Itsm Service Catalogue Lead

2 weeks ago

Vaughan, Canada GFL Environmental Inc. Full time

The ITSM Service Catalogue Lead (SCL) is responsible for creating, maintaining, and improving the Service Catalogue. The role ensures consistent, current, and accurate data for all IT Services and assures broad and timely communication regarding the contents of the service catalogue to the enterprise. This role ensures that IT Services are documented appropriately and consistently, working across the enterprise to create, update, maintain, and improve Service Descriptions.

The ITSM Service Catalogue Lead position ensures that the Service Catalogue data is utilized appropriately by related Service Management processes and functions. The role coordinates and liaises with the process owners, ensuring that requirements for Service Catalogue data and procedures are understood and enabled.

**Key Responsibilities**:

- Creation of new service catalogue entries and maintenance of existing catalogue data.
- Continuous improvement of the Service Catalogue structure and tooling.
- Aligning with Service Owners for the creation of new and the updating of existing Service Descriptions and Service Catalogue Data.
- Continuous improvement of the service descriptions, including annual reviews of the Service Descriptions and Service Catalogue Data.
- Working with Service Management teams to support the utilization of Service Catalogue data within the Service Management Platform and CMDB.
- Functioning as a SME by advocating, communicating, and training on Service Catalogue topics throughout the enterprise.
- Expanding Service Catalogue services offering (SRs) and continuous improvement for existing.

**Key Requirements/Skills/Experience**:

- Deep understanding of IT Service Management and Operations; ITIL Certification or similar accreditation.
- Initiative: Takes prompt and independent action when appropriate; shares ideas; recommends solutions to problems; does what’s necessary without being prompted or incented; seeks increasing levels of challenge and opportunity.
- Technical Writing: Ability to extract the appropriate information from a variety of sources. Write, compile, edit, and improve documentation consistently across various topics.
- Effective Communicator: Actively listens to, summarizes, and considers comments to ensure understanding; Prepares and delivers proposals and presentations; Proactively ensures the timely sharing of relevant information to appropriate people.
- Customer Focus: Listens to customer feedback informally and acts on it. Applies understanding of how internal or external customers use products and services to meet their needs better. Explores customer needs to better satisfy the client on an ad hoc and reactive basis.
- Organization and Execution: Sets, manages, and completes work on multiple priorities and work activities; organizes work in ways that improve efficiency; completes assignments rapidly and thoroughly; effectively handles conflicting priorities and demands; eliminates roadblocks.
- Capability Development: Ability to develop, maintain and improve processes and procedures for a cross-functional capability. Develops and monitors metrics for performance. Takes proactive steps to address the problem area. Works across the enterprise to communicate roles and responsibilities for the process.
- Business Acumen: Behaviors are aligned with how the business operates; considers trends and competitive information in decisions and actions; aligns with the culture, strategy, priorities, and practices of the company; aligns with and understand the customer and the market to solve problems and capture opportunities.
- Driving Change and Innovation: Communicates the need for change and innovation. Openly challenges the status quo. Identifies specific areas to innovate and change.
- Strong competency in developing efficient and effective solutions to diverse and complex business problems with sound judgement and assertiveness.
- Knowledge of best practices to guide teams through issues related to the design, development, and deployment of mission critical information and software systems.
- Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies.
- Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance with service level commitments.
- Ability to manage multi-cultural and multi-located teams.
- High willingness to drive transformation and service improvement.
- Strong customer / end-user / client service orientation.
- Highly self-motivated and directed.
- Work experience in a related industry setting is a plus.
- Work experience at an IT service provider is a plus (managerial and/or delivery level).
- Ability to travel within US & Canada (~20%).
- We thank you for your interest. Only those selected for an interview will be contacted. _
- GFL Environmental is an equ

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