The ITSM Practice Enablement Lead (PEL) is responsible for developing, maintaining, and overseeing the enablement of key Service Management (SM) practices, including:

• Incident Management
• Problem Management
• Change Enablement
• Service Configuration Management
• Service Request Management
• Service Level Management

As an orchestrator, integrator, and ITIL subject matter expert, the PEL ensures that process, technology, training, documentation, and methodologies are in place for effective and consistent operations. The role collaborates across Service Delivery teams to drive continual improvement, practice maturity, and global adoption.

The PEL acts as a connector between SM Governance roles, business units, and service delivery areas. They also establish measurement frameworks, monitor metrics and KPIs, and conduct audits to identify gaps and opportunities. The PEL ensures documentation and training materials are current and accessible.

Key Responsibilities:

• Drive enablement, continual improvement, and governance of multiple ITIL-based practices.
• Support Practice Owners in managing and executing SM practices to enhance service delivery.
• Facilitate process improvement workshops across delivery areas.
• Promote adoption of best practices and process consistency globally.
• Serve as subject matter expert for multiple SM practices/processes.
• Provide technical guidance on service management tools (e.g., ServiceNow).
• Advise Practice Owners on methods, techniques, and practice development.
• Deliver a holistic view of processes within the broader service ecosystem.
• Develop and provide training and enablement resources for practice leads.
• Champion proper practice adoption across all four dimensions of service management.
• Partner with the Service Management Product Owner to align on product direction and improvements.
• Conduct value stream mapping, identify dependencies, perform maturity assessments, and recommend improvements.

Skills & Qualifications:

• Proven experience in Management Consulting and IT Service Management.
• ITIL certification (preferably ITIL 4 Managing Professional or Strategic Leader).
• Strong verbal and written communication skills.
• Hands-on experience with ServiceNow modules and integrations.
• Demonstrated thought leadership in Service Management and continual improvement.
• Governance and compliance mindset.
• Ability to influence stakeholders without direct authority.
• Familiarity with frameworks such as ITIL 4, DevOps, Lean, Agile, Agile Service Management, and SRE.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The pay rate that the employer in good faith reasonably expects to pay for this position is $80-$90/hr CAD

Our optional benefits include medical, dental, vision and retirement benefits.

Applications will be accepted on an ongoing basis.

Tundra Technical Solutions (the operator of this Talent Community) is a global leader of contingent talent services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.