ITSM Operations Lead: Incident, Change & Service Desk

S.I. Systems Ltd.; Vancouver; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

S.I. Systems Ltd. in Vancouver seeks a Service Operations Lead (ITSM) to drive ITSM in a complex, multi-vendor environment.

You will own Incident, Problem, and Request Management, govern the Service Desk, and oversee customer satisfaction while supporting IT Change Management using ITIL practices. The role emphasizes data-driven improvements, RCA sessions, and collaboration with internal stakeholders and external providers to elevate IT service performance.

Qualifications

• Minimum 9 years of IT Service Management experience in large corporations.
• Experience working within multi-vendor or SIAM environments.
• Experience developing ITSM processes, policies, SOPs, and governance frameworks.
• ITIL Certified with demonstrated experience in Incident, Problem, Request, and IT Change Management processes.
• Provide oversight of Major Incident Management, ensuring process compliance and continual service improvement.
• Hands-on experience with ITSM reporting tools.

Responsibilities

• Manage and coordinate Incident, Problem, and Request Management processes, including Major Incident Management activities.
• Provide operational oversight of outsourced Service Desk services, ensuring alignment with service levels and standards.
• Monitor service performance, customer satisfaction, and service desk effectiveness through reporting and trend analysis.
• Oversee customer complaint and satisfaction processes, identifying trends and improvement opportunities.
• Facilitate Root Cause Analysis (RCA) sessions and coordinate corrective actions to address recurring issues.
• Support IT Change Management processes, including low-risk change reviews, CAB coordination, outage communications, and governance.
• Conduct User Acceptance Testing (UAT) and support ServiceNow enhancements and upgrades.
• Develop and maintain ITSM processes, procedures, standards, and training materials.
• Ensure compliance with ITIL processes and governance requirements.
• Produce operational and executive reporting to support decision-making and performance improvement.

Skills

IT Service Management

Multi-vendor / SIAM

ITIL Certified

Incident Management

Problem Management

Change Management

Stakeholder Management

Data Analysis

ServiceNow

Governance

Education

University degree

Tools

ServiceNow

Job description

S.I. Systems Ltd. in Vancouver seeks a Service Operations Lead (ITSM) to drive ITSM in a complex, multi-vendor environment.

You will own Incident, Problem, and Request Management, govern the Service Desk, and oversee customer satisfaction while supporting IT Change Management using ITIL practices. The role emphasizes data-driven improvements, RCA sessions, and collaboration with internal stakeholders and external providers to elevate IT service performance.