All Manitoba Liquor & Lotteries employees may apply. Manitoba Liquor and Lotteries is committed to Diversity, Equity and Inclusion. We strive to hire a workforce that reflects the community we serve. Employment equity will be considered therefore applicants who identify as women, Indigenous people, members of racialized groups, and persons with a disability are encouraged to apply.

If you require an accommodation at any time during the recruitment process, please let us know how we can meet your needs.

Job Purpose

Reporting to the Director, Information Technology, the ITSM Practice Lead will focus on creating, monitoring and maturing MBLL’s IT Service Management framework within Information Technology Services (ITS), offering best practices and guiding principles to align IT services with business goals and value creation. This position is responsible for defining the service strategy, policies and tools to enable operations and foster a culture of continuous improvement. This position will provide centralized ITSM support and act as a subject expert. The ITSM Practice Lead will provide proven experience to guide teams through end-to-end delivery of IT services.

Job Responsibilities

• Design and develop Service Management Framework, tools and templates, collating requirements from service owners for new functionality, fulfilling requirements in line with industry best practice.

• Define the ITSM strategy, vision, policies, and standards including chair cross functional processes.

• Create and maintain ITSM strategy, vision policies, processes, and standards that enable cross functional service delivery across the lifecycle, providing governance and assurance against a set of proven practices.

• Analyze and assess current and future data needs to create automated, real-time dashboards based on defined service measures, metrics and key performance indicators (KPIs) for leadership and support teams.

• Map existing services and define future capabilities to develop a roadmap for MBLL based on its service strategy including forecasting demand and financial impacts across services.

• Ensure effective governance is in place for all practices.

• Develop and maintain service catalogue for MBLL IT Services which includes develop, build, test, deploy and update items and workflows.

• Ensures ITSM services meet predefined service level agreements (SLAs) and key performance indicators (KPIs) through measuring and reporting on project performance to the Director assist in determining the effectiveness and efficiency of delivery of services to internal and external interested parties.

• Manage the capture, maintenance, accessibility and relevance of technical documentation, service delivery knowledge, processes and policies. Work with Service Desk and support staff to create and populate MBLL’s Knowledge Management database.

• Assigns, provides oversight and identifies cross department incidents.

• Provide subject matter expertise and define tools, templates and processes to track and manage change, configuration, and release management.

• Oversee the validation and evaluation of configuration management database (CMDB) ensuring adherence to policies, data quality and completeness.

• Oversight and maintenance of Enterprise Service Management Tool (ESM) to support operational planning balancing demand with resources, assisting in the prioritizing and scheduling of enhancements and fixes.

• Provide knowledge, content, and train teams and individuals on the use of IT Service Management processes.

• Lead the continuous improvement of ITSM processes and services, ensuring they meet evolving business needs and industry standards including developing models that provide the mechanism to clearly explain how ITIL strategy, process, business structure and resources can be utilized.

• Perform objective analysis on the organizational challenges and related service management opportunities with the goal of maximizing existing resources and streamlining business operation processes.

• Align ITSM maturity improvements with business value and achieve consistency by balancing updates across the six maturity pillars to achieve consistent levels of improvement.

• Set stretch KPI targets (increased first contact resolution, reduced priority one incidents or change success rate), and conduct regular governance meetings to track KPI trends and SLA performance.

• Improve ITSM maturity by continually assessing performance and partners perceptions.

• Research and recommend products or techniques to improve future productivity and effectiveness.

• Collaborate with leaders and staff in the development of recommendations to improve processes and achieve efficiencies related to ITS project delivery.

• Research current and emerging treads to assess and adopt practices to improve service barriers and customer service.

• Provide strong leadership to improve the delivery and quality of service.

• Encourage others to incorporate continuous improvement as a way of approaching work.

• Leads ITS’ role in cross functional service practices across division (Security incidents and vulnerabilities) as well as non-IT functions (HR (hire/transfer/termination), Facilities (workplace/asset services), Finance/Procurement (service costing), Legal/Audit (change/access/compliance) to define end-to-end service flows, compliance and risk controls.

• Define communication requirements and interdependencies to develop ITS related messaging to impacted divisions and users such as new processes, new features being released, upcoming outages and planned maintenance, etc.

• Communicate and present ITSM progress reporting, conflicts and resolutions to coach and train leaders and staff on methods to improve service management within their departments.

• Establish and maintain positive working relationships with all internal and external interested parties. Communications may be sensitive in nature and will require confidentiality, discretion, and political acumen.

• Ensure all ITSM policies, compliance, regulations, policies, and procedures are understood and adhered to.

• Maintain a professional public image through the appropriate management of customer service and customer relations.

• Act as contract owner for assigned contracts.

• Establish and implement communication processes with Technology Vendor Management Office (VMO) to ensure licenses are available, awareness of any software issues, performance and/or escalations are tracked and reported.

• Provide information and data based on key metrics and vendor performance evaluation criteria.

• Other related duties as assigned.

