Specialist, Service Management

Suncor - Calgary, Canada

Job Description Back

Job ID 22689

Reporting to the manager, service strategy and portfolio, you will be responsible for working with service owners, service leads and key stakeholders to drive client value, maturity and effectiveness of a portfolio of information and process management (I&PM) services. You will provide your expertise and be accountable for the design, education, adoption, performance monitoring and continuous improvement of the services within the portfolio.

  • Determine service management’s overall service delivery best practices and ensure compliance to them
  • Ensure service performance commitments are met and services are continuously improved and enhanced to meet business needs
  • Provide specialized expertise and advice, and oversee service articulations for new and revised services ensuring they are aligned to defined standards
  • Handle the overall user experience (UX) for your portfolio of services, and contribute to a strong and positive end user experience for all business clients consuming I&PM services
  • Engage with other service specialists to maintain service management frameworks and regularly define or refine service methodologies and artifacts
  • Maintain positive relationships with the various levels within I&PM’s service delivery organizations, providing level appropriate (GM, Director, Manager, Lead) insight about the performance of their services, capturing and supporting upcoming growth plans and facilitating the resolution of service delivery issues
  • Lead when and how services in the pipeline will go live and transfer into the service catalogue and commence service sustainment
  • Monitor and provide guidance on the status of services throughout the service life-cycle, including service level performance and customer satisfaction, and work with service owners on action plans
  • Support the I&PM services homepage, catalogue configurations and deployments

Required Qualifications

  • Seven or more years of overall working experience in information management and systems or process design
  • A minimum of three years of experience specifically in service management, using toolsets (e.g. Service Now) and catalogues
  • Experience managing user experience (UX) with a solid background in developing and managing services optimized for client consumption
  • Experience in the oil and gas industry is preferred
  • Completed post-secondary education; a degree or diploma in information management or technology is preferred, or equivalent combination of education and experience

  • Proficiency in ITIL service management processes, with practical knowledge in service design, service level management, reporting, continuous service improvement and service portfolio lifecycle processes is preferred
  • You are comfortable influencing others to ensure service design, build, transition, operation and retirement activities follow service management standards
  • Good communication, facilitation, negotiation and presentation skills, with the ability to build positive relationships with others; sound business discernment
  • Strong organizational, time-management, and prioritization skills to successfully handle a large portfolio of services

Preferred Qualifications


Company Description

Suncor Energy is Canada's energy company - meaning rewarding opportunities for you to apply your knowledge, contribute and grow in a variety of career-building positions. Our business portfolio spans the entire energy sector, from a leadership position in oil sands development, to refining and marketing operations, natural gas, and conventional oil production, internationally and offshore East Coast Canada.

And while we are working to responsibly develop petroleum resources and contribute to the communities where we live and work, we are also developing our renewable energy portfolio, which includes wind power and biofuels.

As part of Suncor's team, you'll contribute to the ongoing success of Canada's largest energy company - one with a solid track record of growth, a focus on safety and sustainability and tremendous potential for the future. And you'll have the opportunity to learn from experts in the industry and build on your skills every day.

Suncor promotes diversity and inclusion in the workplace. Suncor is an equal opportunity employer and encourages applications from all qualified individuals. Suncor is committed to accessibility and accommodations will be provided to applicants upon request. At Suncor, we are dedicated to building a workforce that reflects the diversity of the communities in which we live, and where every team member has the opportunity to reach their full potential.

Not sure if this particular listing is the right opportunity for you? Please join our Talent Community at and click on Careers, or follow us on LinkedIn, Facebook and Twitter for the latest job listings and employment news.

Additional Information

  • Job ID
  • Post Date
    May 31, 2018
  • Employee Type
  • Relocation Eligible
Do NOT follow this link or you will be banned from the site!