Provide strategic direction and governance across all ITSM practices, ensuring alignment with business goals and expected outcomes
Shape the long‑term roadmap for core practices including CMDB/Service Configuration, IT Asset Management, Event, Request, and Release Management
Integrate automation and AI into practice workflows to improve efficiency, consistency, and service quality
Stay current with emerging technologies, ITSM trends, and industry practices to guide innovation and inform future operating models
Oversee Major Incident, SWAT, and Root Cause Analysis practices to reduce the frequency and business impact of service‑disrupting incidents
Lead the evolution of Change and Release Management to minimize operational and business risk from changes
Partner with the IT Operations Center to ensure key ITSM practices are embedded in daily operations and future operating models
Own and maintain the standards, policies, and operating frameworks used by Practice Managers
Serve as the primary stakeholder connection point, ensuring expectations are aligned and practices support business needs
Own service performance metrics and reporting, ensuring SLAs, KPIs, and commitments are consistently met and continuously improved
Provide leadership, guidance, and support to Practice Managers, ensuring practices operate cohesively across the organization
Conduct performance reviews, provide coaching and feedback, and support career development for team members
Manage day‑to‑day people leadership responsibilities, including workload balancing, goal setting, and fostering a healthy, accountable culture
Manage relationships with third‑party vendors and contracted service providers to ensure quality and performance
Work closely with business leaders across functions to ensure ITSM practices support organizational priorities and evolving enterprise needs
Build, mentor, and lead high‑performing, diverse teams while working transparently and collaboratively with peers
Engage appropriately with audit, regulatory, risk, and compliance functions to ensure adherence to required controls
Support governance of disaster recovery, business continuity, and resilience processes
Oversee budgeting and resource planning for ITSM functions to ensure services are delivered efficiently and cost‑effectively

Requirements

Post-secondary education in a relevant field such as Computer Science, Information Management, or MIS
A minimum of five years of experience in IT service management or a closely related leadership role
Strong proficiency with Microsoft Office tools including Word, Excel, PowerPoint, Teams, Project, Visio, and Outlook
Proven experience leading IT service management functions in a large-scale enterprise environment
Demonstrated ability to design, implement, and mature IT service management processes and procedures
Excellent communication, collaboration, and stakeholder engagement skills
Strong analytical and problem-solving abilities with attention to detail
Solid understanding of IT infrastructure concepts and industry trends
Experience working in a large enterprise production environment supporting critical, real-time services
Experience with Power BI development is an asset
Deep knowledge of IT service management frameworks and best practices, particularly ITIL
ITIL certification at the Foundation level or higher is required; additional relevant certifications are considered an asset
Hands-on experience with ITSM and operational tooling such as ServiceNow, Azure DevOps, or PagerDuty
Familiarity with monitoring and observability tools such as Splunk, AppDynamics, or similar platforms
Working knowledge of servers, networks, cloud platforms, and enterprise technologies is an asset.

Benefits

Comprehensive medical, dental, vision coverage
Life insurance
Disability coverage
Retirement program with generous matching employer contributions
Paid vacation, sick days, and holidays
Paid personal and maternity/parental leaves
Employee and Family Assistance Program
Annual incentive plan and long-term incentive plan

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT service managementITILautomationAI integrationChange ManagementRelease ManagementRoot Cause Analysisperformance metricsbudgetingresource planning

Soft Skills

leadershipcommunicationcollaborationstakeholder engagementanalytical skillsproblem-solvingcoachingteam buildingworkload balancinggoal setting

Certifications

ITIL FoundationITIL certificationrelevant certifications