Primary Qualifications

• Completion of a recognized degree or diploma program in computer science, information systems, or an equivalent combination of education, certification and experience.
• ITIL Practice Manager certification is required. ITIL Foundation or higher ITIL certifications preferred.
• 10+ years of experience working within ITSM practice areas or IT service delivery management including applying and introducing ITSM framework (ITIL) and applicable ITSM tools across multiple IT departments.
• Experience with enterprise service management platforms specifically with implementation and maximizing technology investment.
• Demonstrated work experience including a view to efficiency, strong leadership and organizational skills, adoption of best practices, strong initiative and ability as a self-starter with a focus on continuous service improvement to drive the business forward.
• Strong communication and interpersonal skills.
• Proven experience in facilitating discovery sessions to create processes, documentation, training materials and to host training sessions.
• Understands emerging trends and champions industry ITSM best practices to the team for the benefit of the enterprise.
• Proficiency in Microsoft 365 (Word, Excel, PowerPoint, Outlook, OneDrive, and Teams).
• Business acumen with strong strategic vision, tactical planning, and organizational understanding.
• The core competencies for this position include achieving quality results, adaptability/managing change, communication, customer service, decision making and problem solving, integrity and building trust, teamwork and cooperation and valuing diversity. These competencies are deemed important for the success of the position and organization.

Secondary Qualifications

• Experience with ITSM Transformation / implementation projects.

• Experience in, or knowledge of, gaming, retail or distribution industries is an asset.

• Expertise in Liquor, Gaming and Cannabis Authority of Manitoba (LGCA) legislation and technical standards or other regulated industry is considered an asset.

*** Testing may form part of the screening/selection process. Employment Equity will be a factor in the recruitment process. Circumstances may arise where the bulletin may need to be withdrawn or the number of positions may need to be increased.

We thank all interested applicants, however, only those selected for interviews will be contacted.

A Great Place to Work! Enjoy fantastic benefits with our Total Rewards package

Work/Life Balance and Wellness

• Discretionary Time: Up to 10 paid discretionary leave days per year, depending on bargaining unit. Employees can carry forward discretionary leave days each year for a total of up to 50 days.
• Hybrid Work Model for Eligible Positions: Remote/Office work for eligible positions.
• Flex Time: Flexible shifts and work hours for eligible positions.
• Maternity and Parental Leave: Top-up of E.I. maternity leave benefits to 93% of employee’s basic earnings for 17 weeks.
• Fitness Allowance Reimbursement, depending on bargaining unit: Up to $250 per year that can be used to cover gym memberships, fitness equipment, and more.
• Computer Purchase /Fitness Purchase Program: Interest free loans for employees purchasing computer equipment to increase computer literacy, learning, and professional growth, or to purchase fitness equipment for personal health and wellness.
• Diversity and Inclusion: Our Diversity, Equity and Inclusion Committee is made up of employees from across the organization who are passionate about bringing diversity and inclusion to life.
• The Together Project: At Liquor & Lotteries, Caring is part of our corporate culture - we care for each other, our partners, and our community The Together Project represents the charitable efforts of the corporation and its employees working together to enrich the lives of Manitobans. Employee charitable activities are eligible for reward benefits.

Vacation

• Accrue up to 10 paid vacation days per year during the first 2 years of employment.
• Accrue 15 paid vacation days per year after 3 years of employment.
• Accrue 20 paid vacation days per year after 5 years of employment.
• Accrue 25 paid vacation days per year after 9 years of employment.
• Accrue 30 paid vacation days per year after 19 years of employment.

Retirement Savings Plan

• Defined Benefit Pension Plan: Guaranteed lifelong monthly payment at retirement provides great security for employee’s long-term strategy.
• Voluntary Group Registered Retirement Savings Plan

Health Insurance and Benefits

• Customize your Plan: Choose from a variety of options to best fit your needs. Includes coverage for prescription drugs, vision, dental, ambulance, extended health options and more for you and your eligible dependents. Health Spending Account: Depending on the option you choose, you may receive up to $1,750 towards eligible medical or dental expenses.

Flex Credit: Depending on the bargaining unit and status, you may be provided with a Flex Credit amount to purchase some or all of Group Life Insurance, Accidental Death and Disablement Insurance & Dependent Life Insurance.

World-wide Travel Health Benefits

Employee & Family Assistance Program (EFAP): Free professional wellness support for employees and their immediate family member

Training and Development

• Educational Assistance: Tuition reimbursement for eligible employees.
• Training: Variety of courses and programs to support skill and professional development.
• Career progression: Internal job posting system that provides opportunities for a variety of career paths.
• Apprenticeship and skilled trade training: Programs offered in partnership with educational institutions such as RRC Polytech, the University of Winnipeg, and the University of Manitoba.

Discounts and Rewards

• Employee Rewards & Recognition Program: Points-based program recognizing employees for earned and nominated achievements such as long-service, going above and beyond, and community volunteer work.
• Discounts: Employees receive exclusive discounts from a variety of retailers, entertainment venues, and service providers.