Service Management Specialist

4 days ago


Oakville, Ontario, Canada Tbwa ChiatDay Inc Full time
Job Description:

We are seeking a highly skilled Service Management Specialist to join our team. As a key member of our IT organization, you will be responsible for ensuring the smooth execution and continuous improvement of IT services within the organization.

About the Role:
This role involves managing Major Incidents, Problems, Changes, and Transitions, as well as delivering comprehensive Service Reporting. You will work closely with IT Delivery Teams, PMO, and DevOps to ensure "Run" services consistently meet their Service Level Objectives (SLOs) and business needs.

Key Responsibilities:
• Execute, develop, implement, and maintain Service Management processes, including Major Incident, Problem, Change, and Transition Management, as well as Service Reporting.
• Build and implement Service Management processes that support both agile and waterfall methodologies.
• Act as a change agent, leading and supporting teams in adopting and refining Agile Frameworks.
• Ensure cross-functional coordination and collaboration among IT Delivery Teams, PMO, and DevOps to enhance service delivery and achieve high productivity and service management quality.
• Proactively monitor service level performance, promptly address deviations, and conduct post-implementation reviews (PIRs) to ensure continuous improvement.

Requirements:
- 10 - 12 years of required previous experience in IT Management or other IT process-oriented roles.
- Proven track record of implementing ITSM processes, tools, and automation solutions.
- Strong background in ITIL, including Major Incident, Problem, and Change Management.
- Proficiency with ITSM tools like ServiceNow, Jira, or similar platforms.
- Hands-on experience with automation tools (e.g., Ansible, Terraform) and scripting languages (e.g., Python, PowerShell).
- Familiarity with Generative AI tools and their application in ITSM and operational efficiency.
- Strong data and analytics skills for creating metrics, dashboards, and actionable insights.
- Exceptional communication and interpersonal skills for effective stakeholder engagement.
- Strong organizational and problem-solving abilities to drive continuous improvement.
- Entrepreneurial mindset with a collaborative and team-oriented approach.
- Preference given to candidates with current Security certifications (e.g. CISM, CISSP)
- ITIL Foundations V3 or 4

What We Offer:
- Flex working arrangements
- Home office reimbursement program
- Baby bonus & parental leave top up program
- Online learning and networking opportunities
- Electric vehicle purchase incentive program
- Competitive medical and dental benefits
- Retirement savings program


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