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Title:  ITSM Process Owner




Requisition ID: 82893


Join the Global Community of Scotiabankers to help customers become better off.


The team:

Global Technology Services (GTS) – Enterprise Process Management and Compliance (EPMC) is responsible for the design, management, implementation and oversight for Enterprise Information Technology Service Management (ITSM) policies and processes for adherence and compliance.  We build a collaborative working relationship with teams (internal and external) to ensure there is a cohesive approach to the improvements needed in the Service Management discipline.  The team is accountable for implementation of industry best practices at enterprise level to bring consistent execution of process.


The role:

You will ensure that the service management functions and associated operational & business policies, processes and services are developed, deployed and effectively managed and maintained to meet specific business needs across the enterprise of the bank. You will be looked up to be a Champion of service improvements across the organization.


Is this role right for you?

  • You will deliver the processes and tools. Work with teams to both plan and develop the solution. Ensure the testing and coordinated implementation of the solution, and the measures and means for quantifying performance and compliance.
  • You will be accountable for adoption of all enterprise policies and processes through learning programs, communications, subject matter support, etc.
  • You will be accountable for process performance through compliance and performance reporting, and stakeholder engagement.
  • You will drive continuous improvement of the processes and overall process maturity.
  • You will manages engagement with all GTS functions


Do you have the skills that will enable you to succeed in this role?

  • You possess a strong communication (verbal/written/presentation) skill in English.  The same in Spanish is an asset.
  • You have at least 5+ years of progressive working experience in IT services, which includes supervisory experience in infrastructure and operations support functions.
  • You have at least 5+ years of working experience in defining IT Service Management metrics, developing service management procedures and managing service lifecycle improvements.
  • You have at least 3+ years of working experience across multiple methodologies and frameworks (e.g., ITSM, Lean Six Sigma); plus with other operational management and improvement disciplines (e.g. ISO, COBIT, ITIL, CMMI).
  • You can demonstrate a strong background in the development of efficient, reusable and re-deployable processes, systems and organization structures.
  • You have a proven track record of delivery within technology environments.
  • You are highly analytical in problem solving with the ability to apply original and innovative thinking.
  • You possess significant experience with operational management of problem resolution under ITIL frameworks.
  • You have a post-secondary in Computer Science, Management Information Systems or in a related field.


What's in it for you?

  • We are technology partners who help the business transform how our employees around the world work.
  • You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world.
  • We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success! We also foster an environment of innovation and continuous learning.
  • We care about our people, allowing them to design how they work to deliver amazing results. Our workspace is freshly renovated with a design focus on enabling collaboration through both environment and technology.  There’s an onsite cafeteria plus complimentary hot beverage stations, microwaves, fridges in the eco-systems.
  • Minutes by TTC bus from Warden subway station on Line 2. Free employee shuttle service connecting the IT campus with nearby GO stations.  2022 opening of the Eglinton Crosstown Light Rail Transit with Birchmount a stop on this route.
  • Minutes from the 401 & DVP. Free onsite & offsite employee parking with charging stations for electric vehicles onsite.
  • We offer a competitive total rewards package, including a performance bonus, company matching programs (pension & Employee Share Ownership), generous vacation; health/medical/wellness benefits; employee banking privileges.



Location(s):  Canada : Ontario : Scarborough 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.


At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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