ITSM Process Manager - Drive Service Excellence & Automation

MNP; Calgary; On-site; CAD 100,000 - 150,000; Full time

Benefits offered by this job

Generous base pay

Vacation time

4 paid personal days

Group pension plan 4% matching

Bonus programs

Flexible benefits

Mental health resources

MNP University

Dress For Your Day

Social events

Job summary

MNP is pursuing an ITSM Process Manager to lead governance, adoption, and continual improvement of ITSM processes across the organization. You will drive CMDB governance, monitor KPIs, and partner with technology teams to deliver reliable service and improved user experiences.

The role requires 4+ years in ITSM, experience with ITIL, ServiceNow, and CMDB concepts, plus strong analytical and stakeholder skills to influence cross-functional teams.

Qualifications

• At least 4 years of IT Service Management (ITSM) experience with 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 ability to interpret data and identify improvements.
• Experience leading process improvement, governance, or operational excellence initiatives.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Own governance, adoption, and continual improvement of ITSM processes to align with business goals.
• Establish and maintain process standards, controls, performance measures, and best practices for service delivery.
• Lead CMDB governance and ensure accurate configuration data and service relationships.
• Monitor service performance via KPIs, reporting, and trend analysis to improve reliability and user experience.
• Drive continuous improvement by addressing recurring issues, risks, and operational challenges.
• Leverage automation, analytics, AI, and other tech to streamline processes.
• Collaborate with technology teams, service providers, and stakeholders to drive adoption and alignment.
• Provide guidance and coaching on ITSM best practices across the organization.
• Coordinate major incident management and service improvement activities as needed.

Skills

ITSM principles (ITIL)

CMDB concepts

Analytical thinking

Problem solving

Stakeholder management

Cross-functional influence

Process improvement

Tools

ServiceNow

Job description

MNP is pursuing an ITSM Process Manager to lead governance, adoption, and continual improvement of ITSM processes across the organization. You will drive CMDB governance, monitor KPIs, and partner with technology teams to deliver reliable service and improved user experiences.

The role requires 4+ years in ITSM, experience with ITIL, ServiceNow, and CMDB concepts, plus strong analytical and stakeholder skills to influence cross-functional teams.