IT Service Management Practice Lead

30 International Blvd, Etobicoke, ON M9W 1A2, Canada

Posted Tuesday, September 8, 2026 at 4:00 AM

For over 50 years, Life Labs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.

We are committed innovators, operating

Canada'sfirst commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online.

More than
112 million laboratory tests come through Life Labs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.

We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At Life Labs, you can make a meaningful impact on Canadians’ lives every day.

Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, Life Labs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve.

We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.

Job Title:IT Service Management Practice Lead

Reports to: Senior Manager, IT Service Management

Vacancy status: This posting is for an existing position.

Purpose of the Role

The IT Service Management Practice Lead assists with the strategic direction, governance, configuration oversight, transition of IT services, measuring, reporting, and operational support for the ITSM organization at Life Labs.

This role will focus on managing and maintaining the configuration of an organization's IT infrastructure, systems, applications, and software pertaining to the designated ITSM tool. Ensuring that all components of the IT environment are properly documented, controlled, and measured to support efficient and reliable operations through the multiple ITIL practices.

The ITSM Practice Lead, plays a critical role in maintaining the stability, consistency, and security of the IT environment by effectively managing configuration items and overseeing changes to these items throughout their lifecycle; governance in the maturity and continual service improvements, and a positive role model for IT and the ITSM team to promoting ITIL across the organization.

Your responsibilities will include:

Configuration Management Oversight Configuration Management Is a Foundational Cornerstone Of a Capable ITSM Organization. Ensure The Ongoing Identification and Lifecycle Management of The IT Environment Is Crucial And Fulfilled By

• Configuration Management Planning:
  Develop and implement a configuration management plan that outlines processes, procedures, and best practices for managing the IT environment's configuration within the ITSM tool
• Configuration Item Identification:
  Ensure ongoing identification and recording of all configuration items (CIs) within the IT infrastructure, including hardware, software, network components, databases, and applications
• Configuration Documentation:
  Create and…