It Service Management Practice Lead

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.
Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada. The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust.  Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you.
Make a difference – join the LifeLabs team today!
Reports to: Senior Manager, IT Service Management
Purpose of the Role The IT Service Management Practice Lead assists with the strategic direction, governance, configuration oversight, transition of IT services, measuring, reporting, and operational support for the ITSM organization at LifeLabs. This role will focus on managing and maintaining the configuration of an organization's IT infrastructure, systems, applications, and software pertaining to the designated ITSM tool. Ensuring that all components of the IT environment are properly documented, controlled, and measured to support efficient and reliable operations through the multiple ITIL practices.
The ITSM Practice Lead, plays a critical role in maintaining the stability, consistency, and security of the IT environment by effectively managing configuration items and overseeing changes to these items throughout their lifecycle; governance in the maturity and continual service improvements, and a positive role model for IT and the ITSM team to promoting ITIL across the organization.
This is a full time remote role based in Ontario or British Columbia.
Core Accountabilities
Configuration Management Oversight
-Develop and implement a configuration management plan that outlines processes, procedures, and best practices for managing the IT environment's configuration within the ITSM tool
-Ensure ongoing identification and recording of all configuration items (CIs) within the IT infrastructure, including hardware, software, network components, databases, and applications
-Create and maintain accurate and up-to-date documentation for each configuration item
-Collaborate with change management teams to assess the impact of proposed changes to the IT environment and ensure that changes are properly authorized, tested, and implemented
-Define and maintain configuration baselines
-Conduct regular audits to verify that the actual configuration of IT components matches the documented configuration, identifying and rectifying discrepancies
-Coordinate the deployment of software releases and updates, ensuring that the configuration changes are executed smoothly and without disrupting services
-Collaborate with incident and problem management teams to analyze and resolve configuration-related incidents and problems, minimizing their impact on operations
-Ensure that the IT environment adheres to regulatory requirements, industry standards, and security policies
-Utilize configuration management tools to automate the tracking, documentation, and management of configuration items
-Work closely with cross-functional teams to gather and share configuration-related information and updates
-Continuously assess and improve the configuration management processes to enhance efficiency, accuracy, and alignment with business goals
-Provide training and guidance to IT staff on configuration Management Practices
-Identify and mitigate potential risks associated with configuration changes
ITIL Practices Coach 
-Partner with ITSM peers on practice maturity initiatives, measuring/reporting, process revisions, etc., along with working/supporting interactions with IT. Each practice needs to tie back to the configuration management discipline, to successfully be able to measure and report on how IT and IT services are performing
-Work with IT, Service Owners, and the ITSM Senior Manager, to establish SLA and criticality
-Assist with various project initiatives such as road map deliverables, integrations, and or introductions of new subprocesses
Service Catalog Custodian
-Lead the development and maintain a production visible catalog, that captures key attributes for the purpose of IT and end users to see, find, request, report issues
-Ensure that IT develops specific and measurable targets for all IT services listed in the Service Catalog
ITIL Service Level Management 
-Offer and enhance business relationships and customer communications in combination with the Practice of Business Relationships Management
-Ensure service levels are subject to proactive, cost-effective continual improvements, even when meeting all agreed targets
 
Qualification and Skills
-Bachelor’s degree in Engineering, Computer Science, or equivalent experience
-10 years in information technology with 5 years in working experience in an ITSM organization with hands on experience/exposure in SACM and SLM
-2-3 years working experience with an ITSM tool in a administration capacity (ServiceNow or BMC Helix)
-Must be ITIL v4 foundation certified
-Must be able to accurately assess technology risks, issues, and solutions
#LI SW1 #INDEED
Hiring Range: $90,800 to $115,700
The hiring range has been established, however, the final salary recommendation will be determined based off the level of experience, education requirement, external market conditions and internal equity. 
In this position, you will be eligible for Lifelabs annual bonus.
Employee Benefits:
In this position, you will be eligible to participate LifeLabs’ group benefits plan which is available to LifeLabs employees in accordance with the terms and conditions of those plans.
Retirement Savings:
The LifeLabs plans provide members with an easy way to save for retirement. By participating in the plan, you receive contributions made to your account on your behalf from LifeLabs.
Vacation Entitlement:
In this position, you will be entitled to vacation. We promote a healthy work-life balance and expect your full vacation to be taken each year. 
Employee Wellness:
LifeLabs offers an award-winning Wellness Program focused on supporting your total health and well-being under our physical, emotional, and financial wellness pillars. We have been recognized in the industry for our focus on mental health supports.
Employee Giving program:
Designed to support any employee who donates, fundraises or volunteers for a Canadian Registered Charity or Non-Profit Organization.
In addition, LifeLabs offers professional development and membership reimbursement, access to preferred rates and discount programs - WorkPerks, Home and Auto Insurance, Costco Membership, etc. - and Optional Health-related Benefits.
At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.
In accordance with 
LifeLabs’ Accessibility Policy
, the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, your recruiter or email 
careerslifelabs
.
Vaccinations are highly encouraged at LifeLabs’. Vaccinations may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be fully vaccinated with the current Government approved COVID-19 vaccinations.