Itsm Practice Enablement Lead

2 weeks ago

Toronto, Canada Thomson Reuters Full time

**Description**:
The ITSM Practice Enablement Lead (PEL) is responsible for developing, maintaining, and overseeing the enablement of key Service Management (SM) practices, including:

- Incident Management
- Problem Management
- Change Enablement
- Service Configuration Management
- Service Request Management
- Service Level Management

The PEL acts as a connector between SM Governance roles, business units, and service delivery areas. They also establish measurement frameworks, monitor metrics and KPIs, and conduct audits to identify gaps and opportunities. The PEL ensures documentation and training materials are current and accessible.

**Key Responsibilities**:

- Drive enablement, continual improvement, and governance of multiple ITIL-based practices.
- Support Practice Owners in managing and executing SM practices to enhance service delivery.
- Facilitate process improvement workshops across delivery areas.
- Promote adoption of best practices and process consistency globally.
- Provide technical guidance on service management tools (e.g., ServiceNow).
- Advise Practice Owners on methods, techniques, and practice development.
- Deliver a holistic view of processes within the broader service ecosystem.
- Develop and provide training and enablement resources for practice leads.
- Champion proper practice adoption across all four dimensions of service management.
- Partner with the Service Management Product Owner to align on product direction and improvements.
- Conduct value stream mapping, identify dependencies, perform maturity assessments, and recommend improvements.

Skills & Qualifications:

- Proven experience in Management Consulting and IT Service Management.
- ITIL certification (preferably ITIL 4 Managing Professional or Strategic Leader).
- Strong verbal and written communication skills.
- Hands-on experience with ServiceNow modules and integrations.
- Demonstrated thought leadership in Service Management and continual improvement.
- Governance and compliance mindset.
- Ability to influence stakeholders without direct authority.
- Familiarity with frameworks such as ITIL 4, DevOps, Lean, Agile, Agile Service Management, and SRE.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran._
- The pay rate that the employer in good faith reasonably expects to pay for this position is $80-$90/h. CAD_
- Our optional benefits include medical, dental, vision and retirement benefits._

**Job Type**: Fixed term contract
Contract length: 6 months

Pay: $80.00-$90.00 per hour

**Benefits**:

- Dental care
- Life insurance
- Vision care

Schedule:

- Monday to Friday

Application question(s):

- We are looking for someone with a holistic understanding of ITIL and hands-on ITSM experience who can navigate both ITSM and ITOM frameworks confidently

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- IT Service Management: 10 years (required)
- ITIL Foundation: 8 years (required)
- ServiceNow: 9 years (required)
- Incident management: 8 years (required)
- Information governance: 6 years (preferred)
- Subject Matter Expert: 4 years (preferred)
- DevOps: 5 years (preferred)
- Agile: 5 years (preferred)

Expected start date: 2025-08-04

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