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Change & Incident Manager

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Job ID 24000532
Team CDW - Job Function
Posted Date Apr 09, 2024
Location Toronto, ON
Eligible for Remote  
Contract Type Full-Time
Security Clearance  

At CDW, we highly value the energy and commitment you bring to your job every day. Our Change & Incident Manager role is an exceptional opportunity for a motivated, self-starter to grow and advance their career at an innovative, Fortune 200 leader. The #1 name in Canada for IT solutions, we’re driving meaningful technological change for companies in virtually every industry.


The Change & Incident Manager will play a key role in our operational maturity as we grow our services portfolio. We’ll look to you to be accountable for the Change & Incident Management policy, process and reporting of related KPI’s.


Our mission is to be the best and most collaborative, Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today. 


Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous, and entrepreneurial environment.


What you’ll do



·        Champion the Incident Management & Change Management processes across the Canadian Managed Services organization

·        Ensure Changes & Incidents are properly documented, and any opportunities to improve technical documentation are completed

·        Enhance process efficiency and effectiveness through identification of areas for improvement

·        Participate in operational audit reviews of our processes to support SOC2, PCI, ISO, and NIST programs as required

·        For Change Management:

o   Ensure change requests are sufficiently documented and authorized.

o   Own and lead required CAB Meetings

o   Champion the adoption of standard changes and work with the operational teams to reduce wait times by getting common change activities into the standard change framework.

o   Ensure the ownership of the ServiceNow tools process to support Change Management.  Including awareness, data quality, automation, and improvement opportunities


·        For Incident Management:

o   In coordination with the Head of National Operations, act as point of contact for Major Incidents and escalate further as required.  After hours availability may be required

o   Monitor Incidents to ensure that the Service Level Agreements are respected, and report on key performance indicators and report to key stakeholders

o   Manage persistent incidents for trend analysis and or management escalations

o   Coordinate and facilitate internal and external (as required) post incident reviews to ensure all recommendations are completed.

o   Ensure the closure of all incident records working with team leads where necessary to enhance resolution details

o   Provide a consistent level of leadership to the operations teams to allow them to focus on incident resolution and help determine any escalated actions as necessary

What you need to succeed



·        Bachelor’s Degree or College Diploma in business or computer science related field or equivalent experience 

·        5+ years of experience as a Change and/or Incident Manager supporting a Managed Service organization

·        Experience developing and maintaining process and policy documentation

·        IT Infrastructure Library (ITIL) Certification at the Foundations or higher level

·        Ability to obtain and maintain Canadian Security clearance 

·        Working knowledge of one or more formal project management methodologies

·        Proficiency in Microsoft Office applications

·        Demonstrated proficiency of written and verbal communication skills (including technical writing and presentations) with ability to communicate and collaborate effectively both internally and externally 

·        Proven analytical, organizational, and decision-making skills with demonstrated negotiation skills and influencing positive outcomes 

·        Eager to take on new tasks/responsibilities and passion for customer experience, operational excellence, and Continuous Improvement



·        Bilingual (English & Canadian French)

·        Industry certification such as ITIL (i.e., V3 or V4), or other related technical, process or governance related certifications

·        Knowledge and experience with current government and industry standards such as NIST CSF, ISO27001, PCI and other related standards

·        Experience implementing or operating quality management processes for direct client facing team members in omni-channel environments (voice, email, chat etc.)

·        Experience managing processes within a shared services model

·        Knowledge of system integration and improvement potential of automations (via API or custom scripting)


Who we are

CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from fresh-faced startups to international conglomerates. With the breadth of products and services we offer, combined with the expertise of our specialists, there is no request too big or too small. A unified team of challenge takers, diverse thinkers and problem solvers, we believe when you enjoy what you do and who you do it with, you do your best work. And that means everyone wins.


Awards and Recognitions                                                                                      

·        #178 on the Fortune 500 list

·        #81 on Glassdoor's Best Places to Work

·        #1 on Channel Daily News’ Top 100 Solution Providers List across Canada

·        Fortune’s Future 50, an index that evaluates the long-term growth prospects of major public


Our Benefits

CDW offers a variety of benefits, perks and development programs that enable coworkers to perform at their best personally and professionally. We understand the importance of work/life harmony and strive to help our coworkers achieve it. Core benefits include:

·        Comprehensive package: healthcare, dental, vision, paid vacation time and sick days

·        Coworker stock purchase program

·        Coworker discounted purchase program

·        Tuition reimbursement for those wishing to further their education

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