Akkodis is partnered with a leading FinTech who specialize in payment processing to recruit a Manager, ITSM Process Lead to join an IT Service Management team located in Toronto. In this role, you will be responsible for overseeing a team of 5 direct reports. Outside your people management responsibilities, you'll play a pivotal role in driving ITSM transformation - enhancing processes, implementing improvements, and ensuring ITSM best practices are embedded across the technology environment. What you'll do: Lead & Enhance ITSM Processes – Oversee Incident, Major Incident, Problem, and Change Management, ensuring compliance, efficiency, and continuous improvement. Drive ITSM Transformation – Execute the ITSM roadmap, introduce new tools like CAB Workbench, and implement training programs to support adoption. Manage a High-Performing Team – Guide and mentor a team of five direct reports, including a Major Incident Manager, fostering best-in-class ITSM capabilities. Lead High-Stakes Major Incidents – Take command in 24/7 critical situations when needed, making sound decisions under pressure and coordinating with senior technology leaders. Be the Trusted ITSM Expert – Present regularly to the CTO and SVPs, leveraging industry knowledge to drive strategic ITSM advancements. Promote Data-Driven Improvement – Analyze key ITSM metrics, identify trends, and spearhead initiatives to enhance overall service quality. What You Bring 10 years in IT Service Management (ITSM), with hands-on experience in Incident, Major Incident, Problem, and Change Management 3 years of leadership experience, managing ITSM teams in enterprise environments Strong track record of introducing, managing, and optimizing ITSM processes in large, complex organizations Exceptional communication & stakeholder management skills—confident presenting to executive leadership Experience with CAB Workbench implementation and ITSM training programs (a plus) ITIL V3 or V4 Intermediate certification (Expert level is an asset) If you are interested in learning more or would like to discuss any other ITSM Process & transformation roles, don't hesitate to apply