ITSM Process Manager

Heritage Computer Services; Calgary; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

4 paid personal days

Group pension plan with 4% matching

Bonus programs

Flexible benefits

Mental health resources

Professional development assistance

Job summary

MNP is seeking an ITSM Process Manager to govern and continually improve ITSM processes, aligning with business objectives and improving service delivery. You will lead CMDB governance, monitor KPIs, and drive automation and analytics to enhance reliability and user experience.

You will collaborate with technology teams and business stakeholders, providing guidance and coaching on ITSM best practices, and support major incident management and service improvement initiatives.

Qualifications

• At least 4 years of experience with IT Service Management (ITSM) principles and frameworks (e.g., ITIL).
• Experience with ServiceNow administration, configuration, or process management.
• Knowledge of Configuration Management Database (CMDB) concepts, governance, and best practices.
• Strong analytical and problem-solving skills with the ability to interpret data and identify improvement opportunities.
• Experience leading process improvement, governance, or operational excellence initiatives.
• Excellent communication, stakeholder management, and relationship-building abilities.
• Ability to influence cross-functional teams and drive organizational change.

Responsibilities

• Own the governance, adoption, and continual improvement of ITSM processes, ensuring alignment with business and operational objectives.
• Establish and maintain process standards, controls, performance measures, and best practices to support effective service delivery.
• Lead Configuration Management and CMDB governance, ensuring configuration data, service relationships, and operational information remain accurate and reliable.
• Monitor service performance through KPIs, reporting, and trend analysis, identifying opportunities to improve reliability, efficiency, and user experience.
• Drive continuous improvement initiatives by addressing recurring issues, service risks, and operational challenges.
• Leverage automation, analytics, AI, and other technology solutions to streamline processes and enhance operational effectiveness.
• Partner with technology teams, service providers, and business stakeholders to drive process adoption and organizational alignment.
• Provide guidance, communication, and coaching to support ITSM best practices across the organization.
• Coordinate and support major incident management and service improvement activities as required.

Skills

ITSM principles

ITIL

ServiceNow

CMDB concepts

Analytical skills

Process improvement

Stakeholder comms

Cross-functional influence

Job description

Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change.

Make an impact with our Business Technology Services team as an ITSM Process Manager. This diverse team of tech-savvy problem solvers embraces digital transformation, and the possibilities technology brings to the future of our industry. As a trusted advisor, you’ll help connect people, processes, and technology to deliver reliable support, modern digital experiences and scalable solutions to help our team members work smarter, faster, and more effectively.

MNP is proudly Canadian. Providing business strategies and solutions, we are a leading national accounting, tax and business advisory firm in Canada. Entrepreneurial to our core, our talented team members transcend obstacles into opportunities and are successfully transforming mid-market business practices.

Responsibilities

• Own the governance, adoption, and continual improvement of IT Service Management (ITSM) processes, ensuring alignment with business and operational objectives
• Establish and maintain process standards, controls, performance measures, and best practices to support effective service delivery
• Lead Configuration Management and CMDB governance, ensuring configuration data, service relationships, and operational information remain accurate and reliable
• Monitor service performance through KPIs, reporting, and trend analysis, identifying opportunities to improve reliability, efficiency, and user experience
• Drive continuous improvement initiatives by addressing recurring issues, service risks, and operational challenges
• Leverage automation, analytics, AI, and other technology solutions to streamline processes and enhance operational effectiveness
• Partner with technology teams, service providers, and business stakeholders to drive process adoption and organizational alignment
• Provide guidance, communication, and coaching to support ITSM best practices across the organization
• Coordinate and support major incident management and service improvement activities as required

Skills and Experience

• At least 4 years of experience with IT Service Management (ITSM) principles and frameworks (e.g., ITIL)
• Experience with ServiceNow administration, configuration, or process management
• Knowledge of Configuration Management Database (CMDB) concepts, governance, and best practices
• Strong analytical and problem-solving skills with the ability to interpret data and identify improvement opportunities
• Experience leading process improvement, governance, or operational excellence initiatives
• Excellent communication, stakeholder management, and relationship-building abilities
• Ability to influence cross-functional teams and drive organizational change

MyRewards@MNP

With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible 'Dress For Your Day' environment, firm sponsored social events and more!

Diversity@MNP

We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply!