Senior Process Manager with ITIL/ServiceNow experience to help re-engineer service management processes for one of our major banking clients- 37912

Senior Process Manager with ITIL/ServiceNow experience to help re-engineer service management processes for one of our major banking clients- 37912

Location Address: Toronto- Hybrid (twice a week but will need to be flexible to come in more often for a max of 5 a days of a week depending on project demands)

Contract Duration: 6 months (Possibility of extension)

Schedule Hours: 9am-5pm Monday-Friday; standard 37.5hrs/week (should be available for occasional off hours meeting/program activities)

Story Behind the Need

• Business group: The IT Service Management team delivers best-in-class technology enhancements in service management for our internal stakeholders and users via robust processes, tools, and governance.
• Projects: The project is ongoing and is a large initiative that aims to re-engineer all of the Service Management processes within the organization and implement all tooling that is needed to support that effort.

Candidate Value Proposition:

The Sr. Process Manager, Change/Release Management plays a pivotal role in advancing best practices across digital product release initiatives. Through governance, standards, policies, and education, this role drives automation, delivers actionable insights, and ensures regulatory compliance. You will lead and support the execution of the product roadmap for the Service Management Release Management module and Digital Product Release (DPR), with a strong emphasis on integrating ServiceNow DPR with DevOps and orchestration environments, including CI/CD pipeline automation and agile delivery practices.

Key Responsibilities:

• Strategic Leadership

• Drive the vision and evolution of change and release management processes across the enterprise.

• Build strong relationships with stakeholders across technology, risk, audit, and business lines.

• Process Design & Optimization

• Lead the analysis, design, and continuous improvement of change and release processes.

• Collaborate with platform teams, CIO representatives, and SREs to ensure alignment with business and technical requirements.

• Integration & Automation

• Oversee the integration of ServiceNow DPR with DevOps pipelines and orchestration tools.

• Champion automation of release workflows and change approvals to improve velocity and compliance.

• Governance & Compliance

• Enforce process standards, controls, and audit readiness.

• Ensure regulatory and risk requirements are embedded in all release and change activities.

• Training & Documentation

• Develop and deliver training programs to promote process adoption.

• Maintain comprehensive documentation for processes, workflows, and governance models.

• Reporting & Metrics

• Implement and monitor KPIs and metrics to assess process performance and compliance.

• Present insights and recommendations to leadership and key stakeholders.

• Project Leadership

• Lead cross-functional initiatives related to change and release management.

• Engage stakeholders such as legal, risk, and audit during project planning and execution.

Must-Have:

• 8+ years experience in a technical domain (e.g., software development, operations, process engineering).

• Strong understanding of Agile, DevOps, and CI/CD pipelines.

• 3-5 years of experience in ITIL / IT Service Management.

• 3+ years of experience with ServiceNow, particularly DPR and Release Management modules.

• Familiarity with process analysis techniques (e.g., Value Stream Mapping, Six Sigma).

Nice-to-Have:

• advanced ITSM experience, especially with ITIL frameworks.

• Spanish language skills.

• Experience with JIRA, Jenkins, GitLab, or other DevOps tools

• ITIL certification preferred

Education & Certifications:

• Bachelor’s degree in Computer Science, Computer Engineering, or a related field.

Best VS. Average Candidate:

A strategic and technically fluent leader who bridges the gap between process and technology. The ideal candidate has hands-on experience in both development and operations, excels in process design, and thrives in a fast-paced, agile environment.

Interview schedule:

1st round - teams - 30 mins - HM

2nd round -teams - 45 mins - Panel (Technical)