Service Designer

What You’ll Be Doing

You will be joining the Managed Desktop Banking Centre & Contact Centre.  As Service Designer, you will ensure the delivery of high quality, secure and cost effective services for Banking Centre & Contact Centre eco-systems.  You will be a thought leader that leads and manages the planning, design, development, transformation and onboarding of new services.

How You’ll Succeed

• ROADMAP – Accountable for the developing and maintaining roadmap for all services (min. annual updates). Act as a single point of contact and thought leader for service strategy, direction, introduction of new infrastructure functionality, standards, and policies. Consult with industry experts (e.g. Gartner) on emerging trends and best practices
• LIFE CYCLE PLANNING- Provide strategic direction and leadership aimed at the strengthening and maturing the end user remote access technologies. Translate business goals into strategic service offering and new initiatives. Develops feasibility studies and proposals for senior management and executive decisions on large complex projects.
• SERVICE INTRODUCTION- Definition and design of service offerings to meet the needs of application teams or end users based on approved business requirements. Develop and maintain service offerings and Service Now forms. Contributes to successful project completion by identifying risks and developing/recommending mitigation strategies.
• SERVICE AND VENDOR  MANAGEMENT- Support the Service Team Manager in ongoing management of existing vendor managed solutions.  This includes acting as a SME on service design, contract, SLA/SLO’s and incident root cause analysis and corrective actions. Ensure Vendors present annual updates to their roadmaps for existing services
• GOVERNANACE, POLICY AND STANDARDS OVERSIGHT- Accountable to manage all TAG entries for services. Responsible for overall operations/engineering process improvements. Ensure CIBC policies and standards are followed for the services being managed

Who You Are

• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.
• You have strong knowledge of  processes, tools, techniques and practices for assuring consistency to standards associated ITIL Practices.
• You have a degree/diploma in Business/Technology or 5 years related experience; It’s an asset if you have a background in IT service management.
• You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
• You act like an owner. You thrive when you’re empowered to take the lead, go above and beyond, and deliver results.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability