Job DescriptionJob Description ROLE: SERVICE/PROCESS MANAGER
TORONTO - HYBRID - FULLTIME

10 YRS EXP.
PRIMARY SKILLS: ITIL Cross Functional Service Management, Service management process analyst

Design the end-to-end service-management processes needed to introduce, operate and scale AI-enabled capabilities, covering intake, provisioning, support, incident and problem management, change/release, knowledge, monitoring, service levels and continuous improvement. Requires 10 years in service or process design with robust ITIL-based practice, journey and process mapping, RACI and control design, operational readiness, runbook creation and KPI/SLA definition; technical literacy should include ServiceNow, Jira/Confluence, Teams support channels, IAM/access workflows, GitHub-based delivery, Copilot Studio and LLM services, plus observability and telemetry platforms such as AppInsights, Log Analytics, Dynatrace, PagerDuty and GetDX so support models are measurable and production-ready.

📌 SERVICE / PROCESS DESIGNER (Toronto)
🏢 Epsilon Solutions
📍 Toronto