Requirements

ITIL 4 certified, Managing Professional or higher preferred 10+ years of hands-on ITSM process design experience Proven lead designer track record on enterprise scale ITSM programs Experience designing across multiple practices, not just one Comfortable operating in a multi-vendor delivery model Strong written deliverable quality, able to produce client ready artifacts Toronto based, able to attend client sessions as needed Telco or large regulated enterprise background

Nice To Have

Exposure to ServiceNow as the target platform Experience with AIOps or observability informed process design