Incident and Problem Management Practice Owner
On-site · Montréal, Quebec, Canada
Job Summary
Own and drive ITIL-based Incident and Problem Management Practice across the organization, acting as SME and authoritative owner of the Practice. Design, document, and maintain the Practice Policy, standards, and process documentation; ensure delivery against defined KPIs and SLAs; establish targets and enforce accountability across IT groups, service owners, and support teams. Lead continual improvement initiatives to increase practice maturity and efficiency; drive adoption of ITIL 4 best practices and ensure integration with other ITIL practices. Serve as the SPOC for the ITSM tool (ServiceNow) and lead the training and awareness program; provide executive-level reporting on health, trends, and risk areas; collaborate with Product Owners and Practitioners to align with business objectives and IT strategy; monitor adherence to processes, data quality, and execution discipline; leverage data-driven insights to identify opportunities and drive decision-making.
Required Qualifications
- 4-6 years of experience with IT Service Management processes with the implementation of processes as per recognized industry standards
- ITIL 4 Foundation Certification
- ITIL 4 Specialists Certifications
- Six Sigma Yellow Belt or Green Belt
- Experience in applying industry-standard quality frameworks such as ISO/IEC 20000, ISO 27001, or Six Sigma
- Bachelor's degree in business management, Computer Science, information systems, or equivalent
- Experience in the IT industry
- ITIL Managing Professional Certification on Quality Management standards (i.e. ISO/IEC 27001, ISO/IEC 20000)
- Experience in quality management, Audit compliance role or Service management role with emphasis on quality improvement
- Knowledge of IT and network components and principles
- Analytical capabilities to spot trends via data analysis.
- Ability to build relationships with peers and management levels
- Ability to document process & workflow/policy and produce detailed and procedural documentation
- Excellent written, verbal, and interpersonal communication skills
- Proven leadership experience with the skills and abilities to drive solutions and results
- Ability to multi-task, learn quickly, think strategically, be flexible, analytical, and adapt to change.
- Business and risk analysis, problem-solving, planning, project management and execution skills
- Ability to exercise sound judgment and be decisive under pressure
- Strong computer literacy in Microsoft Office products. Especially on using productivity tools (e.g., Excel, PowerPoint, Visio, Sharepoint, Power BI, Power App)
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