Senior Program Manager, ITSM to champion standard methodologies and development of service management processes based on ITSM constructs, ensuring efficien

Our Vancouver client is seeking Senior Program Manager, ITSM to champion standard methodologies and development of service management processes based on ITSM constructs, ensuring efficient and effective IT service delivery across the organization

Must Have:

• Relevant university degree or equivalent experience crafting, planning, implementing, and supporting ITSM
• Minimum of 10 years of experience in IT Service Management, with at least 5 years in a leadership role.
• Detailed knowledge and technical skills of ITIL framework with demonstrable experience with transformation and ongoing operations of Service Management processes
• Demonstrated experience is managing external service providers and ensuring delivery quality
• Proficiency in implementing strategies for successful organizational change and management (PROSCI ADKAR)
• Knowledge of ServiceNow platform, IT Service Management frameworks and other relevant ITSM tools
• Demonstrated experience in leading process improvement and organizational change initiatives
• Validated expertise and overall responsibility in customer service and contact centre services, performance and new generation capabilities
• Excellent presentation, time management, and collaborating skills
• Motivated, goal-oriented, persistent and a skilled negotiator with the ability to collaborate with various teams
• A self-starter with strong problem-solving skills and ability to think strategically
• Ability to speak in Spanish is valuable but not required