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Senior Analyst, Service Delivery

Sector: Information Technology 

Language Designation: Bilingual 

Language Skill Levels (Read/Write/Speak): BBB 

Salary Range: $63418.82 to $79273.53

Position Status: Temporary Full Time 

We’re not your typical government agency
Canada Mortgage and Housing Corporation (CMHC) exists for a single reason: to make housing affordable for everyone in Canada. We’re mobilizing the expertise and energy of governments, non-profits, lenders, developers, social entrepreneurs and co-ops to create the future of housing. At CMHC, we believe that everyone in Canada should have a place to call home.
Experience a Results-Only Work Environment™ (ROWE™)
At CMHC, we trust you to get the job done. We’ve shifted from managing people to managing work. Each employee is 100% autonomous and 100% accountable. You can choose where you need to be and when you need to be there to meet your objectives. You’re in control of your time and are trusted to make the right decisions.

This position reports to the Service Delivery team in our ​​Information Technology​ sector. In this sector, we lead our digital transformation to accelerate housing affordability.


About the role
We’re constantly evolving to build an inclusive housing system through research, design, innovation, and partnerships. The incumbent provides support for the development, implementation, and maintenance of the Corporation’s applications, tools and/or business systems and any interfaces to these systems. He will help us make housing affordable for everyone in Canada.
This 17 months contract position is an opportunity to join the dynamic Service Delivery team. Reporting to the Senior Manager of Service Delivery, the Senior Analyst will be responsible for fulfilling the service level performance monitoring of 3rd party technology service providers. He/ She will be accountable for service level trend analysis and related action plans that drive value-based improvement in service provider delivery of IT services.


 What you will need

  • University degree in Computer Science or a related field, with a minimum of 5 years of relevant experience within Information Technology.                     
  • Equivalent qualifications obtained through at least 7 years in related positions of increasing responsibility within Information Technology.                    
  • ITIL Intermediate Certificate in Service Strategy and/or Continuous Service Improvement
  • Good knowledge of IT/IM industry trends, directions, governance and compliance practices.    
  • Experience in process design, business/systems solution design, and change management.
  • Demonstrated experience in vendor relationship management practices IT service level agreement management.                    
  • In-depth knowledge of computing environments and the interrelationships of the products.
  • Demonstrate analytical and critical thinking and commitment to continuous improvement.                    

What you will be doing

  • Under the guidance of the Senior Manager of Service Delivery, developing, implementing and monitoring the performance of internal Service Level Agreements with lines of the business ensuring alignment with service provider targets and the continuous improvement program. 
  • Conducting performance monitoring and validation of results of 3rd party technology service providers using established measurement methodology.    
  • Through effective performance monitoring, escalating issues and trends that contribute to the degradation of service using established governance processes.            
  • Developing and maintaining repeatable processes that ensure a consistent auditable approach to service provider performance monitoring and realization of an improvement plan    
  • Monitoring service level agreement (SLA) impacts on performance resulting from the implementation of agreed action plans.                    
  • Participating as required in supporting the governance framework including representation of service level results, taking meeting minutes, tracking action items and ensuring delivery of service level and improvement related actions.                    
  • Contributing to the implementation of SLA changes resulting from business needs, service changes, projects and the continuous improvement program.                
  • Working with 3rd party service providers oversees the development and change of service models that are outputs of projects or enhancements, ensuring that impacts to SLA's are contemplated and accounted for in performance monitoring and validation.    
  • Overseeing and contributes to service introduction activities being fulfilled by 3rd party technology service providers. Responsible for ensuring the lifecycle management of services and that related ITSM processes are appropriately aligned to accommodate new or changed services. Results should align with industry best practices and meet the needs of the business.                             

 Does this sound like you?
Click the “apply now” button and create an account (it should take about 30 seconds). We’re excited to hear from you! 


Posting closing date: (Note, the competition may remain active until filled).


Job Requisition ID: 4310  

Primary Location: OttawaOntario  

Other Location(s):  

Security Requirement: Reliability Status 

Travel Requirement: Occasional 


We sincerely thank all candidates for their interest, however, please note that only those applicants selected for further consideration will be contacted.
CMHC is an employer that values diversity and encourages the learning and use of both Canada's official languages. CMHC is committed to employment equity and actively encourages application from women, Indigenous people, persons with disabilities and visible minorities
*If selected for an interview or testing, please advise us if you require an accommodation.

Learn more below about CMHC and how we help Canadians meet their housing needs.