Service Designer

As a Service Designer, Identity & Remote Access Services, you will report to the Director of Identity & Remote Access Services, Employee Shared Services. The Service Designer works closely with the engineering and operations team members, provides management and leadership of Employee Shared Services that supports CIBC’s critical infrastructure. The goal of the Service Owner is to introduce new services and maintain existing ones that deliver excellence in the areas of Service Quality and Total Cost of Ownership.  The Service Designer is a professional responsible for ensuring the delivery of high quality, secure and cost-effective services that meet or exceed all customer expectations.  The Service Designer is a thought leader that leads and manages the planning, design, development, transformation and onboarding of new services, an SME on contract negotiations, vendor management, TAG (Technology Acquisition Guide) and Technology Standards.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you’ll succeed

• Relationship Management & Communication: Develop and manage strong relationships with CIBC senior management, peers and colleagues as well as external partners in a variety of roles/functions to efficiently and effectively work together to achieve strategic objectives.

• Life Cycle & Roadmap: Accountable for services from inception to decommissioning, following all key process (e.g., SIM). Act as a single point of contact for service strategy, direction, introduction of new Infrastructure functionality, standards, and policies. Ensure coordination among key functions such as, Service Owners, Engineering, Architecture, and Solutioning

• Strategy: Provide strategic direction and leadership aimed at the strengthening and maturing the services. Understand current and future business needs and incorporate these into a roadmaps and currency plans. Translate strategic direction into roadmap Initiatives
• Cross-Functional Relationships: Maintain regular contact with technology Service Designers, Managers, Lead Infrastructure Engineers, and senior management. Maintain effective working relationship with all Service Designers and Service Managers in ETS. Partner closely with Infrastructure teams: Architecture, Engineering, Operations, Information Security, Business Management and consumers of the service

Who you are

• You can demonstrate experience with: developing strategies for your business unit, including working with team members in the development and management of road maps, TCO, Service Descriptions while working a team that strives to provide highly available & secure services. Ideally, you have strong knowledge of infrastructure technologies and products and are familiar with cloud computing. You focus on innovation and keep abreast of trends and emerging technologies through your interactions with vendors and industry peers.
• It is an asset to have experience with Identity Services (Active Directory and Azure Active Directory, Sign-Sign On, Cloud, Security) and Remote Access Services (Citrix Applications, Citrix Virtual Desktops). Your ability to plan roadmaps and develop operational (short term), tactical (1 – 2 years) and strategic (3 – 5 years) plans in support of the business plan will be helpful.
• You have a degree/diploma in Computer Science, Business, and/or a related field.
• You’re inspired by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.
• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability.