IT Service Management Lead

3 weeks ago

Mississauga, Ontario, Canada KUBRA Full time
Role Overview: As the IT Service Management Lead, you will take charge of the design, execution, oversight, and ongoing enhancement of IT service management processes.

Key Responsibilities:

  • Utilize the ServiceNow platform while collaborating with various internal tools and systems, including Oracle, JIRA, and Atlassian Product Suites.
  • Design and implement workflows, procedures, and guidelines for IT service management processes, encompassing Customer Service Management, IT Service Management, and IT Operations Management.
  • Centralize and develop dashboards, key performance indicators (KPIs), and metrics to assess process performance and drive continuous improvement initiatives.
  • Oversee ITSM governance and policies to enhance team experience and deliver exceptional client interactions.
  • Ensure adherence to ITIL best practices, internal policies, industry standards, and regulatory requirements.

Training and Development:

  • Develop and deliver training programs for IT personnel and end-users on ITSM processes and best practices, fostering a culture of continuous improvement and service excellence.
  • Effectively communicate process modifications, enhancements, and performance metrics to stakeholders.
  • Ensure ITSM processes align with internal policies, industry standards, and regulatory requirements.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related discipline.
  • ITIL Foundation V3+, ITIL Intermediate, or ITIL Expert certification preferred.
  • 5-7 years of experience in IT and business/industry with a strong focus on Infrastructure & Operations and process management (ITSM, IT PMO, DevOps, and ITIL).
  • 5+ years of experience with ServiceNow ITSM (Incident, Problem, and Change), ITOM, and CSM.
  • Extensive experience in implementing the ITIL framework.
  • Proven ability to manage and enhance ITSM processes in medium to large organizations.
  • Familiarity with JavaScript, XML, HTML, LDAP, and MS Active Directory is considered advantageous.

Company Culture: KUBRA is committed to fostering an award-winning culture that promotes growth, diversity, and inclusion for all employees. We provide access to LinkedIn learning courses, bi-annual performance-based bonuses, flexible work schedules, and complimentary refreshments. Our comprehensive benefits package includes generous coverage with low premiums and a Health Care Spending Account. KUBRA is an equal opportunity employer dedicated to building an inclusive and diverse workforce, offering innovative solutions in billing and payments, mapping, mobile applications, proactive communications, and artificial intelligence.

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