Products / Services
Competition Number:
Competition Dates - From: 
Friday, December 06, 2013
Friday, December 20, 2013
Manager, IT Service Management
Moncton, NB
Employment Type:
Full-Time, Permanent
Competitive Compensation and Benefits Package

“To help improve the health and well-being of people and their communities.”

Recognized as one of Canada’s 10 Most Admired Corporate Cultures, Medavie Blue Cross understands each one of its 1,900 employees plays a key role in building a strong and successful organization. Throughout the six provinces in which we operate, we know our people make a difference in our customers’ lives each day.  We encourage our employees to be involved and to support activities that allow for personal and professional growth and development. As a not-for-profit organization, we also place a high priority on giving back to the communities in which we live.

If you are looking for an opportunity in a challenging, fast-paced and team-oriented work environment with a leading local organization, the career you’ve been looking for may be waiting for you at Medavie Blue Cross.

Role Summary:
The information services department understands the value and contribution to the overall success of Medavie Blue Cross.  To support the operational efficiencies and service excellence strategies, the Information Services department has incorporated IT Service Management and best practice principles into the overall IT Service Delivery model. The Manager of IT Service Management will provide strategic leadership and oversight to all IT Service Management disciplines and practices adopted across the IT organization.  Reporting to the CIO, the Manger of IT Service Management will lead IT Service Management team with various capabilities.   The team will be responsible for the establishment implantation, operation, monitoring and improvement of common service management practices across all Information Services.  Primary areas of focus include, but not limit to, the following processes with the appropriate design, implementation, maintenance and continual service improvement framework.
  • Incident Management
  • Problem Management
  • Configuration Management
  • Knowledge Management
  • Change Management
  • Release and Deployment Management
As a Manager, IT Service Management your key responsibilities will include:
  • Create and maintain a Service Management strategy as a capability of Medavie Blue Cross which aligns with the IT Strategy and supporting deliverables.
  • Plan, design and implement an IT Service Management tool to support overall processes, including the analysis, report and system administration and specific key performance indicators for managing service delivery.
  • Assess and lead the implementation of core processes based on overall need of the organization and priority as defined in the Service Management Strategy. 
  • Define and lead the implementation of a Continual Service Improvement model with valuable measurements to ensure processes provide the anticipated value to both internal and external customers.
  • Provide reporting and data intelligence to key stakeholders to assist in better business decisions.
  • Create a consistent, central point of contact for all IT services with mechanisms in place to ensure ownership and accountability where required.
  • Define new services, support models and transition plans in support of corporate initiatives.
As the ideal candidate, you possess the following qualifications:

Education: Bacehlors degree in Computer Science or Management of Information Systems or equivilant.

Work Experience:  Five (5) or more years in a leadership role within a Service Management based environment.
Experience with the development and implementation of core Service Management processes.

Other Qualifications: Two (2) or more Practitioner (or equivalent) level ITIL certifications. Strong verbal and written communication skills.  Knowledge and experience with implementing ITSM tools and enterprise-level desktop, infrastructure, and application technologies

Computer Skills
: Computer skills (Word, Excel, PowerPoint, Scepter, SQL, ES, etc.; Strong computer skills and experience working with the Microsoft Office Suite and Lotus Notes; Strong keyboarding skills and the ability to enter data with speed and precision.

Language Skills:  Bilingualism in French and English is considered an asset.

You also demonstrate the following core competencies:

Values & Ethics: Builds and promotes a respectful work environment with employees fostering a climate of transparency trust and respect.  Supports opportunities for learning and growth and encourages staff to live the values.

Engagement: Leverages skills and abilities to build a cohesive team to ensure consistency in front-line execution.  Follows through on commitments and establishes regular and comprehensive exchange of ideas constantly with passion and commitment.

People Management: Holds employees accountable for living the values and their performance and deals with ineffective performance.  Works to ensure that employees have the tools and job specific skill sets to do their jobs.

Strategic Thinking: Works to solve routine operational and people problems within the team. Seeks assistance from others to implement or develop solutions beyond routine concerns or process improvements that would impact their team.

Action Management: Manages quality and productivity of employee’s work. Follows through on the employee’s work plan from planning, implementing, monitoring to evaluating and reporting.

Financial Management
: Implements process improvements to achieve operating efficiencies and value for money. Manages the portion of the budget allocated to team building and employee engagement.

Customer Focus
: Dedicated to meeting the expectations and requirements of internal and eternal customers; establishes and maintains effective relationships.

Negotiating: Ability to negotiate skilfully in tough situations with both internal and external clients.

If you are interested in working with a team of professionals in a challenging role and you possess the necessary qualifications please follow the instructions for applying on-line via the Medavie Blue Cross Corporate web site by clicking on the link below.


Apply Now

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted. No phone calls please.

Citizenship - Useful Information

Please indicate in your application the reason you are entitled to work in Canada: Canadian citizenship, permanent resident status or work permit.

Reliability screening will be required.

Medavie Blue Cross is an equal opportunity employer.