Business Process Manager

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At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 550 team members, making us one of the largest technology solutions providers in Canada, recognized for our ability to deliver and innovate to meet the changing needs of our clients.

Position Overview:

The Operational Excellence (OE) Team aims to improve organizational efficiencies and ways of working. It comprises three teams:
Data Enablement, Process Evolution, and Project Management, whose combined expertise creates organizational value. This role will lead the Process Evolution Team.

Your main focus will be to enhance the Business Process Management (BPM) practice by executing the Director’s strategy, overseeing continuous improvement initiatives, supporting team development, and leading Process Management and Knowledge Management initiatives aligned with our mission. Success will be measured by process efficiency improvements.

Candidates should ideally be based in Western Canada and near an office to support a hybrid work model (40% in-office, 60% remote). Applicants across Canada will be considered; in-person presence is expected twice a week for stakeholder meetings, site visits, and activities requiring face-to-face contact.

We seek someone energized by BPM, with strong communication skills, the ability to build trust quickly, and a hands-on approach to engaging with stakeholders for cross-functional collaboration.

Key Responsibilities:

Elevate the BPM Practice (75%):

• Manage process architecture for relevance and perform process maturity assessments ensuring compliance.
• Monitor and audit core business process performance; establish KPIs and collaborate with Data Analytics to update reports.
• Qualify and select continuous improvement projects to maximize ROI; write project charters and business cases for approval.
• Lead workshops for requirements gathering, process assessments, and problem-solving; enhance workshop methods for better engagement.
• Foster cross-departmental collaboration to optimize processes and operational efficiency.
• Manage the enterprise process repository, ensuring documentation standards and timely review cycles.
• Maintain and update the process toolbox with relevant templates and tools.
• Support the process network community of process champions.
• Lead the Yellow Belt Lean Six Sigma program, including training and coaching candidates.
• Contribute to Knowledge Management and BPM standards, conventions, and taxonomy.
• Manage the Process Evolution service, including operations, requests, and ongoing improvement projects.
• Develop the Process Evolution team through coaching, training, and performance management.
• Guide team activities, prioritize initiatives, and align resources for high-ROI projects.

Qualifications and Requirements:

• 5+ years in process improvement roles
• 2+ years in leadership or management roles
• 2+ years in project management
• Proficient with O365 tools (Teams, Planner, SharePoint, Visio)
• Excellent communication skills
• Ability to manage multiple projects simultaneously
• Flexible, adaptable, and comfortable in ambiguous situations
• PROSCI certification
• ITIL certification
• Experience with Dynamics 365/F&O, Connect Wise, Service Now is an asset

Corporate Responsibility:

• Embrace and live our core values
• Maintain openness, flexibility, customer focus, and a positive attitude

What You Get:

• Work/life balance with flexible time-off policies
• Paid time off
• Extended Medical and Dental coverage from day one
• Employee discounts with over 100 companies
• Wellness and engagement activities
• Community involvement and volunteering opportunities
• Hybrid work environment for specific roles
• Ongoing learning and development
• Dog-friendly offices

Compensation:

Salary range is $65,000 to $90,000 annually, plus variable compensation, based on skills, experience, location, and internal pay equity. We are open to discussing compensation and benefits further.

• Mid-Senior level

• Full-time

• General Business and Strategy/Planning

• IT Services and IT Consulting