ITSM Process Manager

Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change. Make an impact with our Business Technology Services team as an ITSM Process Manager. This diverse team of tech-savvy problem solvers embraces digital transformation, and the possibilities technology brings to the future of our industry. As a trusted advisor, you’ll help connect people, processes, and technology to deliver reliable support, modern digital experiences and scalable solutions to help our team members work smarter, faster, and more effectively. MNP is proudly Canadian. Providing business strategies and solutions, we are a leading national accounting, tax and business advisory firm in Canada. Entrepreneurial to our core, our talented team members transcend obstacles into opportunities and are successfully transforming mid-market business practices. Responsibilities * Own the governance, adoption, and continual improvement of IT Service Management (ITSM) processes, ensuring alignment with business and operational objectives * Establish and maintain process standards, controls, performance measures, and best practices to support effective service delivery * Lead Configuration Management and CMDB governance, ensuring configuration data, service relationships, and operational information remain accurate and reliable * Monitor service performance through KPIs, reporting, and trend analysis, identifying opportunities to improve reliability, efficiency, and user experience * Drive continuous improvement initiatives by addressing recurring issues, service risks, and operational challenges * Leverage automation, analytics, AI, and other technology solutions to streamline processes and enhance operational effectiveness * Partner with technology teams, service providers, and business stakeholders to drive process adoption and organizational alignment * Provide guidance, communication, and coaching to support ITSM best practices across the organization * Coordinate and support major incident management and service improvement activities as required Skills and Experience * At least 4 years of experience with IT Service Management (ITSM) principles and frameworks (e.g., ITIL) * Experience with ServiceNow administration, configuration, or process management * Knowledge of Configuration Management Database (CMDB) concepts, governance, and best practices * Strong analytical and problem-solving skills with the ability to interpret data and identify improvement opportunities * Experience leading process improvement, governance, or operational excellence initiatives * Excellent communication, stakeholder management, and relationship-building abilities * Ability to influence cross-functional teams and drive organizational change MyRewards@MNP With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible ‘Dress For Your Day’ environment, firm sponsored social events and more! Diversity@MNP We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply! Future/Current Opportunity: Current #LI-Hybrid

The ITSM Process Manager will own the governance, adoption, and continual improvement of IT Service Management processes to ensure alignment with business objectives. They will also lead Configuration Management and CMDB governance while leveraging technology to enhance operational effectiveness.

Candidates must have at least 4 years of experience with ITSM principles and frameworks such as ITIL. Proficiency in ServiceNow administration and knowledge of CMDB concepts are required.

• Generous base pay • Vacation time • 4 paid personal days • Group pension plan with 4% matching • Voluntary savings products • Bonus programs • Flexible benefits • Mental health resources • Exclusive access to perks and discounts • Professional development assistance • MNP University • Flexible dress code

• Data analysisPreferred
• Problem solvingPreferred

Identified from the job description. Confirm important requirements above.

• ITSM
• ITIL
• ServiceNow
• CMDB
• Configuration Management
• Process Governance
• KPI Reporting
• Trend Analysis
• Continuous Improvement
• Incident Management
• Stakeholder Management
• Data Analysis
• Problem Solving
• Automation
• AI
• Change Management
• Service Improvement
• Influencing Skills
• Organizational Change Management
• Organizational Leadership
• Technology Solutions
• Digital Transformation
• Business Advisory
• Accounting
• Artificial Intelligence
• Analytics
• Mental Health
• Business Technologies
• Configuration Management Databases
• Communication
• Continuous Improvement Process
• Development Aid
• Disabilities
• Governance
• Scalability
• Innovation
• ITIL 4
• IT Service Management
• Key Performance Indicators (KPIs)
• Operational Excellence
• Relationship Building
• Coaching
• Service Improvement Planning
• Business Strategies
• User Experience (UX)
• Process Improvement
• Process Management
• Reliability
• Technical Acumen

• Technology
• Management & Leadership
• Consulting
• Finance & Accounting
• ITSM Manager
• Business Change Manager
• Management and Organization Analysts
• Business Continuity Planners
• Business Operations Specialists, All Other

Minimum experience

4+ years

Posting language

English

Working hours

40 hours per week