I&IT ITSM Process Lead
Would you like to be part of an organization that is focused on sustaining and improving the Public Safety Radio Network services that our province relies on to protect our communities and keep Ontarians safe during emergencies? Are you an innovative and collaborative leader that identifies opportunities for continuous improvement and building strong relationships and partnerships to meet program goals and objectives? Do Public Safety Radio Network operations and oversight, procurement and contract management, customer service, and project management interest you? If so, consider this opportunity within the Ministry of the Solicitor General.
The Government of Ontario is taking immediate action to replace the province's aging Public Safety Radio Network, which more than 38,000 first responders across the province rely on. This mission-critical network provides mobile radio communications, which is a communication lifeline in emergency situations for ambulance, paramedic, and hospital services, the Ontario Provincial Police, correctional services, natural resources, transportation, revenue enforcement, environment enforcement and parks when responding to the needs of the public. The network covers approximately 750,000 square kilometres, making it the largest public safety radio network in North America.
The Government Mobile Communications Branch (GMCB) is looking for a talented I&IT ITSM Process Lead to work amongst a diverse team of Ontario Public Service (OPS) professionals on this high-profile, complex, challenging, enterprise-wide, public safety transition project. In this position, you will lead projects and teams related to the planning and implementation of the new network across the Province.
If you have proven experience working on large-scale, complex projects and project teams like this or multiple concurrent IT projects, and want to be part of the dedicated team revitalizing the critical lifeline of emergency response in Ontario, we want you!
Please note: The successful candidate will have the option of working from the following office locations:
• 21 College Street, Toronto
• 200 First Avenue, North Bay
OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.
What can I expect to do in this role?
As an I&IT ITSM Process Lead, you will:
• Provide ITSM expertise and leadership for the development of service planning, policy, and procedure
• Execute and coordinate ITSM process activities in order to establish a standard methodology/practice that will optimize Service Support and Delivery performance
• Provide technical guidance to stakeholders
• Ensure documentation for I&IT best process procedures and protocols are drafted and recommend related policies for management approvals
• Assess process operations and collaborate with management and senior management on various process improvement opportunities
• Provide representation on local, provincial, and international specialist or professional bodies
• Provide advice and process expertise to project management teams, external vendors, senior management, and executive level committees
• Coordinate and facilitate the development and delivery of Service Management training strategies
• Monitor compliance with agreements, and ensure the timely identification and resolution of problems and issues
• Participate as a process specialist on best practice committees, council, and boards
• Develop specifications for the tendering process participating in selecting and negotiating with vendors
How do I qualify?
Technical Knowledge and Skills
- You have knowledge of systems analysis, design, development, configuration, testing, release, and installation principles and practices, methods, techniques and tools for ITSM
- You have knowledge and experience with enterprise ITSM/ITIL principles, protocols, processes, and standards, IT Service Management (ITSM), including techniques, trends, and resources management to identify technical and human change management needs and plan, manage, and evaluate technical change management initiatives, and provide user support required by IT change
- You have knowledge and experience with ITIL body of language, best practice, service and process planning and implementation to ensure client service outcomes and cluster commitments are achieved
- You understand the ITSM operational environment and user/clients' need to define technical scope of work for very diverse and broad in scope technical release projects
Business Knowledge
- You have knowledge of technology management, network infrastructure, and emerging technologies in such areas as telecommunications, office automation, internet and intranet, productivity tools, and information management systems
- You have knowledge of outsourcing, contract management, RFP, and tendering process to ensure compliance with corporate standards and client needs
Project Management Skills
- You can research, plan, lead, and evaluate very diverse and broad in scope release projects
- You are able to coordinate project planning and management of projects in all technical areas
- You have excellent project management techniques and methodologies to lead concurrent projects
- You have strong planning, priority setting, and co-ordination skills to plan, co-ordinate, and direct activities
Communication and Interpersonal Skills
- You can manage stakeholder relations, provide written/verbal instructions, and advice to clients on options, solutions and courses of action
- You can prepare reports, make presentations, and provide recommendations to senior management and clients
- You can negotiate contracts with external vendors, manage arrangements with clients and external service suppliers
- You can manage complex linkages and interfaces among multiple parties
- You can explain risks and benefits, convince decision-makers of the advantages of specific courses of action or solutions, and manage client expectations
Additional Information
Address:
1 English Temporary, duration up to 18 months, 21 College St, 3rd Flr, Toronto, Toronto Region or 200 First Ave W, North Bay, North Region, Criminal Record and Judicial Matters Check, Driver's License History, Local Police Databases Search
In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
Please apply online by Wednesday, October 9, 2024. Please follow the instructions to submit your application. Faxes are not being accepted at this time.
If you require accommodation in order to participate in the recruitment process, please contact us at www.gojobs.gov.on.ca/ContactUs.aspx to provide your contact information. Recruitment Services staff will contact you within 48 hours. Only those applicants selected for an interview will be contacted.
The Ontario Public Service is an inclusive employer. Accommodation will be provided in accordance with Ontario’s Human Rights Code.