JOB TITLE: IT SERVICE MANAGEMENT (ITSM) LEAD

Location: Ville Saint-Laurent, QC or Richmond Hill, ON or Minnetonka, MN or Scottsdale, AZ or Vancouver, WA
Job Type: Full-time
Work Environment: Hybrid (2 days per week in the office)
Reporting Structure: Reports to the Senior Director, IT Project & Service Management
Are you ready for a new challenge? Let’s roll your career with MTY! A delicious future awaits you! #Letsroll #Tastyfuture
The MTY Group is a family whose heart beats to the rhythm of its brands and its employees.
Over the past 40 years, EXCELLENCE, ENTHUSIASM and INNOVATION have led us to success.
Today, we continue to look for talented professionals who want to work for a company that will offer them opportunities for growth and many rewarding experiences.
MTY offers its employees dynamic, unique and valuable professional experience.

POSITION SUMMARY:

We are seeking a proactive and experienced IT Service Management (ITSM) Lead to oversee and continuously improve the Incident, Problem, and Change Management processes at MTY. This role plays a critical part in ensuring operational stability, service quality, and effective process governance across the organization.
As part of a geographically distributed company with operations across Canada and the United States, the ITSM Lead will work closely with infrastructure, applications, support teams, and business stakeholders to deliver responsive incident handling, dependable change management, and long-term service reliability.

QUALIFICATIONS:

• Minimum of 5 years of experience in IT service management with hands-on responsibility for Incident, Problem, and Change Management.
• Strong understanding of ITIL frameworks and practical application in real-world environments.
• Demonstrated experience supporting multi-site teams in a complex IT environment.
• Excellent analytical, problem-solving, and documentation skills.
• Strong interpersonal and communication skills, with the ability to engage technical and business stakeholders.
• Experience facilitating cross-functional collaboration during critical incidents or major changes.
• Experience using ITSM and monitoring tools (e.g., dashboards, incident/event tracking, service reporting) is an asset.

• Oversee and improve Incident, Problem, and Change Management processes across the IT organization.
• Serve as the process owner for ITSM practices, managing governance, adoption, and continuous improvement.
• Lead major incident response for high-priority (P1/P2) events, including coordination of cross-functional teams, facilitation of incident bridges, and real-time updates to IT leadership and business stakeholders.
• Coordinate with relevant teams (e.g. Business Continuity, Disaster Recovery) to minimize the impact of critical incidents.
• Lead post-incident reviews and root cause analyses (RCAs), ensuring accountability and timely completion of corrective actions.
• Conduct post-implementation reviews (PIRs) following both major incidents and significant changes to capture lessons learned and improve process reliability.
• Facilitate and chair Change Advisory Board (CAB) meetings to evaluate and prioritize proposed changes.
• Lead the emergency change process by scheduling emergency CAB meetings, securing approvals, and ensuring stakeholder awareness.
• Develop and maintain documentation including policies, workflows, and guides.
• Define and track key performance indicators (KPIs) to assess process effectiveness and drive improvements.
• Act as the primary process owner and key stakeholder for the ITSM platform, ensuring it aligns with organizational and operational objectives.
• Collaborate with internal ITSM platform administrators and development teams to define and implement workflows, forms, dashboards, and automations.
• Maintain a prioritized backlog of enhancements, process improvements, and system optimizations, coordinate testing and deployment with relevant teams.
• Partner with infrastructure and operations teams to leverage monitoring tools for early issue detection and resolution.
• Provide regular reports and insights to IT leadership on trends, risks, and opportunities.
• Communicate effectively during high-impact incidents and changes, ensuring consistent updates to stakeholders.
• Deliver process training, adoption support, and guidance across teams.