ITIL Specialist

Why you’ll love Softchoice:

 At Softchoice, a World Wide Technology (WWT) company, we work together to make a new world happen. As an IT solutions provider serving U.S. commercial and SMB organizations, as well as the entire Canadian market, we help organizations turn ambition into real‑world outcomes. We do this through the delivery of secure cloud, AI, software and digital workplace solutions that enable agility, innovation and growth.

With a highly engaged, high-performing team, we are certified as a Great Place to Work® in both Canada and the United States, and have been recognized as a Best Workplace in Canada for more than 20 years. We stand proudly for our people and their success through career development and advancement, and continuously strive to do what’s good for our people and communities.

 As part of WWT, we connect customers to the global scale, advanced innovation, world-class partnerships, and deep expertise of a leader in AI and digital transformation. This includes access to WWT’s Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software that enables customers and partners to conceptualize, test, and validate innovative solutions before deploying them at scale.

The impact you will have:

As the Managed Serivces ITIL Specialist, you will:       

Be responsible for providing strategic oversight of the ITIL processes and the interdependent cross-functional business tasks. The ITIL Specialist is responsible for maintaining the Managed Services process architecture, reviewing, and evaluating all proposed changes, whilst ensuring all processes operate in a seamless way.

This role will work in collaboration with the Managed Services Operations, Solutions Development and cross-functional business units to:

• Ensure all Managed Services related processes are fit for business purpose following industry guidelines
• Maintain holistic oversight of process design, continual improvement of the processes and associated metrics
• Continually review, analyze, and report on process compliance as well as evaluate ROI of implemented improvements to measure efficiency and effectiveness

In addition, this role will work in collaboration with the Platform and Operations team, Solutions Development team,  Managed Services Delivery Management, and Business Users to support the review of system/application enhancements, new program initiatives and application upgrades to ensure the frictionless operations of the associated and supporting processes.

• The role requires an extensive understanding of operational processes and procedures that are closely monitored within the organization, an ability to relate the correct level of information to business unit Managers and Executive Management, and actively tracking items to completion. Similarly, the role requires an understanding of the ITIL standards and familiarity with ITILv4 framework to act as the subject matter expert and oversee all Managed Services Operations processes.

What you will do: 

• Collaborate with Solutions Development team and cross functional teams to create a governance framework, strategy, and process for all service introductions (SI) and Continual Service Improvement (CSI).
• Provide the knowledge and resources required to ensure that stakeholders understand the impact on process compliance and architecture prior to a service introduction and/or changes to processes.
• Increase awareness of Operations processes, including communicating information about, and any changes to, the processes internally within Managed Services and cross-functionally.
• Accountable for working with Managed Service and Cross- functional stakeholders to create and maintain current knowledge articles and process documentation.
• Identify improvement opportunities and help to deliver them. This is a key accountability factor for any process owner, as well as identifying and resolving process issues.
• Hold regular process reviews with Operations Lead(s)/Owner(s), and Business stakeholders to keep the process up-to-date and to ensure it’s being invoked as intended.
• Audit processes regularly to ensure compliance with internal and external vendor requirements (for Partner/Vendor audit certifications).
• Collaborate with Operations Leads/Owners, Technical Delivery, and cross-functional business units to identify and implement a process improvement roadmap, output to the enhancements, agile stories, and/or new program initiative releases.
• Facilitate, negotiate, and monitor performance against Service Level Agreements (SLAs) with Delivery Management to ensure these are met.
• Maintain SLA definitions, configuration, and standard objectives tables in contracts; vet new or proposed SLAs as required
• Ensure that all processes, Operational Level Agreements (OLAs), Service Level Objectives (SLOs) and underpinning contracts are appropriate for the agreed service level targets
• Oversee implementation of critical Service Improvement Plans (SIP)s.

What you'll bring to the table:

• ITIL v4/V5 certification
• Five (5) years of experience in process architecture and standards
• Two (2) years of experience working within a Managed Services Provider
• Ability to analyze critical factors and variables 
• A good understanding of services and solutions delivery models
• Strong organization skills and attention to detail
• Strong problem analysis and solving skills
• Self-interest to maintain updated knowledge with technology (industry) best practices
• Ability to work independently with minimal supervision
• Positive attitude with creative thinking

Not sure if you qualify? Think about applying anyway:

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds.  Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

Why You’ll Love Working Here:

• The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
• High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
• Flexibility: Plan your workdays in a way that suits you best
• Award-Winning Workplace: Proudly recognized as a Great Place to Work for 21 consecutive years
• Inclusive Culture: We are committed to a company culture where every team member can be their authentic self
• Competitive Benefits: Benefit from competitive perks that start on day one

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:

We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to working with you to best meet your needs.

Our commitment to your experience:

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

Job Requisition ID: 7682 

EoE/M/F/Vet/Disability  

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