Director, Service Integration & Management (SIAM)

Location: Toronto, Ontario, Canada
Date Posted: 10-23-2018
Director, Service Integration & Management (SIAM)
Toronto, ON



Business Summary

Brookfield Asset Management Inc. (“Brookfield”) is a global alternative asset manager with over $330 billion in assets under management. Brookfield has over a 115-year history of owning and operating assets with a focus on property, renewable power, infrastructure and private equity. Brookfield offers a range of public and private investment products and services, which leverage their expertise and experience and provide a distinct competitive advantage in the markets in which they operate. Brookfield is co-listed on the New York and Toronto Stock Exchanges under the symbols BAM and BAM.A, respectively, and on the NYSE Euronext under the symbol BAMA. For more information, please visit our web site at www.brookfield.com.

The Technology Services Group and Human Resources Support Services are internal functions providing global operations and business supports across Brookfield Asset Management business segments.
 
Position Summary
The Director, Service Integration and Management, is a key new position within the Technology Services Group (TSG) required by the new technology platforms being developed and deployed as we transform our delivery model under Project Darwin.
 
Service Integration and Management (SIAM) is an approach to managing multiple suppliers of information technology services and integrating them to provide a single business-facing IT service delivery organization. It aims at seamlessly integrating interdependent services from various internal and external service providers into end-to-end services to meet business requirements.
 
Bolstering information technology capabilities and capacity using multiple external suppliers is becoming a dominant operating model for many enterprise IT organizations and is a natural evolution from our current Strategic Partner model. This model is commonly known as multi-sourcing vendor integration.
 
The Director of SIAM Services within TSG Technology Services will be the primary leader of this service as it is developed, planned and implemented. During Project Darwin, this individual will be our business lead to ensure that the developed model is consistent within industry standards but also reflective of the requirements of the TSG technology delivery environment. Upon completion of Project Darwin, the Director will be accountable for the effective delivery of SIAM within our multi-vendor environment as well as positioning SIAM as an offering for other Brookfield business units.
 

Responsibilities
  • Engaging with TSG business clients to promote and educate awareness of TSG IT Services and drive TSG service adoption and growth across Brookfield group of companies
  • Ensure successful and effective alignment of TSG Service capabilities to Brookfield business needs, demands and strategies
  • Represent and oversee delivery and fulfillment of TSG IT Services to the business ensuring client satisfaction and successful business outcomes
  • Provide support to TSG Service Delivery Management (SDM) team engaging with Service Delivery Managers:
  • To advise on assigned TSG IT Services and capabilities
  • In the development and execution of TSG line-of-business and geographic business strategies, plans, and related projects and service
  • To develop, govern, and oversee execution of service quality improvement programs for assigned TSG service lines
  • Lead involvement of external/third-party service providers and representatives in interactions and affairs with TSG Services employees and teams, and, TSG customers (Brookfield company representatives)
  • Provide leadership within TSG Technology team directly and indirectly
  • Working with TSG SDM, S&I and eArchitecture teams, develop service line capability road-maps to ensure on-going improvement and enhancement of the value of the TSG IT service portfolio to TSG customers
  • Develop and achieve strong understanding and awareness of relevant IT service industries and marketplace including key and emerging technologies and third-party services/offerings
  • Incorporate relevant industry knowledge into strategic/tactical programs to ensure TSG IT Services competitive strength and value to TSG customers
  • Work closely with TSG Strategic Service Providers to understand and adapt/adopt external provider capabilities into TSG IT service strategy, service line offerings, and achieve business value to TSG customers
  • Establish service performance standards, objectives, and targets that meet TSG customer needs and demands
  • Develop, prepare, and present annual business plans for assigned TSG IT Services providing quarterly updates, forecasts, and achievement/improvement plans
  • The Director will manage Service Integration Governance to effectively define, establish and continuously adapt the service integration governance.
  • Manage the Service Integration provider in accordance with changing business requirements.
  • Manage business demand and develop a service portfolio in alignment with business requirements.
  • Manage Providers and Contracts to select an appropriate provider portfolio and to manage the providers according to the outsourcing contracts
  • Manage End-to-end Services under the SIAM model and ensure effectively delivery of all IT services managed therein.
 

Qualifications & Requirements
  • Experience in managing and overseeing third-party service provider service delivery execution and business & commercial governance, especially in an outsourced environment
  • Experience in leading IT service delivery in a shared service, multi-client environment
  • Experience in developing and implementing information technology services offerings including scope development, implementation planning and execution, financial business case development, business forecasting, and on-going service improvement and innovation
  • Effective at building relationships to influence and work through others in a multi-matrix, global environment
  • Strong communication (written and oral) skills geared to business development, internal teamwork and customer satisfaction
  • Business development skills for marketing service offerings through the appropriate channels
  • Financial and cost management with expertise in cost forecasting and cost/spend budget management
    • Strong awareness and experience in information technology general controls, audit and assurance processes management, and compliance management and achievement (e.g., SOCS, COBIT, SSAE16, regional and line-of-business regulatory requirements as necessary and relevant, for example in ANZ)
  • Other desirable skills:
    • Knowledge and effective understanding of key technologies and industry/third-party services, methods, and best-practices in enterprise-class information technologies and business application technology
    • Experience with process development and optimization, value chain analysis, etc.
    • Proven experience managing / leading a team through motivating and influencing
    • Highly organized and accountable to deliver in a dynamic environment
  • Key Skills:
    • Service management systems/Enterprise management systems (ITSM/ITIL processes) and methods/processes including NOC (Network operations) and SOC (Security Operations)
    • Reasonable proficiency in using Microsoft Office tools within a business environment
  • Other desirable skills:
    • Enterprise Compute Technology – computing platforms including Windows/Intel, IBM iSeries, open systems, enterprise and departmental storage, wide-area data/voice networking services (legacy and VoIP), LAN/Wireless
    • End-User Compute Technology - desktop/laptop, mobile, and portable technologies, services desk/contact-center technologies, messaging (email, instant), collaboration, groupware, and social-networking technologies, unified communications, knowledge management and content management technologies
    • SaaS and Cloud-based IaaS/PaaS services delivery methodology and third-party services awareness
    • General awareness BI (business intelligence) application systems and platforms
    • General awareness of application integration, data management and translation/extract, end-user computing, and end-user collaboration platforms
  • General awareness of inter /intra-company directory management technologies (e.g., active directory, MDM, IAM)
 
 
Brookfield welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
 
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