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ITSM Project Manager

4 months ago

Montreal Quebec, Québec, Canada Retailogists Full time

On-site role in Montreal.


About the Role

The IT Service Management (ITSM) Project Manager will be a hands-on role responsible for establishing and managing ITSM processes. Reporting to the IT Service Management Manager, this role will be crucial in embedding a culture of continuous improvement, literally building processes from scratch and identifying non-value-added tasks. By using ITIL best practices to manage IT services and Six Sigma principles to minimize variability and defects, the ITSM Project Manager will ensure the organization is both responsive and proactive in managing IT services. This approach will ultimately reduce negative end-user impact, enhance user experience, increase productivity, and manage business risks.


Strong project management skills are essential for engaging with different teams, managing change, and driving continuous improvement. The ideal candidate will be well-versed in ITIL and Six Sigma methodologies, with experience in maturing these functions in previous roles.

The ITSM Project Manager


Responsibilities

Continuous Improvement (45%)

• Collaborate with IT teams to identify gaps and inefficiencies in operations, proposing and executing improvement solutions.

• Document lessons learned and identify areas for continuous improvement through Problem, Change, and Knowledge Management.

• Own and maintain documentation, including reviewing, updating, formatting, and publishing Knowledge base Articles.

• Lead workshops to ensure alignment of requirements and solutions across technical and business teams.

• Support the design and implementation of ServiceNow integrations, including IT Operations Management (ITOM).

Reporting/Communication (20%)

• Draft and authorize IT communications for distribution to targeted audiences.

• Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers.

• Work with IT Leadership to align SLAs and support activities with business needs.

• Assist in preparing presentations and summaries for executive and key leadership.

• Define KPIs and build dashboards to showcase process improvements over time.

Problem Management (20%)

• Establish Problem Management processes with the support of the ITSM Manager.

• Identify and document systemic issues, prioritizing resolution of high-priority issues.

• Keep high-priority issues at the forefront of the resolving team’s efforts.

Governance (15%)

• Chair weekly Infrastructure Change Advisory Board (CAB) meetings and measure process compliance.

• Facilitate major incident conference bridges, accurately logging attendees, timelines, and troubleshooting steps.

• Assist with Incident, Problem, Service, and Change Management functions by analyzing trends and patterns.

• Support Business Continuity/Disaster Recovery Planning and Execution, updating and creating policy documents.

• Provide 24x7 on-call support for assigned weeks as a secondary/tertiary point of contact for all high-priority issues.


Qualifications

Bachelor’s degree in Computer Science, Information Technology, Business, Engineering, Project Management, Service Management, or a related field.

• Minimum of 3 years of IT Service Management experience.

• Experience operating within an ITIL or ITSM aligned organization.

• Strong experience with ServiceNow reporting and administration (preferred).

• Technical experience with IT infrastructures, applications, and databases.

• Excellent critical thinking, decision-making, problem-solving, and root cause analysis skills.

• Strong interpersonal skills, comfortable holding others accountable.

• Experience with Microsoft Project, Microsoft Visio, or other organizational tools.

• Exceptional written and verbal communication skills, with the ability to interact at all levels of the organization.

• Willingness to obtain industry certifications within the first 60 days of employment.

Preferred Certifications:

• ITIL 4 Foundation or higher

• ServiceNow Certified System Administrator

• Six Sigma Green Belt or higher