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IT Service Management Practice Lead

3 months ago

Toronto, Ontario, Canada LifeLabs Full time
LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years.

Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.


Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada.

The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust.

Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of _empowering a healthier you_.

Make a difference - join the LifeLabs team today

Reports to:
Senior Manager, IT Service Management


The ITSM Practice Lead, plays a critical role in maintaining the stability, consistency, and security of the IT environment by effectively managing configuration items and overseeing changes to these items throughout their lifecycle; governance in the maturity and continual service improvements, and a positive role model for IT and the ITSM team to promoting ITIL across the organization.


_This is a full time remote role based in Ontario or British Columbia._

Core Accountabilities

Configuration Management Oversight

  • Develop and implement a configuration management plan that outlines processes, procedures, and best practices for managing the IT environment's configuration within the ITSM tool
  • Create and maintain accurate and uptodate documentation for each configuration item
  • Collaborate with change management teams to assess the impact of proposed changes to the IT environment and ensure that changes are properly authorized, tested, and implemented
  • Define and maintain configuration baselines
  • Conduct regular audits to verify that the actual configuration of IT components matches the documented configuration, identifying and rectifying discrepancies
  • Coordinate the deployment of software releases and updates, ensuring that the configuration changes are executed smoothly and without disrupting services
  • Collaborate with incident and problem management teams to analyze and resolve configurationrelated incidents and problems, minimizing their impact on operations
  • Ensure that the IT environment adheres to regulatory requirements, industry standards, and security policies
  • Utilize configuration management tools to automate the tracking, documentation, and management of configuration items
  • Work closely with crossfunctional teams to gather and share configurationrelated information and updates
  • Continuously assess and improve the configuration management processes to enhance efficiency, accuracy, and alignment with business goals
  • Provide training and guidance to IT staff on configuration management practices
  • Identify and mitigate potential risks associated with configuration changes

ITIL Practices Coach

  • Partner with ITSM peers on practice maturity initiatives, measuring/reporting, process revisions, etc., along with working/supporting interactions with IT. Each practice needs to tie back to the configuration management discipline, to successfully be able to measure and report on how IT and IT services are performing
  • Work with IT, Service Owners, and the ITSM Senior Manager, to establish SLA and criticality
  • Assist with various project initiatives such as road map deliverables, integrations, and or introductions of new subprocesses

Service Catalog Custodian

  • Lead the development and maintain a production visible catalog, that captures key attributes for the purpose of IT and end users to see, find, request, report issues
  • Ensure that IT develops specific and measurable targets for all IT services listed in the Service Catalog

ITIL Service Level Management

  • Offer and enhance business relationships and customer communications in combination with the Practice of Business Relationships Management

Qualification and Skills

  • Bachelor's degree in Engineering, Computer Science, or equivalent experience
  • 10 years in information technology with 5 years in working experience in an ITSM organization with hands on experience/exposure in SACM and SLM
  • 23 years working experience with an ITSM tool in a administration capacity (ServiceNow or BMC Helix)
  • Must be ITIL v4 foundation certified
  • Must be able to accurately assess technology risks, issues, and solutions
LI SW1 #INDEED

Hiring Range:
$90,800 to $115,700


The hiring range has been established, however, the final salary recommendation will be determined based off the level of experience, education requirement, external market conditions and internal equity.

In this position, you will be eligible for Lifelabs annual bonus.