Job Description

Akkodis is partnered with a leading FinTech who specialize in payment processing to recruit a Manager, ITSM Process Lead to join an IT Service Management team located in Toronto.

In this role, you will be responsible for overseeing a team of 5 direct reports. Outside your people management responsibilities, you'll play a pivotal role in driving ITSM transformation - enhancing processes, implementing improvements, and ensuring ITSM best practices are embedded across the technology environment.

What you'll do:

• Lead & Enhance ITSM Processes – Oversee Incident, Major Incident, Problem, and Change Management, ensuring compliance, efficiency, and continuous improvement.
• Drive ITSM Transformation – Execute the ITSM roadmap, introduce new tools like CAB Workbench, and implement training programs to support adoption.
• Manage a High-Performing Team – Guide and mentor a team of five direct reports, including a Major Incident Manager, fostering best-in-class ITSM capabilities.
• Lead High-Stakes Major Incidents – Take command in 24/7 critical situations when needed, making sound decisions under pressure and coordinating with senior technology leaders.
• Be the Trusted ITSM Expert – Present regularly to the CTO and SVPs, leveraging industry knowledge to drive strategic ITSM advancements.
• Promote Data-Driven Improvement – Analyze key ITSM metrics, identify trends, and spearhead initiatives to enhance overall service quality.

What You Bring

• 10+ years in IT Service Management (ITSM), with hands-on experience in Incident, Major Incident, Problem, and Change Management
• 3+ years of leadership experience, managing ITSM teams in enterprise environments
• Strong track record of introducing, managing, and optimizing ITSM processes in large, complex organizations
• Exceptional communication & stakeholder management skills—confident presenting to executive leadership
• Experience with CAB Workbench implementation and ITSM training programs (a plus)
• ITIL V3 or V4 Intermediate certification (Expert level is an asset)

If you are interested in learning more or would like to discuss any other ITSM Process & transformation roles, don't hesitate to apply!

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