Service Operations Lead Contract Length: 1 year Raise is currently hiring a Service Operations Lead on behalf of our client. Our Client, is one of the largest electrical energy suppliers in Canada.

The Service Operations

Lead in this role will support and enhance IT Service Management (ITSM) processes within a complex, multi-vendor technology setting. 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. 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. Minimum 9 years of experience in IT Service Management in large corporations.

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. Hands-on experience with ServiceNow and ITSM reporting tools Every contractor must supply their own Windows 11 Laptop computer for the duration of the assignment.

Every contractor must supply their own “Smart Phone”.This is needed to gain access to the Organizations network. We can help! We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.

We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.

📌 Business Intelligence Administrator | Full Time (Vancouver)
🏢 Ian Martin Group
📍 Vancouver