Service Management Lead

CentriLogic; Mississauga; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

Centrilogic is seeking a Service Management Lead to oversee Incident and Problem Management processes. This role involves leading investigations into technical issues, collaborating with operational teams, and ensuring adherence to ITIL best practices. Your contributions will help improve service quality and customer satisfaction in a hybrid work environment.

Qualifications

• 5+ years of experience in the technology field.
• ITIL Certification or equivalent experience.
• Proven experience in problem/incident management and root cause analysis.

Responsibilities

• Oversee and optimize Incident and Problem Management processes.
• Identify recurring technical issues and ensure efficient resolution.
• Lead Major and Regular Incident Management at Centrilogic.

Skills

Problem-solving

Collaboration

Critical thinking

Emotional intelligence

Education

University degree or College diploma in Computer Science, Business and Technology, Information Systems

Tools

ServiceNow

ITSM tools

Job description

Service Management Lead

Do you demand the best from your professional career? Are you inspired by excellence? At Centrilogic, you will have the power to make a real impact. Join us in our mission to help companies become better digital versions of themselves.

Purpose and Objectives

Over nearly 15 years, we’ve become a premier global provider of multi-cloud management, cloud-native application development solutions, and strategic end-to-end digital transformation services.

Headquartered in Canada with regional headquarters in the U.S. and the United Kingdom, Centrilogic delivers smart, streamlined solutions to clients worldwide.

The Service Assurance organization is committed to the success of our customers through outstanding technical support. We actively investigate customer issues by mastering diverse technologies and working intensively with the products we offer. We measure our success by customer satisfaction.

Expectations and Tasks

The Service Management Lead is responsible for overseeing and optimizing the Incident and Problem Management processes at Centrilogic. This role focuses on identifying, analyzing, and addressing recurring technical issues to prevent future incidents, ensuring efficient incident resolution, and improving the overall quality of our technical support services. Additionally, the Service Management Lead will collaborate with and guide other teams within Operations to ensure they fulfill their responsibilities related to problem resolution and service improvement.

Among other responsibilities, you should expect to do many of the following:

Problem Management

• Lead the Problem Management function at Centrilogic.
• Proactively identify and analyze recurring technical issues and incidents.
• Lead root cause analysis investigations to determine underlying causes of recurring problems.
• Maintain comprehensive records of problem management activities, including RCA reports, action plans, and progress tracking.
• Develop and implement strategies to prevent the recurrence of identified problems.
• Work with teams to implement preventative measures and improvements.

Incident Management

• Lead Major and Regular Incident Management functions at Centrilogic.
• Work with the delivery team to improve Incident Management processes across the organization, including orchestrating Incident Response Plans for critical and urgent incidents.
• Act as a point of contact for escalations related to complex technical issues, ensuring internal stakeholders and customers are kept up-to-date with incident resolution progress.
• Coordinate with Account Teams, Service Assurance, and Practice (Delivery/Engineering) teams to ensure timely resolution.
• Participate in post-incident reviews and contribute to the improvement of incident management processes.
• Ensure appropriate and warm hand-offs to L2, L3+ teams.

ITIL Compliance

• Ensure adherence to ITIL v4 (Information Technology Infrastructure Library) best practices in problem and incident management.
• Maintain and improve incident management processes in line with ITIL guidelines.
• Collaborate with teams to implement improvements in service quality and customer satisfaction.

Strategic Planning

• Optimize Incident Management Processes: develop and implement strategies to reduce incident frequency and severity, focusing on root cause analysis and proactive prevention.
• Enhance the orchestration of Incident Response Plans, ensuring rapid and efficient resolution of Severity 1 incidents.
• Drive Continuous Improvement and Preventative Measures: implement initiatives aimed at identifying and mitigating recurring issues.
• Develop preventative measures and improvements to minimize service disruptions and enhance overall service quality.
• Enhance Post-Incident Review and Reporting: streamline PIRs and RCAs for thorough documentation and effective learning from incidents.
• Utilize data and insights from PIRs and RCAs to drive strategic improvements in service management.
• Foster Collaboration and Self-Service Opportunities: identify and implement self-service options to empower users and reduce incident volume.

Be part of a small, tight-knit team of professionals:

• Communicate directly with customers and internal stakeholders on all service management activities (major incidents, problem management, and incident management).
• Collaborate on customer-oriented projects.
• Continuously learn new skills and technologies to open pathways to many new careers. The learning never ends—you are expected to continually learn and upskill during your time here.
• Experience a small startup feel with enterprise backing.
• Innovate and prototype new processes to help Centrilogic run simply.

Education

• University degree or College diploma in Computer Science, Business and Technology, Information Systems, or related areas.

Skills and Competencies

Required:

• The ideal candidate will possess strong problem-solving acumen, experience leading major incidents, deep expertise in problem management methodologies, and leadership skills necessary to orchestrate collaborative efforts across operational teams for effective and sustained issue resolution.
• ITIL Certification or equivalent experience.
• Proven experience in problem/incident/escalation management and root cause analysis.
• Proven track record with ServiceNow or other ITSM tools.
• Excellent critical thinking and emotional intelligence skills.
• Ability to communicate effectively at different levels—engineers, managers, ELT, and C-level.

Experience in one of the following subject matters is a plus:

• Advanced knowledge in Problem Management and Root Cause Analysis methodologies.
• Basic knowledge of any network technology (Cisco, Juniper, VMWare, Dell EMC, etc.).
• Basic knowledge of any firewall and security tools (Fortinet, Firepower, SRX, etc.).
• Basic knowledge of any IT Infrastructure Monitoring system (LogicMonitor, Azure Monitor, etc.).
• Basic knowledge of any Backup/Disaster Recovery solutions (CommVault, Zerto, etc.).
• Basic knowledge of hosting, VPS, public or private cloud services (Azure, AWS, etc.).

Work Experience

• 5+ years of experience in the technology field.
• Experience in a Service/Network Operations Center or Mission-Critical Control team is a plus.

Location

• Hybrid work (max 3 days/week in the office).
• Centrilogic offices in Toronto (Downtown) or Mississauga (Square One/Tranmere).