IT Service Management Process Owner Principal
$150,000–$200,000 year
On-siteToronto, Ontario, Canada
Job Summary
Lead the effort to define and document IT services end-to-end, establishing a consistent service taxonomy and maintaining the service portfolio and catalog structure in ServiceNow. Design and run recurring service reviews with stakeholders to cover performance trends, breaches, and improvement plans, while building dashboards for SLA/OLA attainment, incident impact, and customer experience indicators. Maintain a continual improvement backlog, define policy standards for service changes, and facilitate post-incident retrospectives focused on systemic improvements. Partner with infrastructure, application, and platform teams to drive measurable service outcomes using ServiceNow as the system of record for service definitions and performance reporting.
Required Qualifications
- 5+ years in IT service management, service governance, SLM, or IT operations process ownership
- Proven experience defining IT services and implementing SLAs/OLAs across multiple teams
- Strong working knowledge of ITIL practices, especially Service Level Management and Continual Improvement
- Solid understanding of incident/problem/change
- Hands-on experience with ServiceNow ITSM/ITOM concepts as a system of record for services and reporting
- Ability to specify requirements and validate outcomes
- Strong analytical skills to turn operational data into actionable insights
- Understanding of the ServiceNow platform and its ITSM capabilities
- Excellent communication and collaboration skills to effectively interact with technical and non-technical stakeholders
- Ability to work independently and collaboratively in a team-oriented, fast-paced environment
- Excellent problem-solving skills with a focus on delivering practical and effective solutions
Desired Qualifications
- Technical certification in ITIL/ITSM
- Experience with ITIL certifications (ITIL Foundation, ITIL Specialist modules)
- Experience with other ITSM tools and methodologies
- Project management experience
- Experience in change management practices
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