ITIL Specialist: ITSM Governance & CSI Expert

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

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