Information Technology Service Management Consultant

Morson Talent (Canada & USA); Oshawa; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

Morson Talent is seeking a Senior IT Service Management Advisor in Oshawa. This role leads ITSM practices, ensuring adherence to ITIL standards while enhancing service efficiency. Ideal candidates possess strong incident management experience and a proven track record in ITSM roles, contributing to process improvement and operational resilience.

Qualifications

• Requires knowledge of Major Incident Management and ITSM processes.
• ITIL 4 Foundation Certification and a university degree or equivalent needed.
• Experience in ITSM practices, with the ability to lead incident resolution.

Responsibilities

• Lead ITSM practices ensuring compliance with ITIL-based processes.
• Facilitate resolution during major incidents and provide executive updates.
• Optimize ITSM tools and workflows driving measurable service delivery improvements.

Skills

ITIL

Incident Management

Change Management

Problem Solving

Leadership

Education

Four-year university degree in Business or Information Systems

ITIL 4 Foundation Certification

Tools

ServiceNow

MS Office

Job description

Morson Talent (Canada & USA) provided pay range

This range is provided by Morson Talent (Canada & USA). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$60.00 / hr - CA$85.00 / hr

Direct message the job poster from Morson Talent (Canada & USA)

Technical Recruiter @ Morson Group | Human Resources Management

Rate : $70- $85 / hr INC

Location : 3 days in office, Oshawa

On Call Requirement - Yes, 1 week every month

Number of Vacancies - 2

The Senior IT Service Management Advisor is a highly skilled Major Incident Commander responsible for leading and enhancing IT Service Management practices across the organization. This role ensures compliance with ITIL-based processes for incident, request, problem, change, knowledge, and release management, while promoting adoption, enabling tool capabilities, and driving service excellence. As the central authority during major incidents, the Senior ITSM Advisor facilitates resolution bridges, leads cross-functional collaboration, provides timely executive-level updates, and serves as a critical escalation point for internal teams and external vendors. They work closely with management to meet or exceed service benchmarks, minimize business disruption, and maintain stakeholder confidence. Additionally, the Senior ITSM Advisor supports the IT Service Management Office by backfilling key ITSM process roles as needed, contributing to operational resilience and continuous improvement.

JOB DUTIES

• Improve ITSM efficiency and compliance by maintaining and optimizing in-scope practices, resulting in increased process adherence and streamlined service delivery.
• Increase process clarity and team competency through effective facilitation of ITSM Practice meetings and continuous improvement initiatives within ServiceNow.
• Reduce incident resolution times and enhanced customer satisfaction by leading cross-functional ticket management and incident coordination efforts.
• Boost platform reliability and uptime by coordinating with technical teams to resolve complex infrastructure and system issues.
• Optimize ITSM tools and workflows through the application of Lean methods, driving measurable improvements in service delivery.
• Ensure timely issue resolution and service continuity by independently prioritizing and executing critical tasks under pressure.
• Improve ITSM performance metrics by analyzing data trends and implementing targeted mitigation strategies.
• Enhance process effectiveness and staff capabilities by delivering expert guidance on Service Transition and Service Operation functions.
• Increase understanding and adherence to ITSM processes through creation and presentation of targeted communication and training materials.
• Strengthen service quality and operational resilience by ensuring ITIL-compliant process execution.
• Improve vendor performance and incident resolution times by proactively collaborating with third-party service providers.
• Minimize business disruption and ensured timely recovery by leading Major Incident Bridges and maintaining detailed incident documentation.
• Accelerate resolution during outages by fostering clear, aligned cross-functional communication and collaboration.
• Increase long-term system stability by driving root cause analyses and implementing preventative solutions.
• Ensure real-time responsiveness and minimized impact by executing swift actions during IT emergencies.
• Maintain stakeholder confidence and alignment by translating complex technical issues into clear, actionable updates during Major Incidents.
• Enable informed executive decision-making by delivering high-quality reports detailing incident impact and resolution progress.
• Increase service stability and audit readiness by aligning Major Incident processes with ITIL standards and governance frameworks.
• Enhance escalation workflows and process effectiveness through active participation in ITSM process improvement initiatives.
• Reduce repeat incidents and improved service availability by identifying and addressing recurring problems through data driven analysis.
• Strengthen future incident response by leading post-incident reviews and embedding lessons learned into operations.
• Cultivate a high-performing, improvement-oriented culture by promoting cross-functional collaboration and continuous service enhancement.

EDUCATION

• Role requires knowledge of Major Incident Management and ITSM processes. Facilitating ITIL-based service management practices. Ensuring compliance with ITSM frameworks, governance, and IT policies. Providing guidance and consultation on IT Service Management (ITSM) methodologies.
• This knowledge is considered to be normally acquired either through the successful completion of a four-year university degree in Business, Information Systems, or by having the equivalent level of education in a related field. ITIL 4 foundation Certification required (Managing Professional or Strategic Leader preferred).
• Project Management Professional (PMP) or PRINCE2 an asset. Other IT Service Management frameworks (such as ISO / IEC 20000, 27000, 9000, COBIT, and Six Sigma) are an asset

EXPERIENCE

• The role requires experience in IT Service Management (ITSM) practices, with a solid understanding of ITSM frameworks, processes, and the ability to work independently under pressure. Requires strong organizational, prioritization, time management, analytical and problem solving abilities, as well as excellent verbal and written communication skills.
• Requires extensive technical knowledge in computer hardware / software maintenance, experience managing Major Incidents in enterprise IT environments, and a strong understanding of ServiceNow or similar platforms.
• The ability to lead crisis response efforts, make high-impact decisions, drive incident resolution, and facilitate structured and efficient Major Incident calls is essential.
• The role also demands decisiveness, proactivity, and comfort in high-stakes environments, with a deep understanding of ITIUITSM frameworks, particularly Incident, Problem, and Change Management. Proficiency in MS Office, PowerPoint, Project, and Visio is required.
• Experience in regulated or public sector environments, with knowledge of compliance standards like PHIPA, FIPPA, PCI-DSS, and ISO 27001, is considered an asset. A period of over 4 years and up to and including 6 years is considered necessary to gain this experience.
• Look for candidates who have a track record of not just maintaining processes, but driving tangible improvements, leading organizational change, and maturing ITSM practices from an immature baseline to a high-performing state.
• Seek Self-Starters with Initiative :
• Target individuals who demonstrate initiative, autonomy, and a proactive approach—those who don’t wait for direction but actively identify issues and opportunities, and drive solutions independently.
• Focus on Real-World Accomplishments :
• Go beyond certifications and theoretical knowledge. Prioritize candidates who can provide concrete examples of their impact, such as leading successful ITSM deployments, CMDB consolidations, or ServiceNow analytics / reporting projects in complex environments.
• Assess Communication and Influence Skills :
• Ensure candidates can confidently communicate with stakeholders at all levels, translate technical details for business audiences, and influence teams to adopt new processes and tools.
• Validate Experience in Process Maturation :
• Ask for specific stories where the candidate has taken an immature or broken process and successfully transformed it—what steps they took, how they overcame resistance, and the measurable results achieved.
• Test for Strategic and Analytical Thinking :
• Probe for candidates’ ability to analyze data, identify trends, and use insights to drive continuous improvement and automation within ITSM frameworks.
• Insist on a Culture Fit for High Performance :
• Screen for individuals who thrive in fast-paced, high-pressure, and ambiguous environments—those who are comfortable making high-impact decisions and taking ownership of outcomes.
• Verify Local Presence and Availability :
• Confirm that shortlisted candidates are based in the GTA and are available for hybrid work as requirement (3 days in office and 2 days remote).
• Check References for Leadership and Results :
• When checking references, specifically ask about the candidate’s ability to lead, influence, and deliver results in process improvement and ITSM maturity initiatives.
• Don’t Settle for Average :
• Set a high bar—do not present candidates who only meet the minimum requirements. Only submit those who clearly stand out for their drive, leadership, and history of organizational impact.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Contract

Job function

Job function

Information Technology

Utilities

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