IT Service Management Lead

Title: IT Service Management Lead
Location: Calgary, AB
Duration: 6 Months

Introduction

We are seeking a dedicated IT Service Management Lead to join our team. This role involves overseeing Incident Management, Major Incident Management, and Problem Management to ensure efficient and effective IT service delivery. The ideal candidate will be responsible for resolving service disruptions swiftly, conducting root-cause analysis, and implementing long-term solutions to enhance service quality and reliability.

Required Skills & Qualifications

• 5-8 years of experience in IT Service Management roles
• Strong knowledge of ITIL v3 or ITIL 4 best practices
• Experience with ITSM tools such as ServiceNow, Remedy, or Jira
• Excellent problem-solving, communication, and leadership skills
• Ability to work under pressure and manage critical incidents in real-time
• Ability to collaborate across technical and non-technical audiences

Preferred Skills & Qualifications

• ITIL certification
• Experience in a hybrid work environment
• Experience in process improvement and risk reduction

Day-to-Day Responsibilities

• Lead incident resolution, ensuring alignment with SLAs and minimizing service disruption
• Manage critical incidents, coordinate technical teams, and communicate status updates to stakeholders
• Identify and resolve root causes of recurring incidents, document workarounds, and maintain the Known Error Database (KEDB)
• Ensure ITSM processes are aligned with ITIL best practices
• Collaborate with cross-functional teams to improve ITSM processes and reduce service outages
• Report on key performance metrics and ensure continuous improvement of ITSM processes

Company Benefits & Culture

• Supportive and inclusive work environment
• Opportunities for professional growth and development
• Comprehensive health and wellness benefits

For immediate consideration please click APPLY to begin the screening process with Alex.