Senior ITSM Strategy Advisor (ITIL) to validate practice sequencing and define a phased ITSM roadmap for a post-secondary Central IT client

Senior ITSM Strategy Advisor (ITIL) to validate practice sequencing and define a phased ITSM roadmap for a post-secondary Central IT client

25-40 hours/week, depending on phase and activities. Local candidates to the lower mainland only, as some onsite visits will be required. Potential to extend for 3-6 months.

Overview:

• The client's Central IT team has implemented TeamDynamix, currently using it mainly for incident management, with some elements of change management in place. Previous efforts to expand ITSM maturity have been paused due to limited capacity, sequencing challenges, and dependencies across teams.
• A draft roadmap has already been developed, covering areas like status page, incident, IT asset management, service design, knowledge, request, and problem management. The client is now looking for a senior advisor to review and validate this sequence, identify dependencies (including those involving faculty IT teams), assess readiness, and help shape a practical, phased roadmap.
• This engagement will start as a focused advisory effort (approximately six weeks, flexible hours), with the potential to extend into an implementation advisory role.
• A key expectation is hands-on guidance paired with strong knowledge transfer to the internal ITSM team.

Must-Have Experience:

• 10+ years in ITSM advisory or ITIL consulting roles
• Proven experience building phased ITSM roadmaps with clear sequencing and dependencies
• Strong knowledge of core ITIL practices (incident, change, problem, request, knowledge, service design, ITAM, etc.)
• ITIL 4 certification (Foundation required; advanced certifications preferred)
• Experience with IT Asset Management implementations
• Background improving major incident processes in complex environments
• Ability to balance strategy with hands-on execution support
• Strong stakeholder engagement and facilitation skills
• Experience transferring knowledge to internal teams

Nice-to-Have:

• Experience in higher education or public sector environments
• Familiarity with federated IT models (central + distributed teams)
• Experience with TeamDynamix (or similar platforms like ServiceNow or BMC Remedy)
• Exposure to status/incident communication tools
• Canadian public sector experience

Responsibilities:

• Assess current ITSM maturity, including processes, governance, TeamDynamix setup, and organizational readiness
• Review and validate the proposed practice sequencing, adjusting where needed based on dependencies and risks
• Identify cross-team dependencies, particularly where faculty IT involvement is required
• Develop a clear 12-18 month roadmap with milestones, prerequisites, and decision points
• Create a risk register with practical mitigation strategies based on past challenges
• Present findings and recommendations to IT leadership, including the CIO
• Prepare a structured handoff for the incoming PM and implementation team
• If extended: provide ongoing advisory support, review solution design, and help adjust the roadmap as needed
• Ensure knowledge transfer to the internal ITSM team throughout