Senior IT Service Management Advisor
Job in
Pickering, Ontario, Canada
Listing for:
CPUS Engineering Staffing Solutions Inc.
Full Time
position
Listed on 2026-01-02
Job specializations:
-
IT/Tech
IT Support, IT Project Manager, IT Business Analyst, Systems Analyst
Job Description & How to Apply Below
Position: OPEN: Senior IT Service Management Advisor
Job Overview
The Senior IT Service Management Advisor is a highly skilled Major Incident Commander responsible for leading and enhancing IT Service Management practices across the organization. This role ensures compliance with ITIL-based processes for incident, request, problem, change, knowledge, and release management, while promoting adoption, enabling tool capabilities, and driving service excellence. As the central authority during major incidents, the Senior ITSM Advisor facilitates resolution bridges, leads cross-functional collaboration, provides timely executive-level updates, and serves as a critical escalation point for internal teams and external vendors.
They work closely with management to meet or exceed service benchmarks, minimize business disruption, and maintain stakeholder confidence. Additionally, the Senior ITSM Advisor supports the IT Service Management Office by backfilling key ITSM process roles as needed, contributing to operational resilience and continuous improvement.
JOB DUTIES
Improve ITSM efficiency and compliance by maintaining and optimizing in-scope practices, resulting in increased process adherence and streamlinedservice delivery.Increase process clarity and team competency through effective facilitation of ITSM Practice meetings and continuous improvement initiativeswithin Service Now.Reduce incident resolution times and enhanced customer satisfaction by leading cross-functional ticket management and incident coordinationefforts.Boost platform reliability and uptime by coordinating with technical teams to resolve complex infrastructure and system issues.Optimize ITSM tools and workflows through the application of Lean methods, driving measurable improvements in service delivery.Ensure timely issue resolution and service continuity by independently prioritizing and executing critical tasks under pressure.Improve ITSM performance metrics by analyzing data trends and implementing targeted mitigation strategies.Enhance process effectiveness and staff capabilities by delivering expert guidance on Service Transition and Service Operation functions.Increase understanding and adherence to ITSM processes through creation and presentation of targeted communication and training materials.Strengthen service quality and operational resilience by ensuring ITIL-compliant process execution.Improve vendor performance and incident resolution times by proactively collaborating with third-party service providers.Minimize business disruption and ensured timely recovery by leading Major Incident Bridges and maintaining detailed incident documentation.Accelerate resolution during outages by fostering clear, aligned cross-functional communication and collaboration.Increase long-term system stability by driving root cause analyses and implementing preventative solutions.Ensure real-time responsiveness and minimized impact by executing swift actions during IT emergencies.Maintain stakeholder confidence and alignment by translating complex technical issues into clear, actionable updates during Major Incidents.Enable informed executive decision-making by delivering high-quality reports detailing incident impact and resolution progress.Increase service stability and audit readiness by aligning Major Incident processes with ITIL standards and governance frameworks.Enhance escalation workflows and process effectiveness through active participation in ITSM process improvement initiatives.Reduce repeat incidents and improved service availability by identifying and addressing recurring problems through data driven analysis.Strengthen future incident response by leading post-incident reviews and embedding lessons learned into operations.Cultivate a high-performing, improvement-oriented culture by promoting cross-functional collaboration and continuous service enhancement.SUPPLEMENTARY NOTES
ITIL 4 Certification & Best Practices – This position will involve leveraging ITIL 4 best practices to guide Incident & Major Incident Management, requiring ITIL 4 Foundation certification (or higher) to ensure process alignment with industry standards.Service Now Expertise & Incident Module – This…
Position Requirements
10+ Years
work experience
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