Itil Specialist

Description:

The ITIL Specialist role is anchored in governance, analytics, and continual service improvement. You will own the KPI and SLA visibility layer for Incident Management & Request Fulfillment, drive CSI initiatives across all ITSM practices, and ensure the operating model stays disciplined and measurable as scope grows.

This is a practitioner-level position for someone with deep ITIL knowledge and the analytical capability to translate operational data into structured improvement programs. You will work alongside the existing Service Management Excellence Office team complementing the facilitation and practice delivery work already underway.

What You'll Do

ITSM governance and practice ownership

Own the governance framework for Incident Management, Request Fulfillment, and Service Level Management defining practice standards, operating procedures, escalation thresholds, and compliance checkpoints.
Serve as the ITSM practice authority within Service Management Team providing guidance to ITSM Administrators, Technical Delivery engineers, and Platform Engineers on process adherence and best practice application.
Maintain and publish the ITSM Practice Framework documentation capturing current operating standards, practice ownership assignments, and process interdependencies across the full ITSM scope.
Lead the quarterly ITSM practice review cycle assessing process conformance, surfacing gaps, and driving alignment across Managed Services, Operations Engineering, and Customer Success.
Define and enforce escalation criteria, priority matrices, and SLA breach protocols across all governed practices ensuring consistent application across teams and customer environments.
Act as the ITSM governance point of contact for audit, compliance, and regulatory requirements that intersect with service management operations.

KPI, SLA, and performance analytics

Own the KPI and SLA performance visibility layer for Service Management governance by defining metrics, building reporting frameworks, and maintaining dashboards that reflect practice health across all governed areas.
Produce regular operational performance reports for leadership and stakeholder audiences by translating metric data into business-relevant insight on service quality, SLA compliance, and practice maturity.
Monitor leading and lagging indicators across Incident, Request, and SLM practices by identifying performance trends, capacity signals, and process adherence issues before they become incidents or breaches.
Conduct variance analysis on SLA performance investigating breach patterns, identifying root contributors (people, process, or system), and driving structured remediation.
Maintain a CSI metrics register that tracks the outcome of improvement initiatives over time demonstrating measurable impact on practice performance.
Partner with Service Delivery Managers and Customer Success teams to ensure customer-facing SLA reporting is accurate, consistent, and aligned to contractual obligations.

Continual service improvement (CSI)

Lead the ITSM Continual Service Improvement program identifying, scoping, and driving improvement initiatives across all governed practices.
Conduct structured problem analysis and trend reviews across recurring incident patterns, SLA breaches, and process exceptions translating findings into prioritized improvement actions.
Facilitate post-incident reviews for major incidents and high-impact SLA failures ensuring improvement actions are captured, assigned, and tracked to resolution.
Drive process optimization initiatives that reduce operational friction, improve ticket quality, reduce mean time to resolve (MTTR), and improve SLA attainment.
Maintain a structured CSI register and report on improvement initiative status, outcomes, and value delivered on a quarterly basis.
Champion ITSM best practice adoption across the broader Managed Services organization by coaching practitioners on process conformance and driving cultural alignment with ITIL principles.

Tooling and workflow governance

Own the ITSM workflow configuration governance layer in ServiceNow ensuring platform configurations reflect current process standards and that changes to workflows are reviewed, approved, and documented.
Partner with ITSM Administrators on platform changes that affect governed practices providing process requirements, impact assessment, and post-implementation validation.
Identify tooling gaps that create process friction or data quality issues, and drive resolution through configuration changes, enhancements, or integration improvements.
Maintain a tooling configuration baseline for governed practice areas ensuring platform state is documented and aligned to approved operating standards.

Stakeholder engagement and practice enablement

Lead structured stakeholder engagements across Managed Services, Technical delivery, and Customer Success to socialize practice standards, collect process feedback, and drive adoption of governance updates.
Deliver ITSM practice enablement sessions for new and existing team members, covering process standards, escalation procedures, and tooling workflows.
Represent the team in cross-functional working groups, change advisory board (CAB) sessions, and operational review meetings as the ITSM governance voice.
Provide mentorship and guidance to junior ITSM practitioners on process conformance, escalation handling, and best practice application.

What You'll Bring To The Table

Required experience and qualifications

5+ years of experience in ITSM governance, service management operations, or IT process management within a managed services or enterprise IT environment.
ITIL 4 Foundation certification required; ITIL 4 Managing Professionals or ITIL 4 Practice Manager or ITIL 4 Specialist: Drive Stakeholder Value / High Velocity IT strongly preferred.
Demonstrated experience owning ITSM governance frameworks specifically Incident Management, Request Fulfillment, and Service Level Management, at a practitioner level.
Strong analytical capability: able to build KPI frameworks, interpret metric trends, conduct variance analysis, and communicate performance insight to leadership audiences.
Proven experience leading Continual Service Improvement program, including defining improvement initiatives, tracking outcomes, and demonstrating measurable impact.
Hands-on familiarity with ITSM platforms specifically ServiceNow, including workflow configuration, reporting, and SLA management modules.
Excellent communication and facilitation skills: able to lead governance reviews, present to leadership, and drive alignment across cross-functional stakeholders.

Preferred Qualifications

Experience in a Managed Services Provider (MSP) environment with direct exposure to multi-customer ITSM operations and customer-facing SLA governance.
Familiarity with CMDB, Problem Management, Change Management, and Configuration Management at a practitioner level: understanding cross-practice dependencies.
Experience building or maturing ITSM practice frameworks in a post-merger or portfolio consolidation context.
Exposure to ITSM tooling administration: ServiceNow platform configuration and workflow design is an asset.
Post-secondary education in Information Technology, Business Technology Management, or a related discipline.
Fluency in French an asset.