Information Technology Service Management; ITSM Practice Lead

Information Technology Service Management (ITSM) Practice Lead

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Manitoba Liquor and Lotteries is committed to Diversity, Equity and Inclusion. We strive to hire a workforce that reflects the community we serve. Employment equity will be considered therefore applicants who identify as women, Indigenous people, members of racialized groups, and persons with a disability are encouraged to apply.

If you require an accommodation at any time during the recruitment process, please let us know how we can meet your needs.

Job Purpose

Reporting to the Director, Information Technology, the ITSM Practice Lead will focus on creating, monitoring and maturing MBLL’s IT Service Management framework within Information Technology Services (ITS), offering best practices and guiding principles to align IT services with business goals and value creation. This position is responsible for defining the service strategy, policies and tools to enable operations and foster a culture of continuous improvement.

It will provide centralized ITSM support and act as a subject expert, guiding teams through end‑to‑end delivery of IT services.

Responsibilities

• Design and develop Service Management Framework, tools and templates, collating requirements from service owners for new functionality, fulfilling requirements in line with industry best practice.
• Define the ITSM strategy, vision, policies, and standards including chair cross‑functional processes.
• Create and maintain ITSM strategy, vision, policies, processes, and standards that enable cross‑functional service delivery across the lifecycle, providing governance and assurance against a set of proven practices.
• Analyze and assess current and future data needs to create automated, real‑time dashboards based on defined service measures, metrics and key performance indicators (KPIs) for leadership and support teams.
• Map existing services and define future capabilities to develop a roadmap for MBLL based on its service strategy including forecasting demand and financial impacts across services.
• Ensure effective governance is in place for all practices.
• Develop and maintain service catalogue for MBLL IT Services which includes develop, build, test, deploy and update items and workflows.
• Ensure ITSM services meet predefined service level agreements (SLAs) and key performance indicators (KPIs) through measuring and reporting on project performance to the Director assist in determining the effectiveness and efficiency of delivery of services to internal and external interested parties.
• Manage the capture, maintenance, accessibility and relevance of technical documentation, service delivery knowledge, processes and policies. Work with Service Desk and support staff to create and populate MBLL’s Knowledge Management database.
• Assigns, provides oversight and identifies cross department incidents.
• Provide subject matter expertise and define tools, templates and processes to track and manage change, configuration, and release management.
• Oversee the validation and evaluation of configuration management database (CMDB) ensuring adherence to policies, data quality and completeness.
• Oversight and maintenance of Enterprise Service Management Tool (ESM) to support operational planning balancing demand with resources, assisting in the prioritizing and scheduling of enhancements and fixes.
• Provide knowledge, content, and train teams and individuals on the use of IT Service Management processes.
• Lead the continuous improvement of ITSM processes and services, ensuring they meet evolving business needs and industry standards including developing models that provide the mechanism to clearly explain how ITIL strategy, process, business structure and resources can be utilized.
• Perform objective analysis on the organizational challenges and related service management opportunities with the goal of maximizing existing resources and streamlining business operation processes.
• Align ITSM maturity improvements with business value and achieve consistency by balancing updates across the six…