ITIL Lead Designer

Prodapt • Toronto, ON

22h

About The Position

Prodapt is the largest and fastest-growing specialized player in the Connectedness industry, recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider across North America, Europe and Latin America. With its singular focus on the domain, Prodapt has built deep expertise in the most transformative technologies that connect our world. Prodapt is a trusted partner for enterprises across all layers of the Connectedness vertical. Prodapt designs, configures, and operates solutions across their digital landscape, network infrastructure, and business operations – and craft experiences that delight their customers. Today, Prodapt’s clients connect 1.1 billion people and 5.4 billion devices, and are among the largest telecom, media, and internet firms in the world. Prodapt works with Google, Amazon, Verizon, Vodafone, Liberty Global, Liberty Latin America, Claro, Lumen, Windstream, Rogers, Telus, KPN, Virgin Media, British Telecom, Deutsche Telekom, Adtran, Samsung, and many more. A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts in 30+ countries across North America, Latin America, Europe, Africa, and Asia. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 30,000 people across 80+ locations globally. The designer will lead the design of core ITSM practices (Incident, Problem, Change, Service Request, SACM, and related) within a multi-vendor delivery environment involving TELUS, IBM, and Prodapt. Outputs include process designs, RACIs, policy and standards artifacts, and input into tooling and operating model decisions.

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
• Telco or large regulated enterprise background

Nice To Haves

• Exposure to ServiceNow as the target platform
• Experience with AIOps or observability informed process design
• TMF API knowledge
• PSR model knowledge
• Large telco product experience (e.g. SDWAN, Underlay , Multi-site, SASE, WIFI, LAN)
• skills in: UML / Swimlane process flows / Low level designs 3 till 5 (level)

Responsibilities

• Lead the end-to-end design of enterprise ITSM practices including: Incident Management, Problem Management, Change Enablement, Service Request Management, Service Asset & Configuration Management (SACM), Knowledge Management, Event & Major Incident Management
• Define and document: ITSM process frameworks, Operating models, RACI matrices, Policies, standards, and governance controls, Process KPIs, SLAs, OLAs, and compliance metrics
• Create Level 3–5 detailed process flows, UML diagrams, swimlane workflows, and low-level operational designs.
• Collaborate across TELUS, IBM, Prodapt, and partner teams to establish standardized service management practices in a multi-vendor operating environment.
• Provide process design inputs into: ServiceNow implementation and workflow orchestration, Automation and AIOps integration, Observability-driven operations, Service governance and operational reporting
• Support alignment between ITSM processes and telecom operational models, including product lifecycle and service assurance workflows.
• Drive stakeholder workshops, design reviews, governance discussions, and client presentations.
• Ensure all deliverables are enterprise-grade, audit-ready, and aligned with ITIL 4 best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed