Finance

Service Designer

Archived
Full Time

CIBC

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)
  • Responsible for service quality, availability, optimization, and commoditization.
  • Act as a single point of contact for service strategy, direction, introduction of new Infrastructure functionality, standards, and policies.
  • Develop and execute a technology-oriented roadmap of initiatives to improve the services
  • Develop a currency plan
  • Ensure coordination among key functions such as, Service Owners, Engineering, Architecture, and Solutioning
  • 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
  • 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
  • Service Design
  • Definition and design of service offerings to meet the needs of application teams or end users
  • Develop formal service descriptions that describe service functionality, service model and cost models
  • Vendor Management
  • Work with Vendors that supplying technology for the related service through:
    • Reviews of vendor roadmaps
    • SME input in the support of contract negotiations and renewals
    • Support model definition
    • Problem management of systemic issues
    • New service offering discussions
  • Policy and Standards Oversight
  • Manage the end user services standards and make recommendations to the Director for continued improvements
  • Ensure that CIBC policies and standards are followed for the services being managed. Typical policies / standards areas are:
    • Governance
    • Security
    • Technology Development Framework
    • Architecture / TAG
  • Financial Management
  • Manage, assist and establish financial aspects for services including total cost of ownership, licenses, maintenance and initiatives budgets
  • 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
  • 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: Working with cross-functional teams within a large organization and 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.
  • You have broad knowledge of Identity Services (Active Directory and Azure Active Directory, Sign-Sign On, Cloud, Security) and Remote Access Services (Citrix Applications, Citrix Virtual Desktops)
  • You have strong communication skills. You have well-developed interpersonal, presentation, verbal and written communication in order to convey factual and conceptual information.
  • You have well-developed organizational skills in order to plan, create strategies and respond to multiple priorities and projects. You have 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.  You can integrate services roadmaps and strategies into a broader vision.
  • You’re driven by collective success.  You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
  • Values matter to you. You bring your real self to work, and you live our values – trust, teamwork, and accountability.
Location
Toronto, ON, Canada
Type
Full Time
Industry
Finance
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