It Service Management Lead

The IT Service Management Lead oversees various functions to facilitate the delivery of I&IT

services to the employees individually and the organization in its entirety. The key responsibility is to ensure that service delivery and support processes are on track for consistently delivering an elevated level of customer service efficiently and cost-effectively.

The IT Service Management Lead role embraces both the creation and maintenance of service guidelines for the team.

What You Will Be Doing:

• Ensures consistency in the IT service management (ITSM) strategy (leveraging IT
• Attend client service review meetings; areas covered will include performance reports,
• Liaises with I&IT team members to establish integration and collaboration (such as
• Library [ITIL] v3 concepts), and coordinates with ITSM and IT infrastructure
• IT team members.
• Spending within the budget is adhered to. This will include monitoring licensing and
• IT SDM to build and create a Change Advisory Board (CAB). After that, the IT SDM will
• A standing member of the CAB. Develops continuous improvement measurements for
• Performs high-level monitoring and review of critical success factors (CSFs) and key performance indicators (KPIs) specific to the execution of the change management process.
• ITSM process, including CSFs, KPIs, and associated metrics.
• Lead end-to-end management of the ITSM process by engaging all sourcing partners
• Service improvements, quality, and processes.
• Ensure reports are provided to an agreed schedule (or on request), including management
• Define and ensure SLAs related to contracted services and escalation flows are in place.
• Against the budget and identifying cost-saving opportunities.
• Work with the Director of Information Technology to create the fiscal budget and ensure
• And account performance reports in Excel and Jira.
• Processes.
• Problem, configuration, and release management).
• Obtains business and IT senior management support for the change management process and its associated procedures.

What We Are Looking For:

• Extensive experience with setting up SLA for I&IT teams.
• 7+ years of overall experience in progressive roles.
• Experience with auditing procedures.
• Experience with the Government is a very strong asset.
• Experience creating presentations and decks for senior level leadership.
• Extensive experience with ITIL.
• 3+ years of experience as an IT Service Management Lead or in a similar role.
• Experience creating and maintaining reports and dashboards.