Lead Analyst, Service Management

Make an impact at a global and dynamic investment organization

When you join CPP Investments, you are joining one of the world’s most admired and respected institutional investors. As a professional investment management organization, CPP Investments invests the funds of the Canada Pension Plan (CPP) to help ensure its financial sustainability for generations of working and retired Canadians.

CPP Investments invests across regions and asset classes to build a globally diversified portfolio. It holds assets in public equity, private equity, real estate, infrastructure, and fixed income, and the CPP Fund is projected to reach $3.6 trillion in assets by 2050. The organization is headquartered in Toronto with offices in Hong Kong, London, Mumbai, New York City, San Francisco, São Paulo, and Sydney.

CPP Investments successfully attracts, selects, and retains talented individuals from top-tier institutions worldwide. Join our team for access to:

• Stimulating work in a fast-paced and intellectually challenging environment
• Accelerated exposure and responsibility
• Global career development opportunities
• Diverse and inspiring colleagues and approachable leaders
• A hybrid-flexible work environment with an emphasis on in-person collaboration
• A culture rooted in principles of integrity, partnership, and high performance
• An organization with an important social purpose that positively impacts lives

If you have a passion for performance, value a collegial and collaborative culture, and approach work with the highest integrity, invest your career here. 

You’ll be part of a team leading operational excellence across Technology & Data, with a strong focus on driving automation, process optimization, and service reliability at scale. In addition, transforming operational practices and enabling scalable, secure, and high-impact technology operations that align with the organization’s long-term growth and resilience goals.

As a Lead Analyst, you will be pivotal in shaping innovative Technology solutions that propel the company forward. With a keen eye on future trends, you will mentor a team of analysts, fostering their growth and ensuring their efforts align with overarching business goals. Your leadership will not only navigate complex challenges but also cultivate a culture of excellence and thought leadership, driving transformative change across all facets of technology and operations.

Accountabilities:

• Spearhead the development and execution of long-term technology strategies, ensuring alignment with the organization's business goals and industry advancements.
• Oversee the end-to-end delivery of complex projects, and products, ensuring they are completed on time, within budget, and to the highest quality standards.
• Cultivate a deep well of technical expertise within the team, staying ahead of industry trends and fostering a culture of continuous learning.
• Drive engineering excellence and continuous improvement within the team and influence similar improvements across teams, providing technical leadership and coaching  
• Engage with senior stakeholders to understand their needs, manage expectations, and ensure the delivery of technology solutions that drive business value.
• Establish and govern scalable processes and programs, ensuring they support the organization's objectives and deliver value.
• Serve as a thought leader, providing insights and recommendations on emerging technologies and industry trends to drive innovation and competitive advantage.
• Collaborate with product teams to assess current practices and then drive recommendations to improve stability, scalability, and efficiency using monitoring, automation, DevOps and service management practices
• Maximize the use of data and tools like ServiceNow to identify areas of operational concern or opportunity. Generate ongoing metrics to track progress
• Promote forward-thinking approaches to operational design using cloud-native, DevOps-driven solutions. Encourage experimentation and continuous improvement aligned with business strategy.
• Lead management/resolution for major incidents and oversee ITSM processes with a focus on automation, visibility, and compliance. Leverage ServiceNow and integrated toolchains to improve incident, change, and problem management.
• Ensure development and testing of BCP/DR frameworks that are resilient and easy to execute. Ensure readiness through documentation, exercises, and alignment with modern DevOps environments.
• Uplift team capabilities through knowledge sharing, training, and adoption of best practices in DevOps, and automation.

• Undergraduate degree in Information Technology, Computer Science, or a related field
• 6+ years of relevant experience
• Experience in managing IT projects and products across multiple geographies and understanding of cross-cultural considerations.
• Relevant certifications such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library) that demonstrate a commitment to the IT profession and continuous learning.
• Knowledge of infrastructure management, including network and VPN appliances, server administration, and data center operations.
• Experience with cloud-native services and containerization technologies like Docker and Kubernetes.
• Proficiency in cloud services such as Azure or AWS, including architecture, deployment, and management.
• Understanding of cloud security best practices and cloud disaster recovery strategies.
• Skills in managing digital workplace technologies, including collaboration tools, end-user support, and device management.
• Experience supporting operational transformation, cross-functional collaboration, and incident/crisis management across global teams
• ServiceNow System Administrator / ITSM Certification (Preferred)
• CI/CD or DevOps certifications (e.g. GitHub Actions, Terraform, AWS CloudWatch) are beneficial
• Led ITSM escalations during major incidents or service disruptions, including regional crisis coordination, running war rooms or incident bridges, and stakeholder communication across business and tech teams.
• Experience identifying automation opportunities using tools such as ServiceNow, scripting, or orchestration platforms to streamline manual operational processes.
• Proven understanding of Cloud and legacy application design, deployment, monitoring and operations. Familiarity with modern DevOps practices using GitHub or equivalent tools to automate, build, test and deployment processes.
• Developed and maintained recovery plans, facilitated BCP/DR exercises, and ensured readiness through documentation and testing.

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At CPP Investments, we are committed to diversity and equitable access to employment opportunities based on ability.

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process. 

Our Commitment to Inclusion and Diversity:

In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.

Disclaimer:

CPP Investments does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered.  CPP Investments will not pay any referral, placement or other fee for the supply of such unsolicited resumes or information.