Service Operations Lead (ITSM) to support and enhance IT Service Management (ITSM) processes within a complex, multi-vendor technology environment. - 7326 Our client is searching for

Service Operations Lead (ITSM)

to support and enhance IT Service Management (ITSM) processes within a complex, multi-vendor technology environment. - 7326

1 year contract, Hybrid in Greater Vancouver, 37.5 hrs a week

**Please note that for the successful candidate will be required to provide and use their own laptop for the duration of the contract.

This role is primarily focused on

Incident, Problem, and Request Management , customer satisfaction oversight, and Service Desk governance, while also providing support for

IT Change Management

activities. The successful candidate will leverage ITIL best practices to drive operational excellence, ensure service quality, identify improvement opportunities through data analysis, and work collaboratively with internal stakeholders and external service providers to improve IT service performance.

Must Have

Minimum 9 years of experience in

IT Service Management in large corporations.

Experience working within

multi-vendor or SIAM environmen ts.

Experience developing

ITSM processes, policies, SOPs, and governance frameworks.

ITIL Certified

with demonstrated experience in Incident, Problem, Request, and IT Change Management processes.

Provide oversight of the

Major Incident Management process, ensuring process compliance,

effective stakeholder communications, and continual service improvement.

Excellent stakeholder management, communication, facilitation, and problem-solving skills.

Proven experience driving service performance improvements and operational excellence.

Self-motivated professional with the ability to work independently and influence positive operational outcomes.

Hands-on experience with ServiceNow and ITSM reporting tools

University degree or equivalent combination of education and experience.

Key Responsibilities

Manage and coordinate Incident, Problem, and Request Management processes, including Major Incident Management activities.

Provide operational oversight of outsourced Service Desk services,



ensuring alignment with service level expectations and organizational standards.

Monitor service performance, customer satisfaction, and service desk effectiveness through reporting, and trend analysis.

Oversee customer complaint and satisfaction processes, identifying trends and improvement opportunities.

Facilitate Root Cause Analysis (RCA) sessions and coordinate corrective actions to address recurring issues.

Support IT Change Management processes, including low-risk change reviews, CAB coordination, outage communications, and change governance activities.

Conduct User Acceptance Testing (UAT) and support ServiceNow enhancements and upgrades.

Develop and maintain ITSM processes, procedures, standards, and training materials.

Ensure compliance with ITIL processes, organizational policies, and technology governance requirements.

Produce operational and executive reporting and provide insights to support decision-making and performance improvement.

Our client is searching for

Service Operations Lead (ITSM)

to support and enhance IT Service Management (ITSM) processes within a complex, multi-vendor technology workplace. - 7326

1 year contract, Hybrid in Greater Vancouver, 37.5 hrs a week

**Please note that for the successful candidate will be required to provide and use their own laptop for the duration of the contract.

This role is primarily focused on

Incident, Problem, and Request Management , customer satisfaction oversight, and Service Desk governance, while also providing support for

IT Change Management

activities. The successful candidate will leverage ITIL best practices to drive operational excellence, ensure service quality, identify improvement opportunities through data analysis, and work collaboratively with internal stakeholders and external service providers to improve IT service performance.

Must Have

Minimum 9 years of experience in





IT Service Management in large corporations.

Experience working within

multi-vendor or SIAM environmen ts.

Experience developing

ITSM processes, policies, SOPs, and governance frameworks.

ITIL Certified

with demonstrated experience in Incident, Problem, Request, and IT Change Management processes.

Provide oversight of the

Major Incident Management process, ensuring process compliance,

effective stakeholder communications, and continual service improvement.

Excellent stakeholder management, communication, facilitation, and problem-solving skills.

Proven experience driving service performance improvements and operational excellence.

Self-motivated professional with the ability to work independently and influence positive operational outcomes.

Hands-on experience with ServiceNow and ITSM reporting tools

University degree or equivalent combination of education and experience.

Key Responsibilities

Manage and coordinate Incident, Problem, and Request Management processes, including Major Incident Management activities.

Provide operational oversight of outsourced Service Desk services, ensuring alignment with service level expectations and organizational standards.

Monitor service performance, customer satisfaction, and service desk effectiveness through reporting, and trend analysis.

Oversee customer complaint and satisfaction processes, identifying trends and improvement opportunities.

Facilitate Root Cause Analysis (RCA) sessions and coordinate corrective actions to address recurring issues.

Support IT Change Management processes, including low-risk change reviews, CAB coordination, outage communications, and change governance activities.

Conduct User Acceptance Testing (UAT) and support ServiceNow enhancements and upgrades.

Develop and maintain ITSM processes, procedures, standards, and training materials.

Ensure compliance with ITIL processes, organizational policies, and technology governance requirements.

Produce operational and executive reporting and provide insights to support decision-making and performance improvement.

Disclaimer:

AI may be used in evaluating candidates.

This posting is for an existing vacancy.

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📌 Service Operations Lead (ITSM) to support and enhance IT Service Management (ITSM) processes within
🏢 S.I. Systems
📍 Winnipeg