Service Manager

LanceSoft, Inc.; Montreal (administrative region); On-site; CAD 90,000 - 130,000; Full time

Job summary

N/A is seeking an IT Service Management & Analytics Specialist to coordinate ITSM activities across Cyber platforms, focusing on incident, problem, change, and service management. The role partners with Cyber Engineering, Operations, Risk, Audit, and Infrastructure to maintain stability and governance.

The ideal candidate will use data, dashboards, and AI-enabled tools to identify trends, improve visibility, and drive continuous improvement, with 5–7 years of experience and onsite interview

Qualifications

• Strong ITSM knowledge covering Incident, Problem, Change and Service Management.
• Experience with ServiceNow or a comparable enterprise ITSM platform.
• Analytical mindset with ability to analyze operational or performance data.
• Ability to develop dashboards, KPIs, reports and insights for leadership.
• Proficiency with Power BI and Excel or comparable BI tools.
• Strong project coordination, organizational and stakeholder skills.
• Ability to collaborate across technical, risk, audit and business teams.
• Excellent written and verbal communication for senior stakeholders.
• Ability to manage competing priorities and drive initiatives to completion.

Responsibilities

• Coordinate ITSM activities across Cyber platforms including incidents and changes.
• Govern and improve IT service management to strengthen governance and stability.
• Develop dashboards and reports to provide operational insights for leadership.
• Partner with Cyber Engineering, Operations, Risk, Audit and Infrastructure.
• Leverage data, analytics and AI-enabled tools to drive continuous improvement.

Skills

ITSM practices

Incident & Problem Management

Analytics/data analysis

Dashboards & KPIs

Power BI

Excel

Stakeholder management

Cross-functional collaboration

Communication skills

Project coordination

Microsoft 365 tools (SharePoint/Teams)

Tools

ServiceNow

Power BI

Excel

SharePoint

Teams

Job description

Job Title : IT Service Management & Analytics Specialist

Years of experience: 5-7

Onsite interview is must.

Job Summary

The Cyber Service Management & Analytics Specialist is responsible for coordinating, governing, and continuously improving IT Service Management (ITSM) activities across critical Cyber platforms, with a focus on Incident, Problem, Change, and Service Management.

This role serves as a key liaison across Cyber Engineering, Operations, Risk, Audit, Infrastructure, and business stakeholders to help maintain operational stability, strengthen governance, improve service performance, and support regulatory and control requirements.

In addition to core service management responsibilities, the role will use data, analytics, reporting, automation, and AI-enabled productivity tools to identify trends, improve operational visibility, support decision‑making, and drive continuous improvement.

The successful candidate will combine strong IT service management knowledge with analytical thinking, stakeholder management, and the ability to drive cross‑functional initiatives from analysis through execution.

Required Skills & Experience

• Strong knowledge of IT Service Management (ITSM) practices, including Incident, Problem, Change, and Service Management.
• Experience working with ServiceNow or a comparable enterprise ITSM platform.
• Strong analytical and critical-thinking skills with experience analyzing operational, service, or performance data.
• Experience developing dashboards, KPIs, reports, and management-level operational insights.
• Proficiency with Power BI and Excel or comparable business intelligence and analytics tools.
• Strong project coordination, organizational, and stakeholder management capabilities.
• Ability to work effectively across technical, risk, control, audit, and business teams.
• Strong written and verbal communication skills, including the ability to present complex information clearly to senior stakeholders.
• Ability to manage competing priorities and drive initiatives across multiple teams.
• Experience with Microsoft 365 collaboration tools such as SharePoint and Teams.

Preferred Qualifications

• Experience supporting Cybersecurity, Identity & Access Management, Infrastructure, or other technology operations environments.
• Experience with Snowflake, SQL, data warehousing, or other enterprise data and analytics platforms.
• Familiarity with ITIL principles or ITIL certification.
• Experience with operational risk, controls, audit, or regulatory processes.
• Experience identifying and implementing workflow automation or process improvement opportunities.
• Practical experience using enterprise AI-enabled tools such as Microsoft Copilot, ChatGPT, Claude, or similar technologies for analysis, reporting, documentation, or productivity.
• Familiarity with prompt design, AI-assisted analysis, and validation of AI-generated outputs.

Ideal Candidate

The ideal candidate is an analytical and collaborative service management professional who can bridge technology operations, Cyber, governance, data, and business needs.

This individual is comfortable coordinating across organizational boundaries, analyzing operational data, producing meaningful insights for leadership, improving service management processes, and driving initiatives to completion.

• The candidate does not need to be an AI engineer or data scientist; (experience in these areas is a plus). However, they should be curious about emerging technologies and comfortable using analytics, automation, and AI-enabled tools to improve productivity, decision-making, and service delivery.