Senior IT Operating Model Lead to design and implement the processes, service offerings, and support agreements needed to operate an enterprise Microsoft Azure environment.

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

Senior IT Operating Model Lead to design and implement the processes, service offerings, and support agreements needed to operate an enterprise Microsoft Azure environment.

Job Type: Contract

Positions to fill: 1

Start Date: Jan 11, 2027

Job End Date: Jan 10, 2028

Pay Rate: Hourly: Negotiable

Job ID: 156021

Our client is seeking a Senior IT Operating Model Lead to redesign how its central infrastructure team delivers and supports IT services as it expands its use of automation, AI, and cloud tools.

The central infrastructure team is changing how it works as more services are provisioned through automation and supported using new tools. The successful candidate will help define how those services are offered, who owns and supports them, and how teams handle requests, incidents, and exceptions. The role combines target operating model design with hands-on delivery, including writing process documentation, developing support agreements, and working with the ServiceNow team to put new workflows into practice.

(Initial one-year contract with a possibility of extension. 7.5 hours per day, Monday to Friday in Ottawa, ON. Candidates with the ability to work 12 days a month on-site will be prioritized.)

Responsibilities

• Assess how the central infrastructure team delivers and supports services today. Identify how automation, AI, and cloud adoption will affect its processes, capabilities, roles, and handoffs.
• Lead the design and documentation of the target operating model, including capability models, value streams, process architecture, team responsibilities, governance, decision rights, and operating routines.
• Facilitate workshops with senior stakeholders, service owners, and technical teams to agree on operating principles, make design decisions, and align the model with broader IT priorities.
• Write future-state process documentation for incident management, service request fulfilment, service catalogue management, and escalation.
• Define infrastructure service offerings and draft support agreements that specify service scope, ownership, support expectations, and handoffs between teams.
• Work with the ServiceNow team to translate service and process designs into catalogue items, request workflows, and support routing.
• Work with infrastructure and automation teams to define where ServiceNow workflows connect to provisioning tools such as Terraform and Ansible, including how approvals, exceptions, and failed requests are handled.
• Partner with project managers, OCM specialists, and technical architects to sequence implementation, manage dependencies, and prepare teams to adopt the new processes.
• Define and track operational metrics and expected benefits, such as request turnaround, fulfilment failures, and incident routing accuracy.

Must Haves

• Senior-level experience designing and implementing an IT operating model or IT service delivery model within an enterprise infrastructure or IT operations environment.
• Hands-on experience producing IT process documentation, service definitions (SLAs), and support agreements that clarify ownership, handoffs, and escalation paths.
• Experience assessing current-state IT operations and translating future-state capabilities, governance, and process designs into practical changes.
• Practical experience with incident management, service request fulfilment, and service catalogue management.
• Experience working with ServiceNow in an IT service delivery context, such as defining requirements for catalogue items, workflows, or support processes.
• Experience redesigning infrastructure services or IT operations as part of an automation or cloud adoption initiative.
• Ability to facilitate decisions with senior stakeholders and work directly with technical and operational teams to implement them.

Nice to Have

• Experience defining requirements for automated infrastructure provisioning, particularly where ServiceNow workflows connect to Terraform or Ansible.
• Experience defining service offerings or support models for Microsoft Azure infrastructure or platform services.
• Practical experience applying AI tools to IT service delivery workflows or using them to accelerate process analysis and documentation.

Responsibilities

• Assess how the central infrastructure team delivers and supports services today. Identify how automation, AI, and cloud adoption will affect its processes, capabilities, roles, and handoffs.
• Lead the design and documentation of the target operating model, including capability models, value streams, process architecture, team responsibilities, governance, decision rights, and operating routines.
• Facilitate workshops with senior stakeholders, service owners, and technical teams to agree on operating principles, make design decisions, and align the model with broader IT priorities.
• Write future-state process documentation for incident management, service request fulfilment, service catalogue management, and escalation.
• Define infrastructure service offerings and draft support agreements that specify service scope, ownership, support expectations, and handoffs between teams.
• Work with the ServiceNow team to translate service and process designs into catalogue items, request workflows, and support routing.
• Work with infrastructure and automation teams to define where ServiceNow workflows connect to provisioning tools such as Terraform and Ansible, including how approvals, exceptions, and failed requests are handled.
• Partner with project managers, OCM specialists, and technical architects to sequence implementation, manage dependencies, and prepare teams to adopt the new processes.
• Define and track operational metrics and expected benefits, such as request turnaround, fulfilment failures, and incident routing accuracy.

Must Haves

• Senior-level experience designing and implementing an IT operating model or IT service delivery model within an enterprise infrastructure or IT operations environment.
• Hands-on experience producing IT process documentation, service definitions (SLAs), and support agreements that clarify ownership, handoffs, and escalation paths.
• Experience assessing current-state IT operations and translating future-state capabilities, governance, and process designs into practical changes.
• Practical experience with incident management, service request fulfilment, and service catalogue management.
• Experience working with ServiceNow in an IT service delivery context, such as defining requirements for catalogue items, workflows, or support processes.
• Experience redesigning infrastructure services or IT operations as part of an automation or cloud adoption initiative.
• Ability to facilitate decisions with senior stakeholders and work directly with technical and operational teams to implement them.

Nice to Have

• Experience defining requirements for automated infrastructure provisioning, particularly where ServiceNow workflows connect to Terraform or Ansible.
• Experience defining service offerings or support models for Microsoft Azure infrastructure or platform services.
• Practical experience applying AI tools to IT service delivery workflows or using them to accelerate process analysis and documentation.

Disclaimer:

AI may be used in evaluating candidates.

This posting is for an existing vacancy.