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IT Service Management Lead - Incident and Problem Management - Deloitte Global Technology



Toronto, ON, Canada
Posted on Thursday, April 18, 2024

Job Type: Permanent
Work Model:
Reference code:
Primary Location:
Toronto, ON
All Available Locations:
Toronto, ON; Burlington, ON; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Moncton, NB; Ottawa, ON; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Vancouver, BC; Victoria, BC; Winnipeg, MB

Our Purpose

At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.

By living our Purpose, we will make an impact that matters.

  • Learn from deep subject matter experts through mentoring and on the job coaching
  • Build your leadership skills at Deloitte University.
  • Have many careers in one Firm.


What will your typical day look like?

The IT Service Management Lead is an expert in incident, problem, change and release management processes, specializing in following ITIL standards and using ServiceNow ITSM modules. Working within the IT Service Management Strategy & Operations team, this role will lead initiatives to improve the efficiency, effectiveness, and reliability of our ITSM practices. The IT Service Management Lead has a strategic mindset, strong analytical skills, and the ability to collaborate effectively with cross-functional teams to implement process changes and drive organizational change.

Key responsibilities include:

  • Primary lead for Incident and Problem Management
  • Lead the assessment and analysis of our current ITSM process, identifying areas for improvement, inefficiencies, and opportunities for modernization.
  • Develop and implement a comprehensive roadmap for process improvement initiatives, outlining key objectives, milestones, and timelines for modernizing our incident management process.
  • Collaborate closely with stakeholders from various departments, including IT operations, service desk, and business units, to gather input, requirements, and feedback for process improvement initiatives.
  • Drive the design and implementation of new ITSM workflows, procedures, and tools to streamline incident response, reduce resolution times, and improve service levels.
  • Refresh key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of the ITSM process, tracking progress and identifying areas for further optimization.
  • Act as a subject matter expert on ITSM incident management best practices, providing guidance, training, and support to internal teams to foster a culture of continuous improvement and excellence.
  • Stay abreast of industry trends, emerging technologies, and best practices in ITSM and process improvement, incorporating new methodologies and tools to enhance our incident management capabilities.
  • Facilitate regular review meetings and post-implementation reviews to evaluate the impact of process improvements, gather feedback, and identify opportunities for further refinement.
  • Partner with relevant teams and DT leadership to align ITSM process improvement initiatives with broader organizational goals and strategic objectives.

About the team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Enough about us, let’s talk about you

The Qualifications needed for this role are:

  • A Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
  • Proven experience in leading process improvement initiatives in ITSM within a large, complex IT environment.
  • Good understanding of ITSM principles, processes, and frameworks (e.g., ITIL), with ITIL and Lean Six Sigma certification preferred.
  • Experience with ServiceNow ITSM tools and platforms.
  • Demonstrated expertise in process analysis, design, and optimization, with a track record of driving measurable improvements in incident management capabilities.
  • Excellent project management skills, with the ability to develop and execute detailed project plans, manage resources, and track progress against milestones and deliverables.
  • Robust analytical and problem-solving abilities, with the ability to analyze complex issues, identify root causes, and develop pragmatic solutions.
  • Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders and influence change at all levels of the organization.
  • Flexibility to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.

Total Rewards

The salary range for this position is $85,000 - $156,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. Some representative examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, 38+ days off (including 10 firm-wide closures known as "Deloitte Days"), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors. Our TVP is about relationships – between leaders and their people, the firm and its people, peers, and within in our communities.

The next step is yours

At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.