At a Glance
- Tasks: Lead the transformation of service request management and enhance employee experience.
- Company: Join Canada Life, a trusted company improving Canadians' well-being.
- Benefits: Competitive salary, health benefits, education reimbursement, and community involvement support.
- Other info: Dynamic work environment with career growth and community-focused culture.
- Why this job: Make a real impact by optimising service experiences for employees.
- Qualifications: 10+ years in service management with strong leadership and communication skills.
The predicted salary is between 145000 - 175000 £ per year.
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.
What you will do:
- 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.
What you will bring:
- 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 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.
- Experience leading teams, setting outcomes, building capability and creating a culture of accountability, simplification and practical innovation.
- ITIL, ServiceNow, process improvement or automation certification would be considered an asset.
The base salary for this position is between $145,000 - $175,000 annually. This represents base salary only and does not represent other variable compensation components of our total compensation (i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.
What we offer:
- Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
- Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
- Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
- Financial Security: Company-matching pension plan, share ownership program and additional investment options.
- Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
- Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.
We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact talentacquisitioncanada@canadalife.com. All information provided will be handled in accordance with applicable laws and Canada Life policies. Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.
StudySmarter Expert Advice🤫
We think this is how you could land Director Service Request Experience in London
✨Get Involved in Industry Events
Jumping into industry events or leadership conferences can really help boost your visibility. Not only will you meet potential employers, but you’ll also get the chance to connect with other leaders in corporate management. Look for local or even virtual events that focus on leadership—every connection counts!
✨Engage in Professional Networks
Join professional management associations relevant to your career goals. These networks often host workshops, panels, and networking events that can put you in front of hiring managers. Plus, they can give you the scoop on upcoming roles, such as the full-time positions with companies like Canada Life.
✨Showcase Your Leadership Skills
When reaching out to potential employers, particularly for leadership roles, demonstrate your leadership capabilities with real examples. Share stories from your previous positions that illustrate how you handled challenges and drove results. This will help you stand out when you apply to places like Canada Life.
✨Tailor Your LinkedIn Presence
Ensure your LinkedIn profile is specifically tailored to corporate leadership. Highlight achievements, showcase relevant content and engage with posts in management groups. This not only builds your credibility but keeps you on the radar of companies looking for candidates like you as they post full-time opportunities.
We think you need these skills to ace Director Service Request Experience in London
Some tips for your application 🫡
Show Us Your Leadership Skills:In the corporate leadership and management field, it's essential to highlight your leadership experience. Use your CV to flesh out examples of how you've led teams to success or managed significant projects. We want to see specific instances where your actions made a tangible difference in your previous roles!
Quantify Your Achievements:Numbers talk, especially in management! When detailing your achievements in your CV or cover letter, don’t just say you improved team performance. Instead, say you boosted productivity by 30% over six months through effective strategy implementation. This makes your application pop and shows us what you can bring to Canada Life.
Craft a Compelling Cover Letter:Your cover letter is your chance to narrate your professional journey. We’re looking for motivation and a clear understanding of what corporate leadership means to you. Dive into your aspirations and how they align with the values and vision of Canada Life. Make it personal – we want to get to know you!
Tailor Your CV for Management Roles:Ensure your CV reflects the management skills that are essential for this role. Focus on competencies like strategic planning, team building, and problem-solving. Use a clean layout, and don’t forget to align your experiences with those keywords mentioned in the job listing. This will help you stand out from the crowd!
How to prepare for a job interview at Canada Life
✨Showcase Your Leadership Style
You’ll want to thoroughly convey your unique approach to leadership. During the interview with Canada Life, be ready to share real-life examples of how you've inspired and motivated teams in the past. Think about specific achievements that illustrate your strategic thinking and your ability to drive results.
✨Brush Up on Management Theories
Expect some technical questions related to management theories and practices. Brush up on concepts like transformational leadership, servant leadership, or situational leadership. Be prepared to discuss how you would apply these theories to the role at Canada Life, especially in the specific context of the challenges they’re currently facing.
✨Craft Your Vision for the Company
Since this is a full-time leadership role, spending time thinking about your vision for Canada Life could really set you apart. Consider potential strategies for growth and how you would lead teams towards achieving them. This shows not just enthusiasm, but also strategic foresight that they’ll likely be looking for in a candidate.
✨Emphasise Team Dynamics and Culture
In corporate leadership, team dynamics and organisational culture are everything. Be ready to discuss how you've fostered a positive work environment in previous roles. Bring up examples of how you've managed diverse teams effectively—this will resonate well at Canada Life as they’re likely seeking a candidate who can enhance their workplace culture.
