Sr ITSM Service Portfolio Specialist

The Sr. ITSM Service Integration Specialist plays a critical role in ensuring the integrity, reliability, and strategic value of CTC's IT Service Management ecosystem. This role is accountable for leading the design, governance, accuracy, and continuous improvement of CTC's enterprise Service Portfolio.

Working within the ITSM Service Integration function, this role acts as a key bridge between application and service owners and operational teams managing and consuming services portfolio data and relationships. This role is also accountable for enterprise governance of service portfolios, ensuring that configuration data, service relationships, and platform processes are aligned to organizational standards, audit requirements, and business outcomes.

Key Responsibilities

Lead the design and implementation of Service Portfolios in compliance with Common Service Data Model (CSDM) v5 best practices

Provide oversight and accountability for services data quality, ensuring accuracy, completeness, and compliance with enterprise standards

Define, enforce, and continuously improve service management policies, procedures, and control frameworks

Lead and contribute to data certification, audit readiness, and compliance activities related to services data and relationships

Lead CTC's Service Design practice to manage services through inception, implementation, operations and retirement

Engage key stakeholders and process participants to inform evolution of services that support ITSM, Cyber Security, GRC and Tech Resiliency outcomes

Guide implementation of Enterprise Technology Lifecycle processes to support strategic application and technology roadmap planning

Identify opportunities to replace manual processes with integrations and automation

Enable and guide technology lifecycle automations in ITSM processes and IT Asset management processes (HAM/SAM)

Act as a governance and escalation point for service portfolio and CMDB activities delivered by managed service providers

Ensure adherence to SLAs, data quality standards, and compliance expectations through regular reviews and performance tracking

Contribute to the evolution of service portfolio and CMDB strategy, roadmap, and maturity model

Support development of KPIs, dashboards and analytics that enable insights to drive business impact

Translate technical service and CMDB concepts into clear, business-friendly insights for leadership and stakeholders

Requirements

5+ years of experience in IT service portfolio management, service design or configuration management/CMDB related roles

ITIL certification (Foundation minimum; Service Design experience considered an asset)

Strong understanding of CSDM (v5 preferred), CMDB and configuration management best practices

Experience working with ServiceNow (CMDB, Discovery, Service Mapping, integrations preferred)

Demonstrated ability to operate in a governance/oversight role across internal teams and managed service providers

Strong analytical, problem-solving, and data quality management skills

Excellent communication skills with the ability to engage both technical and non-technical stakeholders

Compensation & Benefits

Broadband salary range: $64,000 – $106,000 (typical hiring range: $64,000 – $85,000)

Comprehensive benefits and retirement programs

Performance incentives and continuing education programs

$5,000 per year in mental health benefits for eligible employees and families

Career growth opportunities and product discounts

Canadian Tire Profit Sharing for eligible employees