IT Service Management Lead

long term Contract //Calgary- Hybrid//Canada . Please share resumes to Amarjeet.Kumar@akkodisgroup.com

Role:- IT Service Management Lead
Location- Calgary- Hybrid 3 days at Onsite 5 days business hours and on-call support
Employment Type: Contract

Years of Experience: 5-8 Years

Job Summary:
We are looking for an experienced IT Service Management Lead to oversee Incident Management, Major Incident Management, and Problem Management for our IT services. This role will be responsible for ensuring the swift resolution of service disruptions, driving root-cause analysis, and implementing long-term fixes to improve service quality and reliability.
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Key Responsibilities:
• Incident Management: Lead incident resolution, ensuring alignment with SLAs and minimizing service disruption.
• Major Incident Management: Manage critical incidents, coordinate technical teams, and communicate status updates to stakeholders.
• Problem Management: Identify and resolve root causes of recurring incidents, document workarounds, and maintain the Known Error Database (KEDB).
• Process & Continuous Improvement: Ensure ITSM processes are aligned with ITIL best practices. Work with service owners to improve service stability and reduce operational risk.
• Collaborate with cross-functional teams to improve ITSM processes and reduce service outages.
• Report on key performance metrics and ensure continuous improvement of ITSM processes.
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Preferred Qualifications:
• 7+ years of experience in ITSM roles (Incident, Major Incident, and Problem Management).
• Strong knowledge of ITIL v3 or ITIL 4 best practices (certification preferred).
• Experience with ITSM tools (ServiceNow, Remedy, Jira, etc.).
• Excellent problem-solving, communication, and leadership skills.
• Ability to work under pressure and manage critical incidents in real-time.
• Ability to collaborate across technical and non-technical audiences.