• 3-5 sentence summary about the role considering these questions: what is the opportunity? How is this role contributing to our mission? What will they get from this opportunity?

Position Responsibilities:

Key Accountabilities:

• Analyzing current business processes, workflows and procedures to identify areas for improvement.
• Developing and implementing optimized processes and procedures to enhance efficiency, productivity and customer satisfaction.
• Collaborating with stakeholders to design and execute process improvement initiatives aligned with organizational goals.
• Monitoring and evaluating the effectiveness of implemented process changes, measuring key performance indicators and making necessary adjustments for continuous improvement.
• Stay updated on industry trends, emerging technologies and process improvement methodologies.
• Performing risk assessments and audits of various organizational functional areas to identify control weaknesses, compliance gaps, and operational inefficiencies

Additional Accountabilities:

• Provides oversight to ensure completeness and compliance to process of proposed changes.

• Reviews and approves all in scope changes within MITDC based on the process standards and best practices.

• Challenge proposed requests for change to ensure that the change is robust and that the impact on and risk to the organization is minimal.

• Provides effective and regular communication within the project team, stakeholders, sponsors and management.
• Identifies issues that impact delivery and escalate to management.
• Understands relationships between all ITIL processes and how it affects each other.
• Conduct Post Implementation Reviews (PIRs) after the implementation of changes

Key Relationships:

• The Business Process / Service Management Specialist will work closely with internal and external stakeholders at all levels, but with focus on MITDC Operations, Delivery and Engineering.
• The Business Process / Service Management Specialist will involve developing and maintaining close working relationships with other process owners/managers, delivery manager/staff, especially with the release and deployment lead, continuous improvement lead and Information risk lead.
• The Business Process / Service Management Specialist will advise and support the management team in developing change policy in accordance with business requirements, responding to and providing tactical direction for business change when necessary.

Specific Skill Requirements:

• At least 1-2 years of Experience IT Service Management
• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL or higher, TQM or ISO 9000:2000
• Graduated with a BS in Information Systems and/or Computer Science, Engineering, or any related degrees.
• Familiarity with process mapping and modelling techniques.
• Strong analytical skills with the ability to collect, study and interpret complex data.
• Ability to manage and perform multiple complex tasks as part of the daily work assignment.
• Proficiency in Microsoft Office suite, including Excel, PowerPoint and Visio.
• Strong communication and presentation skills to effectively communicate process changes and recommendations to stakeholders at all levels.
• Knowledgeable with Agile Methodologies
• Familiar with ITSM Tools especially ServiceNow
• Familiar with DevOps tools is good to have (Jenkins, Bitbucket)

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid