Director of Service Request

Position: Director of Service Request Experience
Lead transformative initiatives as the Director of Service Request Experience at Canada Life. This pivotal role emphasizes service management, governance, and process improvement for a seamless request journey.

In this senior leadership position, you will oversee the strategy for service request management and catalogue governance at Canada Life. Your expertise in technology service management and operational excellence will be instrumental in enhancing the end-to-end request experience. You will engage with various teams to establish clear operating models and ensure alignment across services.

Key Responsibilities:

• Own and execute maturity roadmaps for service request management

• Define processes and resource planning for service request roles

• Establish standards, controls, and governance policies

• Train and enable service request owners and practitioners

• Report on performance metrics and business value outcomes

Requirements:

• 10+ years in technology service management or similar fields

• Strong understanding of service request and catalogue management

• Experience with Service Now or similar platforms

• Proven relationship management and influencing skills

• ITIL or process improvement certification is a plus

Drive innovation and efficiency in service request management at Canada Life.
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