Continual Improvement Lead

Role Responsibilities

Drive meaningful change by turning service insights, data, and AI-enabled opportunities into measurable business value.

The Service Management Team ensures that robust service management practices are consistently applied to support the effective delivery of the Service Management Office, Continual Service Improvement, the Service Catalogue, Service Design, Reporting and Analytics, Knowledge Management, Service Communications, Organizational Change Management (OCM), and Training.

Reporting to the Service Management Office Manager, the Continual Improvement (CI) Lead serves as the Subject Matter Expert (SME) for the Continual Improvement Management (CIM) process within IT Service Management. In this role, you will partner with Service and Process Owners to balance cost, quality, and performance through the evolution of CIM frameworks, governance, and practices that drive operational efficiency.

A core function of this role is to identify, analyze, and manage improvement opportunities captured in the Continual Improvement Register (CIR). You will own the lifecycle of improvement initiatives from intake through delivery, ensuring measurable and sustainable business outcomes through data-driven decision-making.

The ideal candidate thrives in a complex, fast-paced environment, demonstrates agility, and brings practical, innovative solutions to evolving business needs.

Responsibilities

Key responsibilities of this position include but are not limited to:

Continual Improvement Management (CIM)

• Lead the CIM practice as the recognized SME, with a focus on IT service improvement, AI readiness, and service automation.
• Manage the end-to-end lifecycle of continual improvement initiatives, delivering measurable value.
• Partner with Service and Process Owners to identify inefficiencies and implement service, process, and tool improvements.
• Govern and maintain the Continual Improvement Register (CIR), ensuring visibility and progress tracking.
• Leverage service performance data, analytics, and feedback to drive continual improvement outcomes.

Business Analysis

• Align continual improvement initiatives with organizational priorities and strategic objectives.
• Analyze service performance, trends, and risks to identify high-value opportunities.
• Translate business requirements into actionable improvement initiatives supported by data and insights.
• Monitor outcomes and confirm benefits realization.

To be successful in this position, you will demonstrate:

• Strong analytical, facilitation, and problem-solving skills.
• Excellent written and verbal communication abilities.
• Ability to challenge existing practices and drive innovative solutions.
• Strong data and analytical capability.
• A collaborative, adaptable approach in a changing environment.

Future-Focused Skills Matter

This position requires a forward-looking mindset. Experience with, or a strong willingness to learn, AI-enabled service management, automation, and advanced analytics is essential to driving smarter improvements and supporting future-ready service delivery. Create tailored, high-impact materials that align with stakeholder needs using AI-assisted content generation and feedback analysis.

Ready to help us lead the digital future? Apply now!

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Some of the competencies critical for this position are:

• Agility: Proactively incorporates change into processes. Creates opportunities for improvement. Is aware of and adapts to changing priorities. Remains objective under pressure and supports others to manage their emotions. Proactively explains impact of change on roles and integrates change in existing work. Readily adapts plans and practices.
• Drive for Results: Knowing what outcomes are important and maximizing resources to achieve results that are aligned with the goals of the organization, while maintaining accountability to each other and external stakeholders.
• Systems Thinking: strategic foresight from systems and solution perspective is critical.  Considers inter-relationships and emerging trends to attain goals. Seeks insight on implications of different options. Analyzes long-term outcomes, focus on goals and values. Identifies unintended consequences.
• Creative Problem Solving: Engages the community and resources at hand to address issues. Engages perspective to seek root causes. Finds ways to improve complex systems. Employs resources from other areas to solve problems. Engages others and encourages debate and idea generation to solve problems while addressing risks

Qualifications

Requirements:

• University degree in a related field such as Computer Science, Information Technology, Business, Commerce.

• Minimum of 2 years of experience in each of the following areas:
  • IT service optimization and continual improvement.
  • Continual Improvement Management methodologies.
  • ServiceNow and related service management tools.

Equivalencies: Directly related education or experience considered on the basis of:

• 1 year of education for 1 year of experience; or
• 1 year of experience for 1 year of education

 
Assets:

• ITIL and/or COBIT certification.
• Solid understanding of ITIL and ITSM best practices.
• Knowledge of Alberta Government goals, strategies, priorities, and IMT mandates.
• Familiarity with expected IT services and future technology directions within the Government of Alberta.
• Strong analytical, facilitation, and strategic problem-solving skills.
• Experience in data validation, quality assurance, and quality control.
• Proficiency with standard business software tools such as MS365 and ServiceNow.
• AI savvy, or a willingness to learn and adopt AI technologies, with the ability to apply AI tools to enhance efficiency, insights, and overall effectiveness.
• Excellent verbal and written communication skills, including consultation, facilitation, and presentation abilities.
• Ability to foster innovative approaches and challenge existing practices for optimal outcomes.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards

Notes

Term of Employment: Permanent full-time position
Hours of Work:  36.25 hours per week/ Monday to Friday
Location: Remote across Alberta

This position is eligible for remote work. You must reside in Alberta to work remotely for this position.

Final candidates may be required to undergo security screening.

This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level. 
 

Note:

Applicants are advised to provide a cover letter summarizing information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

Additional Information:

In your resume, please include dates (including months and years) associated with all education and work experience. As well, please indicate whether your work experience is casual, part-time, or full-time. For example, January 15, 2006 – June 25, 2009: Assistant (PT three 8 hrs. shifts/week).

 
Links and information on what the GoA have to offer to prospective employees.

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.