Information Technology Service Management Consultant – toronto

ITSM Lead (Onshore)

Location: Toronto, Canada

Overview: Own the Incident, Problem, and Change processes for the portfolio. Ensure disciplined execution, robust communications, and reporting. You’ll run Major Incident bridges, maintain SLAs/OLAs, and drive continuous improvement with the tech leads and manager.

Must Have Skill: Experience with Credit Cards

Key Responsibilities:

• Lead Major Incident Management and stakeholder updates.
• Govern ITSM practices in ServiceNow/Jira.
• Track KPIs and drive continuous improvement.
• Coordinate CAB participation and manage change schedules.

Required Skills:

• Deep ITIL/ITSM experience and strong communication skills.
• Familiarity with ServiceNow and cloud environments (Azure and AWS).

Preferred Qualifications:

• Experience running MIM for banking platforms.
• 10+ years in application architecture and leadership