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EIT Service Manager

Hydro One Networks inc.

This is a Contract position in Toronto, ON posted February 1, 2021.

41450 – Toronto – Regular – Ongoing 


Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly  1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!


Implement the division’s goals, objectives and strategies in the role of overseeing and measuring delivery of IT services from one or more of the Enterprise IT service domains: Infrastructure Services, Data Centre Services, Telecom Services, Help Desk, Executive Desktop Support, Application Maintenance and Support, Project Services or Customer Satisfaction Management. Manage contracts and services with H1 IT Service Suppliers, Hydro One Telecom and/or other third-party telecom carriers


General Accountabilities

  • Implement the division’s goals, objectives and strategies in the role of overseeing and measuring IT vendor services and financial management from the Enterprise IT domains: Business Architecture, Infrastructure Architecture & Service Delivery. In addition to supporting Project Services and Customer Satisfaction Management.
  • Manage IT Financial Management within EIT department and manage contracts and services related with H1 IT Service Suppliers, Hydro One Telecom and/or other third party vendors.
  • Optimize cost against quality and risk to create intelligent, metric based cost optimization strategies.


Perform Service and Performance Reviews:

  • Contract Management and Compliance monitoring.
  • Perform Service Support Functions on an escalation basis.
  • Perform Service and Performance Reviews
  • Relationship Management.
  • Management of Strategic Processes.
  • Perform Issue Management with IT Service Suppliers, Hydro One Telecom and/or other third party carriers.
  • Planning/Implementing New/Revised Services.
  • Invoice/Charges Review and Approval.
  • Service Level Management.
  • IT Asset Control – CMDB and Investment Planning.


Specific Accountabilities

The Service Manager – Operations is responsible to carry out the following activities:

  • ITIL Service Operation related processes such as: Incident / Major Incident Management, IT Change Management, Problem Management, Event Management, Service Level Agreement Management and Request Management etc. Accountable as process owner and implementer of processes for all Service Operation related processes.
  • Maintaining and improving data and reporting for processes implemented through Remedy or the new ITSM tool, documenting and making transparent all relevant processes and procedures; reporting on and evolving of KPIs, delivery of post-incident reviews and executive summaries.
  • Supervise and oversee the operational reporting processes for the department including the timely and accurate issuance of appropriate management reports. This includes but not limited to Delivery & Obligation reports, Resource Unit reports, Critical Service Level reports etc. Review results and significant issues with appropriate senior leadership.
  • Evaluate and implement strategies for streamlining and improving the timeliness, accuracy and transparency of the operational accounting and reporting.  Act as a staff advisor and consultant to the Manager in providing advice, counsel and representation in technology issues and opportunities in delivery of services for all third party contracts.
  • Negotiate and influence business units to modify processes for Service Management to ensure compliance adhered to with the third party contracts.
  • Develop the communications programs/presentations and communicate the Service Management Policy to Hydro One Networks Lines of Business.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Manage the Division’s delivery needs through various service providers.
  • Prepare work requirements documentation to be part of the SLAs, reporting and measurement/metric requirements. Participate in the development and implementation of KPI’s and Service Level Agreements (SLAs) to establish problem resolution expectations and time frames;
  • Establish means to promote cost reductions and quality improvements through contracts.
  • Act as contract manager through contract negotiations, contract approvals and reporting.
  • Manage small projects to implement service improvements.
  • Conduct service and performance reviews, monitor compliance for one or more of services received from an external service provider.
  • Identify new services that may be required and negotiate contract amendments for services.
  • Assist in the definition of strategic satisfaction measures for Company scorecards, performance contracts, SLAs, business planning or risk management; arrange for data collection required to monitor and report on measures.
  • Perform Invoice/Charges Review.
  • Cooperate with other areas of IM/IT in the application of standards, methodologies, architectures, CMDB management etc.


Managerial Accountabilities

  • Manage and motivate staff and contractors in projects
  • Manage budgets for projects
  • Develop investments within budget and performance/reliability criteria
  • Set the appropriate context for service providers (i.e. corporate strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations for continuous improvement, etc.)
  • Translate the corporate goals and objectives into a direction which guides the work of the service providers and communicate that direction to key account representatives.
  • Negotiate and influence behavior of service provider to achieve desired results.

Selection Criteria


  • ITIL Foundations certified
  • In-depth knowledge of IT Service Management concepts and best practices
  • Expert skills in Incident Management, Problem Management and Change Management
  • Experience with ServiceNow and/or other ITSM Ticketing tools
  • Experience in monitoring tools such as Splunk, Dynatrace, Lakeside Systrack
  • Previous experience in Project Management is an asset


Technical Knowledge:

BA in Economics or BCom Major in Finance or Accounting or BSc in Computer Science, Engineering.  At least 10 years’ experience in a similar role or appropriate education level (ie. Master’s Degree in Economics, Finance, Accounting, IT Experience managing IT services, either as a service recipient or service delivery).


Demonstrated Management Skills:

Communication of Service Management Processes to business – able to persuade, convince, influence or impress others.

Initiative – takes action, proactively doing things and not simply thinking about future actions

Information seeking – ability to acquire information relevant to the achievement of valued goals

Strategic business thinking – ability to apply their technical knowledge and experience to making management decisions for achieving business objectives

Team leadership – ability to take a role as leader of a team or other group

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.


We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2020.


Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.


Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.


Deadline: February 16 2021



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