Service Operations Lead

Job summary

Lead Incident, Problem, and Request Management processes, oversee outsourced Service Desk performance, and support IT Change Management activities. Use reporting, customer feedback, root cause analysis, and ITIL practices to improve service quality, governance, and operational performance.

Job details

Pay Rate: $72.95/hour, depending on experience Contract Length: 1 year Location: Burnaby, British Columbia Raise is currently hiring a Service Operations Lead on behalf of our client. They’re expanding their team to meet growing needs, making this a unique opportunity to work with an industry leader. Our Client, is one of the largest electrical energy suppliers in Canada. Note: The primary pay rate is based on T4 classification; however, we will also consider applications from candidates interested in an INC classification, where applicable. Description The Service Operations Lead in this role will support and enhance IT Service Management (ITSM) processes within a complex, multi-vendor technology environment. This role is primarily focused on Incident, Problem, and Request Management, customer satisfaction oversight, and Service Desk governance, while also providing support for IT Change Management activities. The successful candidate will leverage ITIL best practices to drive operational excellence, ensure service quality, identify improvement opportunities through data analysis, and work collaboratively with internal stakeholders and external service providers to improve IT service performance. Responsibilities Manage and coordinate Incident, Problem, and Request Management processes, including Major Incident Management activities. Provide operational oversight of outsourced Service Desk services, ensuring alignment with service level expectations and organizational standards. Monitor service performance, customer satisfaction, and service desk effectiveness through reporting, and trend analysis. Oversee customer complaint and satisfaction processes, identifying trends and improvement opportunities. Facilitate Root Cause Analysis (RCA) sessions and coordinate corrective actions to address recurring issues. Support IT Change Management processes, including low-risk change reviews, CAB coordination, outage communications, and change governance activities. Conduct User Acceptance Testing (UAT) and support ServiceNow enhancements and upgrades. Develop and maintain ITSM processes, procedures, standards, and training materials. Ensure compliance with ITIL processes, organizational policies, and technology governance requirements. Produce operational and executive reporting and provide insights to support decision-making and performance improvement. Qualifications Minimum 9 years of experience in IT Service Management in large corporations. Experience working within multi-vendor or SIAM environments. Experience developing ITSM processes, policies, SOPs, and governance frameworks. ITIL Certified with demonstrated experience in Incident, Problem, Request, and IT Change Management processes. Provide oversight of the Major Incident Management process, ensuring process compliance, effective stakeholder communications, and continual service improvement. Excellent stakeholder management, communication, facilitation, and problem-solving skills. Proven experience driving service performance improvements and operational excellence. Self-motivated professional with the ability to work independently and influence positive operational outcomes. Hands-on experience with ServiceNow and ITSM reporting tools Education and Certifications University degree or equivalent combination of education and experience Additional Information Every contractor must supply their own Windows 11 Laptop computer for the duration of the assignment. Every contractor must supply their own “Smart Phone”. This is needed to gain access to the Organizations network. Looking for meaningful work? We can help! Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity. We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities. We have a dedicated webpage for accommodations where you can learn more about what we offer and request accommodation: https://raise.jobs/accommodations/ In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or any other Raise job posting (or have any other questions), please contact us at +1 800-567-9675 or hello@raiserecruiting.com. #WES

What you’ll do

Lead Incident, Problem, and Request Management processes, oversee outsourced Service Desk performance, and support IT Change Management activities. Use reporting, customer feedback, root cause analysis, and ITIL practices to improve service quality, governance, and operational performance.

Requirements

Requires at least 9 years of corporate IT Service Management experience, ITIL certification, and experience in multi-vendor or SIAM environments. Candidates should have hands-on ServiceNow and ITSM reporting experience, strong stakeholder and facilitation skills, and a university degree or equivalent education and experience.

Listed skills

• Incident Management · Preferred
• Root Cause Analysis · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Management
• Incident Management
• Major Incident Management
• Problem Management
• Request Management
• IT Change Management
• Service Desk Governance
• ITIL
• ServiceNow
• Root Cause Analysis
• User Acceptance Testing
• Service Performance Reporting
• Customer Satisfaction Oversight
• Stakeholder Management
• Process Development
• Multi-Vendor Management

Job areas

• Technology
• Management & Leadership
• Customer Service & Support
• Energy

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