Service Operations Lead

Ian Martin Group; Burnaby; On-site; CAD 126,000 - 154,000; Full time

Job summary

Raise is hiring a Service Operations Lead for our client in Burnaby, BC. The role is a 1-year contract with a pay rate of $72.95/hour, depending on experience.

The incumbent will manage ITSM processes across a complex multi-vendor environment, focusing on Incident, Problem and Request Management, and Service Desk governance. The ideal candidate applies ITIL best practices to drive operational excellence, supports Change Management, and develops ITSM processes, reports, and training materials

Qualifications

• Minimum 9 years of ITSM experience in large organizations.
• Experience in multi-vendor/SIAM environments.
• Proven ability to develop ITSM processes, policies, SOPs, and governance frameworks.
• ITIL certification with hands-on Incident/Problem/Change management experience.
• Oversight of Major Incident Management and stakeholder communications.
• Strong communication, facilitation and problem-solving skills.
• Proactive in driving service performance improvements and operational excellence.
• Hands-on ITSM reporting tools experience.

Responsibilities

• Coordinate Incident, Problem and Request Management, including Major Incident handling.
• Oversee outsourced Service Desk to meet SLA and standards.
• Monitor service performance and customer satisfaction through reporting and analysis.
• Lead RCA sessions and coordinate corrective actions for recurring issues.
• Support Change Management activities, including CAB coordination and outage communications.
• Conduct UAT and support ServiceNow enhancements and upgrades.
• Develop and maintain ITSM processes, standards, and training materials.
• Ensure ITIL compliance and governance across services.
• Produce operational and executive reporting to aid decision-making.

Skills

ITSM

ITIL

ServiceNow

Stakeholder mgmt

Multi-vendor

Data reporting

Change mgmt

UAT support

Education

University degree

Tools

ServiceNow

Job description

Service Operations Lead

• Pay Rate: $72.95/hour, depending on experience
• Contract Length: 1 year
• Location: Burnaby, British Columbia

Raise is currently hiring a Service Operations Lead on behalf of our client. They’re expanding their team to meet growing needs, making this a unique opportunity to work with an industry leader. Our Client, is one of the largest electrical energy suppliers in Canada.

Note: The primary pay rate is based on T4 classification; however, we will also consider applications from candidates interested in an INC classification, where applicable.

Description

The Service Operations Lead in this role will support and enhance IT Service Management (ITSM) processes within a complex, multi-vendor technology environment. This role is primarily focused on Incident, Problem, and Request Management, customer satisfaction oversight, and Service Desk governance, while also providing support for IT Change Management activities.The successful candidate will leverage ITIL best practices to drive operational excellence, ensure service quality, identify improvement opportunities through data analysis, and work collaboratively with internal stakeholders and external service providers to improve IT service performance.

Responsibilities

• Manage and coordinate Incident, Problem, and Request Management processes, including Major Incident Management activities.
• Provide operational oversight of outsourced Service Desk services, ensuring alignment with service level expectations and organizational standards.
• Monitor service performance, customer satisfaction, and service desk effectiveness through reporting, and trend analysis.
• Oversee customer complaint and satisfaction processes, identifying trends and improvement opportunities.
• Facilitate Root Cause Analysis (RCA) sessions and coordinate corrective actions to address recurring issues.
• Support IT Change Management processes, including low-risk change reviews, CAB coordination, outage communications, and change governance activities.
• Conduct User Acceptance Testing (UAT) and support ServiceNow enhancements and upgrades.
• Develop and maintain ITSM processes, procedures, standards, and training materials.
• Ensure compliance with ITIL processes, organizational policies, and technology governance requirements.
• Produce operational and executive reporting and provide insights to support decision-making and performance improvement.

Qualifications

• Minimum 9 years of experience in IT Service Management in large corporations.
• Experience working within multi-vendor or SIAM environments.
• Experience developing ITSM processes, policies, SOPs, and governance frameworks.
• ITIL Certified with demonstrated experience in Incident, Problem, Request, and IT Change Management processes.
• Provide oversight of the Major Incident Management process, ensuring process compliance, effective stakeholder communications, and continual service improvement.
• Excellent stakeholder management, communication, facilitation, and problem-solving skills.
• Proven experience driving service performance improvements and operational excellence.
• Self-motivated professional with the ability to work independently and influence positive operational outcomes.
• Hands-on experience with ServiceNow and ITSM reporting tools
• Education and Certifications
• University degree or equivalent combination of education and experience

Additional Information

• Every contractor must supply their own Windows 11 Laptop computer for the duration of the assignment.
• Every contractor must supply their own “Smart Phone”.This is needed to gain access to the Organizations network.

Looking for meaningful work? We can help!

Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.

We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.

We have a dedicated webpage for accommodations where you can learn more about what we offer and request accommodation: https://raise.jobs/accommodations/