Sr. ITSM Process Manager

ProViso Staffing; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading staffing agency in Toronto seeks a Sr. Process Manager to enhance change and release management processes. The ideal candidate should have over 8 years of experience in technical fields, strong knowledge of Agile and ITIL frameworks, and significant hands-on experience with ServiceNow. This contract position will last 6 months and involves close collaboration with various stakeholders to drive automation and compliance in release workflows.

Qualifications

• 8+ years experience in a technical domain.
• Strong understanding of Agile, DevOps, and CI/CD pipelines.
• 3–5 years of experience in ITIL / IT Service Management.
• 3+ years experience with ServiceNow, especially DPR and Release Management.

Responsibilities

• Drive the vision and evolution of change and release management processes.
• Lead the analysis, design, and continuous improvement of change processes.
• Champion automation of release workflows to improve velocity.

Skills

Agile understanding

DevOps knowledge

CI/CD pipeline experience

IT Service Management

Process optimization

Critical thinking

Stakeholder engagement

Analytical skills

Education

Bachelor’s degree in Computer Science

Tools

ServiceNow

JIRA

Jenkins

GitLab

Job description

Story Behind the Need

• Business group : The IT Service Management team delivers best-in-class technology enhancements in service management for our internal stakeholders and users via robust processes, tools, and governance.
• Projects : The project is ongoing and is a large initiative that aims to re-engineer all of the Service Management processes within the organization and implement all tooling that is needed to support that effort.
• Reason : additional workload

Candidate Value Proposition :

The Sr. Process Manager, Change / Release Management plays a pivotal role in advancing best practices across digital product release initiatives.

Through governance, standards, policies, and education, this role drives automation, delivers actionable insights, and ensures regulatory compliance.

You will lead and support the execution of the product roadmap for the Service Management Release Management module and Digital Product Release (DPR), with a strong emphasis on integrating ServiceNow DPR with DevOps and orchestration environments, including CI / CD pipeline automation and agile delivery practices.

Key Responsibilities :

Strategic Leadership

Drive the vision and evolution of change and release management processes across the enterprise.

Build strong relationships with stakeholders across technology, risk, audit, and business lines.

Process Design & Optimization

Lead the analysis, design, and continuous improvement of change and release processes.

Collaborate with platform teams, CIO representatives, and SREs to ensure alignment with business and technical requirements.

Integration & Automation

Oversee the integration of ServiceNow DPR with DevOps pipelines and orchestration tools.

Champion automation of release workflows and change approvals to improve velocity and compliance.

Governance & Compliance

Enforce process standards, controls, and audit readiness.

Ensure regulatory and risk requirements are embedded in all release and change activities.

Training & Documentation

Develop and deliver training programs to promote process adoption.

Maintain comprehensive documentation for processes, workflows, and governance models.

Reporting & Metrics

Implement and monitor KPIs and metrics to assess process performance and compliance.

Present insights and recommendations to leadership and key stakeholders.

Project Leadership

Lead cross-functional initiatives related to change and release management.

Engage stakeholders such as legal, risk, and audit during project planning and execution.

Must-Have :

8+ years experience in a technical domain (e.g., software development, operations, process engineering).

Strong understanding of Agile, DevOps, and CI / CD pipelines.

3–5 years of experience in ITIL / IT Service Management.

3+ years of experience with ServiceNow, particularly DPR and Release Management modules.

Familiarity with process analysis techniques (e.g., Value Stream Mapping, Six Sigma).

Nice-to-Have :

Advanced ITSM experience, especially with ITIL frameworks.

Spanish language skills.

Experience with JIRA, Jenkins, GitLab, or other DevOps tools

ITIL certification preferred

Soft Skills :

Critical thinker with strong analytical and problem-solving abilities.

Proven leadership in both people and process initiatives.

Champions a high-performance, inclusive, and customer-focused culture

Excellent communication and stakeholder engagement skills.

Fluency in English.

Education & Certifications :

Bachelor’s degree in Computer Science, Computer Engineering, or a related field.

Best VS. Average Candidate :

A strategic and technically fluent leader who bridges the gap between process and technology. The ideal candidate has hands-on experience in both development and operations, excels in process design, and thrives in a fast-paced, agile environment.

Interview schedule :

1st round – teams – 30 mins – HM

2nd round -teams – 45 mins – Panel (Technical)

Job Details

13422

Contract

6 months

Toronto

J-18808-Ljbffr