Job Title: IT Service Management Practice Lead Reports to: Senior Manager, IT Service Management Vacancy status: This posting is for an existing position. Purpose of the Role The IT Service Management Practice Lead assists with the strategic direction, governance, configuration oversight, transition of IT services, measuring, reporting, and operational support for the ITSM organization at LifeLabs. This role will focus on managing and maintaining the configuration of an organization's IT infrastructure, systems, applications, and software pertaining to the designated ITSM tool.

Ensuring that all components of the IT environment are properly documented, controlled, and measured to support efficient and reliable operations through the multiple ITIL practices. The ITSM Practice Lead, plays a critical role in maintaining the stability, consistency, and security of the IT environment by effectively managing configuration items and overseeing changes to these items throughout their lifecycle; governance in the maturity and continual service improvements, and a positive role model for IT and the ITSM team to promoting ITIL across the organization.

Your responsibilities will include: Configuration Management OversightConfiguration Management Is a Foundational Cornerstone Of a Capable ITSM Organization.

Ensure The Ongoing

Identification and Lifecycle Management of The IT Environment Is Crucial And Fulfilled By Configuration Management Planning: Develop and implement a configuration management plan that outlines processes, procedures, and best practices for managing the IT environment's configuration within the ITSM tool

Configuration Item Identification: Ensure ongoing identification and recording of all configuration items (CIs) within the IT infrastructure, including hardware, software, network components, databases, and applications

Configuration Documentation: Create and maintain accurate and up-to-date documentation for each configuration item, including specifications, dependencies, relationships, and version information

Service Portfolio Management: Create business/technical services along with application service maps as per Common Service Data Model (CSDM) framework

Change Management: Collaborate with change management teams to assess the impact of proposed changes to the IT environment and ensure that changes are properly authorized, tested, and implemented

Version Control: Manage versions and releases of software applications, ensuring that the latest and appropriate versions are used across the organization

Configuration Baselines: Define and maintain configuration baselines, which represent the stable and validated configurations that serve as a reference for future changes

Configuration Auditing: Conduct regular audits to verify that the actual configuration of IT components matches the documented configuration, identifying and rectifying discrepancies

Release Management: Coordinate the deployment of software releases and updates, ensuring that the configuration changes are executed smoothly and without disrupting services

Incident and Problem Management: Collaborate with incident and problem management teams to analyze and resolve configuration-related incidents and problems, minimizing their impact on operations

Compliance and Security:



Ensure that the IT environment adheres to regulatory requirements, industry standards, and security policies by enforcing consistent and secure configurations

Automation and Tools: Utilize configuration management tools to automate the tracking, documentation, and management of configuration items, making the process more efficient and accurate

Communication and Collaboration: Work closely with cross-functional teams, including development, operations, and support, to gather and share configuration-related information and updates

Continuous Improvement: Continuously assess and improve the configuration management processes to enhance efficiency, accuracy, and alignment with business goals

Training and Knowledge Sharing: Provide training and guidance to IT staff on configuration management practices, emphasizing the importance of maintaining accurate and up-to-date configuration documentation

Risk Management: Identify and mitigate potential risks associated with configuration changes, ensuring that changes are thoroughly tested, and their impacts are well understood

Reporting and Metrics: Generate regular reports and metrics on configuration management activities, such as compliance levels, audit results, and the status of configuration items Asset Management Oversight Implement Hardware Asset Management Solutions in Alignment with End User Computing and Infrastructure requirements for tracking Hardware Assets in the Organization

Accountable to take technical decisions for Asset management implementation practice and contribute to Standard Operating Procedures (SOPs) within Asset Management Space

Develop the process and procedure for lifecycle of hardware Assets and ensure the history of assets are tracked from purchase to disposal

Co-ordinate and ensure application of barcode labels to the IT asset records being received to the warehouse

Act as a point of contact for asset management related issues and resolution.

Collaborate with CMDB, Security and Data Governance teams to ensure CI (Configuration Item) and Asset relationship is intact for ensuring reliable SACM (Service Asset Configuration Management) practice in the organization

Generate report on IT assets for assisting in data driven decision making

Assist in Co-ordinating technology refresh projects for renewal of infrastructure and End User Asset inventory

Perform recurring audits to ensure accuracy in asset inventory ITIL Practices Coach Partner with ITSM peers on practice maturity initiatives, measuring/reporting, process revisions, etc., along with working/supporting interactions with IT. Each practice needs to tie back to the configuration management discipline, to successfully be able to measure and report on how IT and IT services are performing

Provide updates to the ITSM Senior Manager on risks, threats, opportunities, etc.

Provide back-up to individual practice focal during absences, or resourcing conflicts





Help with the culture shift to ensure the team can work in a broader sense which creates innovation and a value-driven mindset

Assist with various project initiatives such as road map deliverables, integrations, and or introductions of new subprocesses

Participate with IT coaching/education sessions where appropriate Service Catalog CustodianServices are the secondary pillar immediately following configuration management, and most impactful/visible, as it holds an organized and curated collection of business and information technology services within an enterprise. Lead the development and maintain a production visible catalog, that captures key attributes for the purpose of IT and end users to see, find, request, report issues

Work with IT, Service Owners, and the ITSM Senior Manager, to establish SLA and criticality

Help develop processes for the required artifacts needed for the successful onboarding of current IT services

Help develop reports that illustrate how various services are performing along with the service delivery capabilities of IT

Many of the core configuration management deliverables apply to service catalog administration ITIL Service Level ManagementThe main objective of SLM is to document how IT responds to operational business demands via the Service Desk. The level of IT services offered should be defined, agreed upon, tracked, measured, reviewed, and corrected as necessary

Offer and enhance business relationships and customer communications in combination with the Practice of Business Relationships Management

Ensure that IT develops specific and measurable targets for all IT services listed in the Service Catalog

Continually evaluate and raise client satisfaction with the caliber of the services provided

Make sure that the level of service to be provided is understood by both IT and customers.

Ensure service levels are subject to proactive, cost-effective continual improvements, even when meeting all agreed targets What You Will Bring To The Role Bachelor’s degree in engineering, Computer Science, or equivalent experience

5 years working experience in an ITSM organization with hands on experience/exposure in SACM and SLM

ITIL v3 or v4 foundation certification

CIS-HAM/SAM, CIS-Discovery and CSA certifications (preferred)

ServiceNow experiences with exposure to database structures, dashboards, and discovery

2-3 years working with an ITSM tool in an administration capacity

10 years in Information Technology

This role must be able to accurately assess technology risks, issues, and solutions

Leading and coordination of various technical SMEs with minimal supervision driving and delivering high-quality service Why Join Us?

Join LifeLabs and help shape the future of IT Service Management in a mission-driven healthcare organization. As the ITSM Practice Lead, you'll play a key role in advancing ITSM maturity, driving configuration management excellence, and improving service performance across the enterprise. Working with senior leaders and cross-functional teams, you'll have the opportunity to influence strategy, optimize ITSM processes, leverage platforms like ServiceNow and make a meaningful impact on technology services that support healthcare delivery across Canada.

Salary range: $96,255 - $122,727 CAD annually (commensurate with experience).

📌 IT Service Management Practice Lead (Toronto)
🏢 Lifelabs
📍 Toronto