Elevate your career as an ITIL Governance Specialist at Softchoice, a World Wide Technology company, where your expertise in ITSM frameworks will drive service excellence. This role focuses on performance visibility and continuous improvement in a hybrid workplace. As a key player in Softchoice's Managed Services Operations, you'll own the governance layer for Incident Management, Request Fulfillment, and Service Level Management.
Your deep ITIL knowledge will ensure compliance and process adherence, while you collaborate with the Service Management Excellence Office to enhance service delivery. Key Responsibilities:
Own ITSM governance frameworks and operating standards
Lead quarterly ITSM practice reviews and process assessments
Define and enforce escalation and SLA breach protocols
Build KPI frameworks and reporting metrics
Drive continual service improvement initiatives Requirements:
5+ years in ITSM governance and service management
ITIL 4 Foundation certification; advanced certifications preferred
Experience with ServiceNow platform and ITSM practices
Solid analytical and communication skills
Proven track record in service improvement projects Make an impact through ITSM governance and continuous improvement at Softchoice.