Senior IT Operating Model Lead: Azure & ServiceNow

S I Systems; Ottawa, Toronto, Montreal; On-site; CAD 96,000 - 165,000; Full time

Job summary

S.I. Systems Ltd. in Ottawa seeks a Senior IT Operating Model Lead to redesign how the central infrastructure team delivers IT services as automation, AI, and cloud tools expand.

You will design the target operating model, draft service offerings, and write future-state processes while coordinating with ServiceNow and provisioning tools. The role is a one-year contract with potential extension, 7.5 hours per day, on-site in Ottawa, prioritizing candidates available to work 12 days a month

Qualifications

• Senior-level experience designing and implementing an IT operating model or IT service delivery model.
• Hands-on experience producing IT process documentation, service definitions (SLAs), and support agreements.
• Experience assessing current-state IT operations and translating future-state capabilities into practical changes.
• Proven experience with incident management, service request fulfilment, and service catalogue management.
• Experience with ServiceNow in an IT service delivery context (catalogue items, workflows, or support processes).
• Experience redesigning infrastructure services as part of automation or cloud adoption initiatives.

Responsibilities

• Assess how the central infrastructure team delivers and supports services today.
• Lead the design and documentation of the target operating model, including governance and operating routines.
• Facilitate workshops with senior stakeholders to align the model with IT priorities.
• Write future-state process documentation for incident management, service requests, and escalation.
• Define infrastructure service offerings and draft support agreements with clear ownership and handoffs.
• Work with ServiceNow to translate designs into catalogue items and workflows.
• Coordinate with provisioning tools like Terraform and Ansible for approvals and exceptions.
• Partner with project managers and architects to sequence implementation and adoption.
• Define and track operational metrics and benefits.

Skills

IT operating model

Service delivery model

Incident management

ServiceNow

Automation

Cloud adoption

Tools

Terraform

Ansible

ServiceNow

Job description

S.I. Systems Ltd. in Ottawa seeks a Senior IT Operating Model Lead to redesign how the central infrastructure team delivers IT services as automation, AI, and cloud tools expand.

You will design the target operating model, draft service offerings, and write future-state processes while coordinating with ServiceNow and provisioning tools. The role is a one-year contract with potential extension, 7.5 hours per day, on-site in Ottawa, prioritizing candidates available to work 12 days a month