ITIL Specialist

Softchoice•Toronto, ON

9d•CA$76,500 - CA$102,000•Hybrid

About The Position

At Softchoice, a World Wide Technology (WWT) company, we work together to make a new world happen. As an IT solutions provider serving U.S. commercial and SMB organizations, as well as the entire Canadian market, we help organizations turn ambition into real‑world outcomes. We do this through the delivery of secure cloud, AI, software and digital workplace solutions that enable agility, innovation and growth. With a highly engaged, high-performing team, we are certified as a Great Place to Work® in both Canada and the United States, and have been recognized as a Best Workplace in Canada for more than 20 years. We stand proudly for our people and their success through career development and advancement, and continuously strive to do what’s good for our people and communities. As part of WWT, we connect customers to the global scale, advanced innovation, world-class partnerships, and deep expertise of a leader in AI and digital transformation. This includes access to WWT’s Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software that enables customers and partners to conceptualize, test, and validate innovative solutions before deploying them at scale.

Requirements

ITIL v4/V5 certification
Five (5) years of experience in process architecture and standards
Two (2) years of experience working within a Managed Services Provider
Ability to analyze critical factors and variables
A good understanding of services and solutions delivery models
Strong organization skills and attention to detail
Strong problem analysis and solving skills
Self-interest to maintain updated knowledge with technology (industry) best practices
Ability to work independently with minimal supervision
Positive attitude with creative thinking

Responsibilities

Be responsible for providing strategic oversight of the ITIL processes and the interdependent cross-functional business tasks.
Maintaining the Managed Services process architecture, reviewing, and evaluating all proposed changes, whilst ensuring all processes operate in a seamless way.
Ensure all Managed Services related processes are fit for business purpose following industry guidelines.
Maintain holistic oversight of process design, continual improvement of the processes and associated metrics.
Continually review, analyze, and report on process compliance as well as evaluate ROI of implemented improvements to measure efficiency and effectiveness.
Support the review of system/application enhancements, new program initiatives and application upgrades to ensure the frictionless operations of the associated and supporting processes.
Collaborate with Solutions Development team and cross functional teams to create a governance framework, strategy, and process for all service introductions (SI) and Continual Service Improvement (CSI).
Provide the knowledge and resources required to ensure that stakeholders understand the impact on process compliance and architecture prior to a service introduction and/or changes to processes.
Increase awareness of Operations processes, including communicating information about, and any changes to, the processes internally within Managed Services and cross-functionally.
Accountable for working with Managed Service and Cross- functional stakeholders to create and maintain current knowledge articles and process documentation.
Identify improvement opportunities and help to deliver them. This is a key accountability factor for any process owner, as well as identifying and resolving process issues.
Hold regular process reviews with Operations Lead(s)/Owner(s), and Business stakeholders to keep the process up-to-date and to ensure it’s being invoked as intended.
Audit processes regularly to ensure compliance with internal and external vendor requirements (for Partner/Vendor audit certifications).
Collaborate with Operations Leads/Owners, Technical Delivery, and cross-functional business units to identify and implement a process improvement roadmap, output to the enhancements, agile stories, and/or new program initiative releases.
Facilitate, negotiate, and monitor performance against Service Level Agreements (SLAs) with Delivery Management to ensure these are met.
Maintain SLA definitions, configuration, and standard objectives tables in contracts; vet new or proposed SLAs as required.
Ensure that all processes, Operational Level Agreements (OLAs), Service Level Objectives (SLOs) and underpinning contracts are appropriate for the agreed service level targets.
Oversee implementation of critical Service Improvement Plans (SIP)s.