address labour issues, application of union agreements and work to resolve conflicts. Coordinate and integrate the work of the unit toward achieving overall business unit goals.
- Implement best-practice benchmarking to assess program performance and identify improvement opportunities. Research and utilize best-practices frameworks for management of IT. Perform formal QA assessments, initiate reports, correct deficiencies and accept or reject actions necessary to correct deficiencies. Assess and liaise with external companies, both industry peers and benchmarking companies and associations, to optimize benchmarking results.
- Lead a team performing general and site specific services which provide operational and user support for the infrastructure and applications, some of which are mission critical, utilized by various business units across OPG where the primary focus is on the needs of the business aligned to OPG's IT Strategy, standards, and practices.
- Ensure customers/business users' needs are met as per the Operating Level Agreement (OLA) with external service providers. Review and revise the OLA to keep it current and effective. Provide functional advice and guidance of policies, standards, and processes to line businesses on the application of CIO Governance with respect to IT procurement and IT service delivery. Communicate to the business information and status regarding upcoming IT service provider's activities, events, plans, strategies, and projects including scheduled delivery dates and estimated timelines.
- Maintain a focus on continuous improvement, including knowledge of project management developments and practices, trends in IT technology and services, systems management disciplines, and related industry best-practices that could add value to the business.
- Manage and develop the relationship between business units and CIO through interaction with senior business management. Keep abreast of the latest business developments, priorities, plans, strategies, and business needs. Monitor, interpret, and recommend responses to potential business changes from both internal and external sources. Have insight into and appreciation of client needs, priorities, and goals. Identify potential improvements to existing systems and identify new information system requirements. To meet changing business objectives, develop strategies, identify opportunities, assess, develop, and recommend initiatives to enable cost savings, enhance value and/or provide information improvements across customer business units, the CIO and OPG.
- Monitor, report progress, resolve conflicts, and handle changing requirements and priorities. Act as liaison between business and the IT Service Delivery Organizations.
- Provide Information Management consulting, advice, recommendations, and assistance regarding all matters related to the management of information via computerized systems. This includes, but is not limited to the establishment, monitoring, control, support, and maintenance of: Architecture Plans; IT Management Methods and Processes; Standards; Data Quality Management; Information Security; Data/Systems Ownership; and Information Technology (IT) industry best practices.
- Recommend, develop, coordinate, and maintain quality management programs and procedures and quality control processes, and the IT management system infrastructure documentation consistent with business unit direction, corporate strategy, policy and programs and provide assurance that adequate management controls exist. Recommend continuous improvement opportunities.
- Stay current in terms of the knowledge of various technology platforms that support or could be used in support of the requirements of existing and new application solutions. Maintain a focus on continuous improvement, including knowledge of project management developments and practices, trends in IT technology and services, systems management disciplines, and related industry best-practices that could add value to the business.
- Work with internal and external service providers to ensure that appropriate levels of service are arranged and delivered. Work with service providers to keep IT Standards current and ensure they continue to meet OPG's business needs. Apply strategic thinking that ensures all controllable factors support the objectives of the organization.
- Other Duties as Required.
EDUCATION - 4 years of University degree in appropriate subjects or by having the equivalent level of education.
QUALIFICATIONS - Requires experience of over 10 years and up to and including 12 years is considered necessary to gain this experience.
- Minimum 5+ years of experience in deploying ServiceNow or other enterprise grade ITSM platform.
- Minimum 5+ years of experience in supervisory or people management functions
- Expert knowledge of enterprise grade Service Management platforms and their application to complex hybrid cloud and on-premises solutions
- Requires demonstrated experience in areas such as IT business process re-engineering, service delivery, and project management.
- Requires demonstrated experience particularly relevant to the assessment, analysis, and resolution of complex issues pertinent to the IT business framework.
- Requires an ability to manage and resource multiple projects to achieve strategic business requirements.
- Requires an ability to introduce leading edge methodologies and best practices to management and staff within the IT organization.
- Requires experience to be familiar with OPG's systems, procedures, practices, and forms relating to the compilation and reporting of various information types, and to be familiar with the structures, work methods and systems of reporting data within the CIO.
- Requires a demonstrated ability to effectively communicate both orally and in writing and to manage relationships, influence others and achieve commitments to support the business unit program.
- Requires demonstrated leadership, teamwork capability and interpersonal skills to relate well to management, peers, and subordinate staff.
- Requires demonstrated personal effectiveness and managerial and leadership competencies to manage a staff, establish priorities and adapt to changing conditions.
- Requires experience to identify emerging business issues and opportunities.
- Requires experience to perform supervisory responsibilities of the job and in providing direct management to assigned staff.
- Requires an extensive knowledge of all aspects of information technology and principles to provide consulting services, and to develop strategies and plans for managing information, information technology, and IT assets.
- Requires knowledge of computer science to gain an appreciation of design concepts related to hardware and software, in order to provide solutions to varying OPG requirements.
- Requires an extensive knowledge on Project Management methodologies, techniques, and processes and the principles of business methods, business processes, procedure development, organizational structure, and change management theories to ensure effective and efficient program implementation.
- Requires an ability to effectively communicate both orally and in writing and to manage relationships, influence others and achieve commitments to improve the information technology tools and processes within client business units and ensure business needs are met.
The successful candidate will exhibit uncompromising integrity and commitment to upholding corporate values, and the OPG Code of Business Conduct
What Makes a Career at OPG Different?As Ontario’s largest clean energy generator, we’re building, expanding, and innovating the equipment and technology that keeps Ontario powered with clean, reliable energy
At OPG, our values are our strengths. They are fundamental truths about our organization that don’t change:
Safety – it’s our business.
Integrity – always lead with integrity.
Excellence – never satisfied with good enough.
Inclusion – working together for powerful outcomes.
Innovation - creativity accelerates possibility
Here's why OPG might just be the ideal workplace for you: - Exceptional range of opportunities province-wide
- Long-term career growth and development opportunities
- Electricity is vital to the province and OPG’s clean electricity is helping decarbonize other sectors.
Our promise to you: - We care about the safety and the well-being of our employees. It is our utmost priority.
- A supportive work environment where you can be your best every day.
- Opportunities to stretch and develop.
- Offer different ways for you to give back to the communities where we operate.
- Partner with Indigenous communities and support local businesses.
- We support employment equity, diversity, and inclusion.
Are you ready to start a career that has the power to electrify life on and off the job? Apply now
APPLICATION PROCESS Please submit your application
online at by
11:59 PM E.S.T. March 18, 2023 . OPG thanks all those who apply; however, only candidates considered for an interview will be contacted
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