Director Service Request Experience

The Canada Life Assurance Company • Toronto, ON

7d • CA$145,000 - CA$175,000 • Hybrid

About The Position

The Director, Service Request Experience leads the strategy, governance and continuous improvement of Canada Life’s enterprise service request experience. This role is accountable for advancing the maturity of service request management and service catalogue management, making it easier for employees to understand where to go, what to request and how work will be fulfilled. This is a transformation role focused on improving the end-to-end request experience, strengthening catalogue governance and increasing automation where it creates clear business value. The Director will define the target operating model, establish policies and standards, engage Service Request Owners and fulfilment teams, improve Service Desk integration and provide visibility across the service request value chain. The role also provides leadership for a pool of Business Analysts who support major Infrastructure and Operations programs, ensuring analysis capacity is aligned to priority work and consistent delivery practices.

Requirements

• Post-secondary education in business, technology, service management or a related field, or equivalent experience.
• 10+ years of progressive experience in technology service management, digital workplace, service delivery, automation, platform optimization, business analysis or transformation, including senior leadership experience.
• Strong understanding of service request management, service catalogue management, request fulfilment, enterprise intake, service level management, reporting, governance and continuous improvement.
• Experience with ServiceNow or comparable enterprise service management platforms, including catalogue, workflow, intake, automation, virtual agent and analytics capabilities.
• Proven ability to use data, process mining or operational insights to identify productivity opportunities and drive measurable improvement.
• Strong relationship management, communication and influencing skills across technical, business, vendor and executive stakeholders.
• Experience leading teams, setting outcomes, building capability and creating a culture of accountability, simplification and practical innovation.

Nice To Haves

• Experience defining operating models, governance forums, standards, controls and enablement approaches across multiple stakeholder groups would be an asset.
• Experience managing Business Analysis teams or shared resource capacity supporting complex technology programs would be an asset.
• ITIL, ServiceNow, process improvement or automation certification would be considered an asset.

Responsibilities

• Own execution of the Service Request Management and Service Catalogue Management maturity roadmaps, including maturity target tracking, continual improvement oversight, roadmap progress reporting and governance engagement.
• Define and maintain the target operating model for service request and catalogue management, including process roles, Service Request Owner engagement, Service Desk integration, role clarity and resource planning.
• Establish and maintain policies, standards, controls and governance for service requests and catalogue changes, including data quality and minimum information standards.
• Lead Service Request Owner, fulfiller and practitioner enablement through training, communications, knowledge-sharing and adoption activities.
• Define the enterprise intake strategy, including common front-door principles, Service Desk integration and clear guidance on the appropriate channel and tool for different request types.
• Partner with XMO, End User Strategy, Service Desk, HR, Facilities, platform teams, suppliers and fulfilment teams to improve end-to-end request experiences and service catalogue maturity.
• Establish visibility and governance across the service request value chain, including partner and supplier engagement, process alignment and operational coordination.
• Define and report on business value, cost effectiveness, resource efficiency and experience outcomes, in addition to fulfilment performance and automation metrics.
• Use process mining, ticket data, service analytics and employee feedback to identify friction, bottlenecks, quality issues and automation candidates.
• Manage Business Analysis capacity across priority I&O programs, helping ensure requirements, process design, stakeholder alignment and delivery support are clear and consistent.
• Lead, coach and develop a team responsible for request experience design, catalogue governance, analytics, continuous improvement and Business Analysis support for major Infrastructure and Operations programs.

Benefits

• Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
• Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Company-matching pension plan, share ownership program and additional investment options.
• Employee recognition programs, service milestone celebrations, employee discounts and more!
• A workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree