ITIL Specialist

Softchoice; Toronto; On-site; CAD 77,000 - 102,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Paid time off

Employee discounts

Job summary

Softchoice is seeking an ITSM governance specialist to drive incident management, request fulfillment, and SLA oversight across our Managed Services operations in Canada. You will own KPI visibility, dashboards, and continual service improvement initiatives, partnering with customer success to ensure service quality and governance alignment.

Ideal candidates bring 5+ years in ITSM governance, ITIL 4 Foundation, and hands-on ServiceNow experience to enable data-driven improvements and robust

Qualifications

• 5+ years of ITSM governance, service management, or IT process management.
• ITIL 4 Foundation certification required; ITIL 4 Managing Professionals or similar preferred.
• Experience owning ITSM governance frameworks for Incident Management, Request Fulfillment, and SLA Management.
• Strong analytical ability to build KPI frameworks and interpret metric trends.
• Hands-on with ServiceNow workflow configuration, reporting, and SLA management.
• Excellent communication and facilitation skills.

Responsibilities

• Govern Incident Management, Request Fulfillment, and SLA practices.
• Define KPIs, dashboards, and reporting for governance.
• Lead CSI and continual service improvement programs.
• Coordinate with stakeholders across Managed Services and Customer Success.
• Ensure compliance and audit readiness.

Skills

ITSM governance

Data analysis

CSI/continual service improvement

Stakeholder communication

ITIL knowledge

Education

ITIL 4 Foundation

Tools

ServiceNow

Job description

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Company: Softchoice

Whyyou’lllove Softchoice

At Softchoice, a World Wide Technology (WWT) company, we work together to make a new world happen. As an IT solutions provider serving U.S. commercial and SMB organizations, as well as the entire Canadian market, we help organizations turn ambition into real‑world outcomes. We do this through the delivery of secure cloud, AI, software and digital workplace solutions that enable agility, innovation and growth.

With a highly engaged, high-performing team, we are certified as a Great Place to Work® in both Canada and the United States, and have been recognized as a Best Workplace in Canada for more than 20 years. We stand proudly for our people and their success through career development and advancement, and continuously strive to do what’s good for our people and communities.

As part of WWT, we connect customers to the global scale, advanced innovation, world-class partnerships, and deep expertise of a leader in AI and digital transformation. This includes access to WWT’s Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software that enables customers and partners to conceptualize, test, and validate innovative solutions before deploying them at scale.

The impact you will have:

As Managed Services Operations expands into an enterprise-scale ITSM mandate, we need a dedicated practitioner who can drive governance, performance visibility, and continual improvement across our core service management practices.

The ITIL Specialist role is anchored in governance, analytics, and continual service improvement. You will own the KPI and SLA visibility layer for Incident Management & Request Fulfillment, drive CSI initiatives across all ITSM practices, and ensure the operating model stays disciplined and measurable as scope grows.

This is a practitioner-level position for someone with deep ITIL knowledge and the analytical capability to translate operational data into structured improvement programs. You will work alongside the existing Service Management Excellence Office team complementing the facilitation and practice delivery work already underway.

What you'll do:

ITSM governance and practice ownership

• Own the governance framework for Incident Management, Request Fulfillment, and Service Level Management defining practice standards, operating procedures, escalation thresholds, and compliance checkpoints.
• Serve as the ITSM practice authority within Service Management Team providing guidance to ITSM Administrators, Technical Delivery engineers, and Platform Engineers on process adherence and best practice application.
• Maintain and publish the ITSM Practice Framework documentation capturing current operating standards, practice ownership assignments, and process interdependencies across the full ITSM scope.
• Lead the quarterly ITSM practice review cycle assessing process conformance, surfacing gaps, and driving alignment across Managed Services, Operations Engineering, and Customer Success.
• Define and enforce escalation criteria, priority matrices, and SLA breach protocols across all governed practices ensuring consistent application across teams and customer environments.
• Act as the ITSM governance point of contact for audit, compliance, and regulatory requirements that intersect with service management operations.

KPI, SLA, and performance analytics

• Own the KPI and SLA performance visibility layer for Service Management governance by defining metrics, building reporting frameworks, and maintaining dashboards that reflect practice health across all governed areas.
• Produce regular operational performance reports for leadership and stakeholder audiences by translating metric data into business-relevant insight on service quality, SLA compliance, and practice maturity.
• Monitor leading and lagging indicators across Incident, Request, and SLM practices by identifying performance trends, capacity signals, and process adherence issues before they become incidents or breaches.
• Conduct variance analysis on SLA performance investigating breach patterns, identifying root contributors (people, process, or system), and driving structured remediation.
• Maintain a CSI metrics register that tracks the outcome of improvement initiatives over time demonstrating measurable impact on practice performance.
• Partner with Service Delivery Managers and Customer Success teams to ensure customer-facing SLA reporting is accurate, consistent, and aligned to contractual obligations.
• Lead the ITSM Continual Service Improvement program identifying, scoping, and driving improvement initiatives across all governed practices.
• Conduct structured problem analysis and trend reviews across recurring incident patterns, SLA breaches, and process exceptions translating findings into prioritized improvement actions.
• Facilitate post-incident reviews for major incidents and high-impact SLA failures ensuring improvement actions are captured, assigned, and tracked to resolution.
• Drive process optimization initiatives that reduce operational friction, improve ticket quality, reduce mean time to resolve (MTTR), and improve SLA attainment.
• Maintain a structured CSI register and report on improvement initiative status, outcomes, and value delivered on a quarterly basis.
• Champion ITSM best practice adoption across the broader Managed Services organization by coaching practitioners on process conformance and driving cultural alignment with ITIL principles.

Tooling and workflow governance

• Own the ITSM workflow configuration governance layer in ServiceNow ensuring platform configurations reflect current process standards and that changes to workflows are reviewed, approved, and documented.
• Partner with ITSM Administrators on platform changes that affect governed practices providing process requirements, impact assessment, and post-implementation validation.
• Identify tooling gaps that create process friction or data quality issues, and drive resolution through configuration changes, enhancements, or integration improvements.
• Maintain a tooling configuration baseline for governed practice areas ensuring platform state is documented and aligned to approved operating standards.

Stakeholder engagement and practice enablement

• Lead structured stakeholder engagements across Managed Services, Technical delivery, and Customer Success to socialize practice standards, collect process feedback, and drive adoption of governance updates.
• Deliver ITSM practice enablement sessions for new and existing team members, covering process standards, escalation procedures, and tooling workflows.
• Represent the team in cross-functional working groups, change advisory board (CAB) sessions, and operational review meetings as the ITSM governance voice.
• Provide mentorship and guidance to junior ITSM practitioners on process conformance, escalation handling, and best practice application.

What you'll bring to the table:

Required experience and qualifications

• 5+ years of experience in ITSM governance, service management operations, or IT process management within a managed services or enterprise IT environment.
• ITIL 4 Foundation certification required; ITIL 4 Managing Professionals or ITIL 4 Practice Manager or ITIL 4 Specialist: Drive Stakeholder Value / High Velocity IT strongly preferred.
• Demonstrated experience owning ITSM governance frameworks specifically Incident Management, Request Fulfillment, and Service Level Management, at a practitioner level.
• Strong analytical capability: able to build KPI frameworks, interpret metric trends, conduct variance analysis, and communicate performance insight to leadership audiences.
• Proven experience leading Continual Service Improvement program, including defining improvement initiatives, tracking outcomes, and demonstrating measurable impact.
• Hands-on familiarity with ITSM platforms specifically ServiceNow, including workflow configuration, reporting, and SLA management modules.
• Excellent communication and facilitation skills: able to lead governance reviews, present to leadership, and drive alignment across cross-functional stakeholders.

Preferred qualifications:

• Experience in a Managed Services Provider (MSP) environment with direct exposure to multi-customer ITSM operations and customer-facing SLA governance.
• Familiarity with CMDB, Problem Management, Change Management, and Configuration Management at a practitioner level: understanding cross-practice dependencies.
• Experience building or maturing ITSM practice frameworks in a post-merger or portfolio consolidation context.
• Exposure to ITSM tooling administration: ServiceNow platform configuration and workflow design is an asset.
• Post-secondary education in Information Technology, Business Technology Management, or a related discipline.
• Fluency in French an asset.

Compensation:

A reasonable estimate of the current base pay range for this position in Canada is $76,550 to $102,000, annually + 10% as target incentives.

Actual salary will be based on a variety of factors, including location, experience, skill set, education, and related certification. The range for this position in other geographic locations may differ.

Softchoice offers a comprehensive and competitive benefit plan to all full-time employees, which includes:

• Health and Wellbeing: Medical and Dental Care, Employee & Family Assistance Program
• Financial Benefits: RRSP/DPSP Retirement Savings Plan with Company Matching, Life and Disability Insurance
• Paid Time Off: Vacation and Sick Leave, Holidays, Parental Leave, Volunteer Days, Bereavement Leave
• Additional Perks: Employee Discount Program

We understand that not everyone brings 100% of the skills and experience for the role. At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

Why You’ll Love Working Here:

• The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
• High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
• Flexibility: Plan your workdays in a way that suits you best
• Award-Winning Workplace: Proudly recognized as a Great Place to Work for 21 consecutive years
• Inclusive Culture: We are committed to a company culture where every team member can be their authentic self
• Competitive Benefits: Benefit from competitive perks that start on day one

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:

We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly [e-mail] . We are committed to working with you to best meet your needs.

Our commitment to your experience:

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.