Requirements:

- ITIL 4 certified, Managing Professional or higher preferred

- 10+ years of hands-on ITSM process design experience

- Proven lead designer track record on enterprise scale ITSM programs

- Experience designing across multiple practices, not just one

- Comfortable operating in a multi-vendor delivery model

- Strong written deliverable quality, able to produce client ready artifacts

- Toronto based, able to attend client sessions as needed

- Telco or large regulated enterprise background

Nice to have:

- Exposure to ServiceNow as the target platform

- Experience with AIOps or observability informed process design