IT Service Management Process Owner Principal
$150,000–$200,000 year
On-siteToronto, Ontario, Canada
Toronto, Ontario, CanadaOn-siteFull Time$150,000–$200,000 yearSenior LevelLarge
Full TimeSenior LevelLarge
Job Summary
Define and document IT services end-to-end, establishing a consistent taxonomy and service portfolio within ServiceNow. Design recurring service reviews and performance dashboards to track SLA attainment, incident impact, and customer experience metrics. Maintain a continual improvement backlog, define service standards, and facilitate post-incident retrospectives focused on systemic enhancements. Partner with infrastructure, application, and service owners to drive measurable outcomes and ensure single-source-of-truth 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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.