Itsm Manager/Lead Jobs

ITSM Manager/Lead

Montreal, Quebec (Day 1 Onsite)

Fulltime Permanent

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Bilingual - French and English is mandate.

Roles & Responsibilities:

ü Provide ITIL best practice service management consulting at a strategic, design, and operational level for the Customer’s environment

ü Build and maintain relationships by engaging business sponsors, key stakeholders, application teams, infrastructure teams, and project teams to establish creditability, solve problems, build consensus, and achieve objectives

ü Provide direction and coordination to the technical groups involved and coordinate with various stakeholders to identify resolution and next action. Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management

ü Understand the specific Process requirements of the Customer and gather the required inputs on Customer’s people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors

ü Ensuring key performance indicators are in place and the delivery targets (SLAs) are met.

ü Propose the Service Improvement plans (SIPs), if possible to the Customer / Service Manager for future Service improvement.

ü Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery

ü Contribute to design and solution development activities

ü Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting

ü Direct management responsibility for the team managing the ITIL processes in scope

ü Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes