ITSM Process Lead Process Excellence & Stakeholder Champion

Scotiabank; Toronto; On-site; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Diversity & Inclusion

Accessibility accommodations

Tuition assistance

Competitive rewards

Job summary

Scotiabank in Toronto is seeking an ITSM specialist to oversee ITSM processes, ensuring controlled execution aligned with policies and regulatory requirements. You will collaborate with business and CIO teams to document improvements and drive continuous optimization.

You will engage with development, operations and risk groups to ensure requirements are met, prioritize work, and champion a culture of service excellence across the bank.

Qualifications

• Fluency in English and Spanish (Asset).
• Experience in a technical domain such as software development, system administration / Operations, reliability and performance engineering, process engineering, resilience engineering, etc.
• Understanding of IT Service Management (ITSM) disciplines and frameworks, specifically IT Infrastructure Library (ITIL) is considered an asset.
• Familiar with Agile, DevOps, and System Reliability Engineering practices.
• Familiar with major process analysis techniques such as Value Stream Mapping, SixSigma, Hierarchical Task Analysis, System Mapping, etc.

Responsibilities

• Collaborate with business stakeholders, platform teams and CIO areas to document process improvements.
• Coordinate with reporting, risk, software development, operations and SRE to meet requirements and prioritise work.
• Oversee process ownership and continuous improvement initiatives.
• Demonstrate people and leadership skills in both people and non-people contexts.
• Support reporting and analytics design for ITSM initiatives.
• Engage stakeholders (risk, legal, audit) as required during development and execution.
• Champion ITSM culture with ITSM Process/Product Owners, ITSM Platform team and Engineering.
• Improve internal and external communications to increase transparency.

Skills

ITSM knowledge

Stakeholder collaboration

Process improvement

English (fluent)

Spanish (basic)

Job description

Scotiabank in Toronto is seeking an ITSM specialist to oversee ITSM processes, ensuring controlled execution aligned with policies and regulatory requirements. You will collaborate with business and CIO teams to document improvements and drive continuous optimization.

You will engage with development, operations and risk groups to ensure requirements are met, prioritize work, and champion a culture of service excellence across the bank.