Job title:

Sr. ITSM Process Manager

Company

ProViso Consulting

Story Behind the Need

Business group: The IT Service Management team delivers best-in-class technology enhancements in service management for our internal stakeholders and users via robust processes, tools, and governance.
Projects: The project is ongoing and is a large initiative that aims to re-engineer all of the Service Management processes within the organization and implement all tooling that is needed to support that effort.
Reason: additional workload

Candidate Value Proposition:

The Sr. Process Manager, Change/Release Management plays a pivotal role in advancing best practices across digital product release initiatives.
Through governance, standards, policies, and education, this role drives automation, delivers actionable insights, and ensures regulatory compliance.
You will lead and support the execution of the product roadmap for the Service Management Release Management module and Digital Product Release (DPR), with a strong emphasis on integrating ServiceNow DPR with DevOps and orchestration environments, including CI/CD pipeline automation and agile delivery practices.

Key Responsibilities:

Strategic Leadership
Drive the vision and evolution of change and release management processes across the enterprise.
Build strong relationships with stakeholders across technology, risk, audit, and business lines.
Process Design & Optimization
Lead the analysis, design, and continuous improvement of change and release processes.
Collaborate with platform teams, CIO representatives, and SREs to ensure alignment with business and technical requirements.
Integration & Automation
Oversee the integration of ServiceNow DPR with DevOps pipelines and orchestration tools.
Champion automation of release workflows and change approvals to improve velocity and compliance.
Governance & Compliance
Enforce process standards, controls, and audit readiness.
Ensure regulatory and risk requirements are embedded in all release and change activities.
Training & Documentation
Develop and deliver training programs to promote process adoption.
Maintain comprehensive documentation for processes, workflows, and governance models.
Reporting & Metrics
Implement and monitor KPIs and metrics to assess process performance and compliance.
Present insights and recommendations to leadership and key stakeholders.
Project Leadership
Lead cross-functional initiatives related to change and release management.
Engage stakeholders such as legal, risk, and audit during project planning and execution.

Must-Have:

8+ years experience in a technical domain (e.g., software development, operations, process engineering).
Strong understanding of Agile, DevOps, and CI/CD pipelines.
3–5 years of experience in ITIL / IT Service Management.
3+ years of experience with ServiceNow, particularly DPR and Release Management modules.
Familiarity with process analysis techniques (e.g., Value Stream Mapping, Six Sigma).

Nice-to-Have:

Soft Skills:

Education & Certifications:

Bachelor’s degree in Computer Science, Computer Engineering, or a related field.

Best VS. Average Candidate:

A strategic and technically fluent leader who bridges the gap between process and technology. The ideal candidate has hands-on experience in both development and operations, excels in process design, and thrives in a fast-paced, agile environment.

Interview schedule:

Job Details13422Contract6 monthsToronto

Toronto, ON

Thu, 24 Jul 2025 22:08:49 GMT

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