IT Service Management Practice Lead (Toronto, ON or Burnaby, BC- Hybrid)

Job Title: IT Service Management Practice Lead 

Reports to: Senior Manager, IT Service Management 

Vacancy status: This posting is for an existing position.

Purpose of the Role 

The IT Service Management Practice Lead assists with the strategic direction, governance, configuration oversight, transition of IT services, measuring, reporting, and operational support for the ITSM organization at LifeLabs. 

This role will focus on managing and maintaining the configuration of an organization's IT infrastructure, systems, applications, and software pertaining to the designated ITSM tool. Ensuring that all components of the IT environment are properly documented, controlled, and measured to support efficient and reliable operations through the multiple ITIL practices.  

The ITSM Practice Lead, plays a critical role in maintaining the stability, consistency, and security of the IT environment by effectively managing configuration items and overseeing changes to these items throughout their lifecycle; governance in the maturity and continual service improvements, and a positive role model for IT and the ITSM team to promoting ITIL across the organization.

Your responsibilities will include: 

Configuration Management Oversight

Configuration Management Is a Foundational Cornerstone Of a Capable ITSM Organization. Ensure The Ongoing Identification and Lifecycle Management of The IT Environment Is Crucial And Fulfilled By

• Configuration Management Planning: Develop and implement a configuration management plan that outlines processes, procedures, and best practices for managing the IT environment's configuration within the ITSM tool
• Configuration Item Identification: Ensure ongoing identification and recording of all configuration items (CIs) within the IT infrastructure, including hardware, software, network components, databases, and applications
• Configuration Documentation: Create and maintain accurate and up-to-date documentation for each configuration item, including specifications, dependencies, relationships, and version information
• Service Portfolio Management: Create business/technical services along with application service maps as per Common Service Data Model (CSDM) framework
• Change Management: Collaborate with change management teams to assess the impact of proposed changes to the IT environment and ensure that changes are properly authorized, tested, and implemented
• Version Control: Manage versions and releases of software applications, ensuring that the latest and appropriate versions are used across the organization
• Configuration Baselines: Define and maintain configuration baselines, which represent the stable and validated configurations that serve as a reference for future changes
• Configuration Auditing: Conduct regular audits to verify that the actual configuration of IT components matches the documented configuration, identifying and rectifying discrepancies
• Release Management: Coordinate the deployment of software releases and updates, ensuring that the configuration changes are executed smoothly and without disrupting services
• Incident and Problem Management: Collaborate with incident and problem management teams to analyze and resolve configuration-related incidents and problems, minimizing their impact on operations
• Compliance and Security: Ensure that the IT environment adheres to regulatory requirements, industry standards, and security policies by enforcing consistent and secure configurations
• Automation and Tools: Utilize configuration management tools to automate the tracking, documentation, and management of configuration items, making the process more efficient and accurate
• Communication and Collaboration: Work closely with cross-functional teams, including development, operations, and support, to gather and share configuration-related information and updates
• Continuous Improvement: Continuously assess and improve the configuration management processes to enhance efficiency, accuracy, and alignment with business goals
• Training and Knowledge Sharing: Provide training and guidance to IT staff on configuration management practices, emphasizing the importance of maintaining accurate and up-to-date configuration documentation
• Risk Management: Identify and mitigate potential risks associated with configuration changes, ensuring that changes are thoroughly tested, and their impacts are well understood
• Reporting and Metrics: Generate regular reports and metrics on configuration management activities, such as compliance levels, audit results, and the status of configuration items

Asset Management Oversight

• Implement Hardware Asset Management Solutions in Alignment with End User Computing and Infrastructure requirements for tracking Hardware Assets in the Organization
• Accountable to take technical decisions for Asset management implementation practice and contribute to Standard Operating Procedures (SOPs) within Asset Management Space
• Develop the process and procedure for lifecycle of hardware Assets and ensure the history of assets are tracked from purchase to disposal
• Co-ordinate and ensure application of barcode labels to the IT asset records being received to the warehouse
• Act as a point of contact for asset management related issues and resolution.
• Collaborate with CMDB, Security and Data Governance teams to ensure CI (Configuration Item) and Asset relationship is intact for ensuring reliable SACM (Service Asset Configuration Management) practice in the organization
• Generate report on IT assets for assisting in data driven decision making
• Assist in Co-ordinating technology refresh projects for renewal of infrastructure and End User Asset inventory
• Perform recurring audits to ensure accuracy in asset inventory

ITIL Practices Coach

• Partner with ITSM peers on practice maturity initiatives, measuring/reporting, process revisions, etc., along with working/supporting interactions with IT. Each practice needs to tie back to the configuration management discipline, to successfully be able to measure and report on how IT and IT services are performing
• Provide updates to the ITSM Senior Manager on risks, threats, opportunities, etc.
• Provide back-up to individual practice focal during absences, or resourcing conflicts
• Help with the culture shift to ensure the team can work in a broader sense which creates innovation and a value-driven mindset
• Assist with various project initiatives such as road map deliverables, integrations, and or introductions of new subprocesses
• Participate with IT coaching/education sessions where appropriate

Service Catalog Custodian

Services are the secondary pillar immediately following configuration management, and most impactful/visible, as it holds an organized and curated collection of business and information technology services within an enterprise.

• Lead the development and maintain a production visible catalog, that captures key attributes for the purpose of IT and end users to see, find, request, report issues
• Work with IT, Service Owners, and the ITSM Senior Manager, to establish SLA and criticality
• Help develop processes for the required artifacts needed for the successful onboarding of new IT services
• Help develop reports that illustrate how various services are performing along with the service delivery capabilities of IT
• Many of the core configuration management deliverables apply to service catalog administration

ITIL Service Level Management

The main objective of SLM is to document how IT responds to operational business demands via the Service Desk.

• The level of IT services offered should be defined, agreed upon, tracked, measured, reviewed, and corrected as necessary
• Offer and enhance business relationships and customer communications in combination with the Practice of Business Relationships Management
• Ensure that IT develops specific and measurable targets for all IT services listed in the Service Catalog
• Continually evaluate and raise client satisfaction with the caliber of the services provided
• Make sure that the level of service to be provided is understood by both IT and customers.
• Ensure service levels are subject to proactive, cost-effective continual improvements, even when meeting all agreed targets

What You Will Bring To The Role

• Bachelor’s degree in engineering, Computer Science, or equivalent experience
• 5 years working experience in an ITSM organization with hands on experience/exposure in SACM and SLM
• ITIL v3 or v4 foundation certification
• CIS-HAM/SAM, CIS-Discovery and CSA certifications (preferred)
• ServiceNow experiences with exposure to database structures, dashboards, and discovery
• 2-3 years working with an ITSM tool in an administration capacity
• 10 years in Information Technology
• This role must be able to accurately assess technology risks, issues, and solutions
• Leading and coordination of various technical SMEs with minimal supervision driving and delivering high-quality service

Why Join Us?

Join LifeLabs and help shape the future of IT Service Management in a mission-driven healthcare organization. As the ITSM Practice Lead, you'll play a key role in advancing ITSM maturity, driving configuration management excellence, and improving service performance across the enterprise. Working with senior leaders and cross-functional teams, you'll have the opportunity to influence strategy, optimize ITSM processes, leverage platforms like ServiceNow and make a meaningful impact on technology services that support healthcare delivery across Canada.

Salary range: $96,255 - $122,727 CAD annually (commensurate with experience).

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