Lead ITIL Designer

Tittle : Lead ITIL Designer
Location: Remote -Toronto, Canada

The designer will lead the design of core ITSM practices (Incident, Problem, Change, Service Request, SACM, and related) within a multi-vendor delivery environment .
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 practice s, 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 have:

- Exposure to ServiceNow as the target platform

- Experience with AIOpsor observability informed process design