Sr ITSM Service Portfolio Specialist

Canadian Tire Corporation; Brampton; On-site; CAD 64,000 - 106,000; Full time

Benefits offered by this job

Profit sharing

Mental health benefits

Education programs

Product discounts

Job summary

Canadian Tire Corporation seeks a Sr. ITSM Service Integration Specialist to lead the design, governance, and continuous improvement of the enterprise Service Portfolio within the ITSM ecosystem.

You will bridge application and service owners with operations, enforce data quality, SLAs, and audit readiness, and drive automation and KPI analytics to enable business outcomes.

Qualifications

• 5+ years in IT service portfolio management or CMDB roles.
• ITIL Foundation certification; Service Design exp is a plus.
• Strong data quality and governance experience.
• Fluent communication with technical and non-technical stakeholders.

Responsibilities

• Lead design and governance of the service portfolio per standards.
• Ensure data quality, completeness, and compliance with policies.
• Define and improve service management policies and controls.
• Support data certification, audits, and compliance activities.
• Oversee Service Design lifecycle from inception to retirement.
• Collaborate with stakeholders to evolve services for ITSM and security outcomes.

Skills

ITSM portfolio

Governance

Data quality

Stakeholder comms

Analytical skills

Education

ITIL Foundation Certification

Tools

ServiceNow CMDB

ServiceNow Discovery

Service Mapping

Integrations

Job description

The Sr. ITSM Service Integration Specialist plays a critical role in ensuring the integrity, reliability, and strategic value of CTC's IT Service Management ecosystem. This role is accountable for leading the design, governance, accuracy, and continuous improvement of CTC's enterprise Service Portfolio.

Working within the ITSM Service Integration function, this role acts as a key bridge between application and service owners and operational teams managing and consuming services portfolio data and relationships. This role is also accountable for enterprise governance of service portfolios, ensuring that configuration data, service relationships, and platform processes are aligned to organizational standards, audit requirements, and business outcomes.

Key Responsibilities

• Lead the design and implementation of Service Portfolios in compliance with Common Service Data Model (CSDM) v5 best practices
• Provide oversight and accountability for services data quality, ensuring accuracy, completeness, and compliance with enterprise standards
• Define, enforce, and continuously improve service management policies, procedures, and control frameworks
• Lead and contribute to data certification, audit readiness, and compliance activities related to services data and relationships
• Lead CTC's Service Design practice to manage services through inception, implementation, operations and retirement
• Engage key stakeholders and process participants to inform evolution of services that support ITSM, Cyber Security, GRC and Tech Resiliency outcomes
• Guide implementation of Enterprise Technology Lifecycle processes to support strategic application and technology roadmap planning
• Identify opportunities to replace manual processes with integrations and automation
• Enable and guide technology lifecycle automations in ITSM processes and IT Asset management processes (HAM/SAM)
• Act as a governance and escalation point for service portfolio and CMDB activities delivered by managed service providers
• Ensure adherence to SLAs, data quality standards, and compliance expectations through regular reviews and performance tracking
• Contribute to the evolution of service portfolio and CMDB strategy, roadmap, and maturity model
• Support development of KPIs, dashboards and analytics that enable insights to drive business impact
• Translate technical service and CMDB concepts into clear, business-friendly insights for leadership and stakeholders

Requirements

• 5+ years of experience in IT service portfolio management, service design or configuration management/CMDB related roles
• ITIL certification (Foundation minimum; Service Design experience considered an asset)
• Strong understanding of CSDM (v5 preferred), CMDB and configuration management best practices
• Experience working with ServiceNow (CMDB, Discovery, Service Mapping, integrations preferred)
• Demonstrated ability to operate in a governance/oversight role across internal teams and managed service providers
• Strong analytical, problem-solving, and data quality management skills
• Excellent communication skills with the ability to engage both technical and non-technical stakeholders

Compensation & Benefits

• Broadband salary range: $64,000 – $106,000 (typical hiring range: $64,000 – $85,000)
• Comprehensive benefits and retirement programs
• Performance incentives and continuing education programs
• $5,000 per year in mental health benefits for eligible employees and families
• Career growth opportunities and product discounts
• Canadian Tire Profit Sharing for eligible employees