IT Service Management Lead

Position Overview:

Position Summary:

We are seeking a proactive and experienced IT Service Management (ITSM) Lead to oversee and continuously improve the Incident, Problem, and Change Management processes at MTY. This role plays a critical part in ensuring operational stability, service quality, and effective process governance across the organization.

As part of a geographically distributed company with operations across Canada and the United States, the ITSM Lead will work closely with infrastructure, applications, support teams, and business stakeholders to deliver responsive incident handling, dependable change management, and long-term service reliability.

 

Responsibilities:

Change Management Leadership

• Own and continuously improve the Change Management process across the IT organization, ensuring consistency, governance, and adoption.
• Establish and enforce a structured, risk-based approach to change, including:
• Change classification
• Risk assessment
• Approval workflows and accountability
• Facilitate and chair Change Advisory Board (CAB) meetings:
• Review and prioritize changes
• Assess business impact, dependencies, and risk
• Ensure alignment across teams and systems
• Lead the emergency change process (ECAB), including rapid coordination, approvals, and post-change reviews.
• Ensure all changes are properly documented, scheduled, communicated, and audited.
• Drive Post-Implementation Reviews (PIRs) for failed or high-risk changes, ensuring lessons learned and corrective actions are tracked.
• Promote a culture of change discipline and accountability across IT and business teams.

ITSM Process Ownership (Incident & Problem)

• Oversee and improve Incident and Problem Management processes, ensuring alignment with Change Management.
• Lead major incident response (P1/P2), coordinating cross-functional teams and providing real-time updates.
• Ensure effective root cause analysis (RCA) and linkage between incidents, problems, and changes.

 

Governance, Metrics & Continuous Improvement

• Define and track key performance indicators (KPIs), including:
  • Change success rate and failure/rollback rate
  • Emergency change frequency
  • Incident trends related to change activity
• Provide regular reporting and insights to IT leadership on risks, trends, and opportunities.
• Identify and drive continuous improvement initiatives across ITSM processes.
• Ensure compliance with ITSM policies and governance standards.

ITSM Platform & Process Enablement

• Act as the administrator and process owner for ITSM platform, ensuring alignment between platform capabilities and business needs.
• Collaborate with ITSM platform administrators and Tech Group teams to:
  • Configure and optimize change workflows, approval processes, and forms
  • Develop dashboards and reporting for change and incident metrics
  • Implement automation to improve efficiency and control
  • Maintain a prioritized backlog of enhancements related to ITSM processes and platform
  • Support testing, deployment, and adoption of platform updates and process improvements.

 

What you bring to the table:

• Minimum of 5 years of experience in IT service management with hands-on responsibility for Incident, Problem, and Change Management.
• Strong understanding of ITIL frameworks and practical application in real-world environments.