Service Designer

Job Description

What You’ll Be Doing

To ensure the delivery of high quality, secure and cost effective digital signage services that meet or exceed all customer expectations.  A thought leader that leads and manages the planning, design, development, transformation and onboarding of new digital signage 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

• Delivery of Services:
• Definition and design of service offerings to meet the needs of application teams or end users based on approved business requirements
• Develop formal service descriptions that describe service functionality, service model, support, incident, technology design, change, cost and charge back models
• Develop and maintain service offerings and Service Now forms
• Follow all enterprise processes for service introduction (Lead triage and Final Architecture/Threat Risk Assessment /C Change Initiative Risk Assessment on behalf of the service)
• Lead all business case proposals for services, with support from finance, service team managers, engineering and project management
• Develops measures and monitors ongoing effectiveness of digital signage services for all business lines
• Contributes to successful project completion by identifying risks and developing/recommending mitigation strategies
• Strategic Development & Execution:
• Accountable for the developing and maintaining roadmaps 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
• Provide strategic direction and leadership aimed at the strengthening and maturing the DIGITAL SIGNAGE Technologies
• Understand current and future business needs and ensure they are reflected in roadmaps and currency plans.
• Translate business goals into strategic service offering and new initiatives
• Ensure coordination and alignment of Service Team Managers, Lead Infrastructure Engineers, Engineering, Operation Architecture, and Solutioning as it relates to service introduction and improvements
• Ensure all new initiatives have signed off business requirements
• Lead POC / Pilots of new and emerging services
• Develops feasibility studies and proposals for senior management and executive decisions on large complex projects.
• Prudent Risk Management:
• Accountable to manage all TAG entries for services
• Accountable to Technology Standards owned by our department and SME on all other technology standards as they impact Digital Signage Services
• Consult and advice on emerging technologies and make recommendations to the service owner / director for continued improvements.
• Consult on technology standards review process
• Responsible for overall operations/engineering process improvement
• Ensure that CIBC policies and standards are followed for the Services being managed. Typical policies / standards areas are:  Governance, Security & Technology Development Framework
• Relationship Building
• 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.
• 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
• Financial Management
• Lead (with Finance) the development and updates to the Total cost of Ownership (TCO) for all published services, identifying inefficiencies and areas of potential savings, ensuring all TCO’s are tracked and updated annually.
• Responsible to identify cost savings of existing services

Who You Are

• You can demonstrate extensive experience with. Networking knowledge as it pertains to audio visual technologies including bandwidth calculations, and Quality of Service. Extensive experience with Digital Signage Technologies, particularly system on chip solutions, Samsung, LG, etc. Experience with CMS products such as Magic Info, Brightsign, Scala, etc. With Signage concepts such as, Signage design, LED panels, aspect ratios, canvas sizing and design, content creation, and video delivery. Solid knowledge of audio-visual concepts and technologies with a focus on digital signage. Knowledge of the design and construction process including reading architectural and technical drawings.
• Your influence makes an impact. You know that relationships and networks are essential to success and can impact decisions within and outside own organization.  The ability to integrate other Service roadmaps and strategies into a broader vision for Emerging Technologies. You can develop operational (short term), tactical (1 – 2 years) and strategic (3 – 5 years) planning in support of the business plan. You always look to find win-win scenarios.
• You embrace and champion change. You’ll continuously evolve your thinking and the way you work in order to deliver your best. You have knowledge of tools and techniques for effective use of a broad range of factors, assumptions, frameworks and perspectives when solving problems. You think outside of the box, develop engaging layouts that complement the physical space and support the content
• You understand that success is in the details. You notice things that others don’t. Your critical thinking skills help to inform your decision making, bring creative insights to solving CIBC’s complex problems. Knowledge of tools and techniques for effective use of a broad range of factors, assumptions, frameworks and perspectives when solving problems. You establish and build healthy working relations and partnerships with clients, vendors and peers. Knowledge of approaches, tools, and techniques for gaining the cooperation and support of others.
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do and have a curiosity to learn best practices and bring to CIBC to improve. Understand business requirements and translate them into a technology solution with the service provider.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability.

What CIBC offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a health benefits program, defined benefit pension plan, an employee share purchase plan and MomentMakers, our social, points-based recognition program.
• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.