We are looking for an experienced ITSM Consultant to support a organization in Hamilton, Ontario. This Long-term Contract opportunity is suited to a senior detail-oriented individual who can strengthen service management practices, improve operational consistency, and guide teams through sustainable change. The successful candidate will work closely with leadership and service delivery stakeholders to build practical processes, encourage adoption, and advance a structured service management framework.

Responsibilities:

• Review existing service management practices, supporting tools, and delivery approaches to identify improvement opportunities and operational priorities.

• Develop and roll out fit-for-purpose ITSM processes such as incident, problem, change, and request management with a strong emphasis on usability and team adoption.

• Define effective Tier 1 service desk procedures, service workflows, and measurable performance expectations to improve frontline support.

• Contribute to the assessment and possible selection of an ITSM platform, including solutions such as Provance or comparable technologies.

• Collaborate with IT leaders to shape a service management roadmap, establish oversight practices, and support long-term governance objectives.

• Promote consistent process standards across teams while working thoughtfully within a unionized and relationship-driven environment.

• Create clear documentation, communication materials, and training resources to help staff understand and apply new practices successfully.

• Provide coaching and guidance to service delivery teams to build capability, accountability, and confidence in ITSM operations.

• Demonstrated experience leading ITSM process implementation and improvement initiatives in mid-sized to large organizations.
• Strong working knowledge of IT service management frameworks, with certification considered an asset.
• Background supporting organizations with developing process maturity or significant operational transformation needs.
• Proven ability to align process enhancement efforts with stakeholder engagement and change management considerations.
• Hands-on familiarity with ITSM platforms such as ServiceNow, Provance, Jira, or similar service delivery tools.
• Excellent communication and relationship-building skills, with the ability to influence both technical and non-technical audiences.
• Experience in public sector or municipal environments is considered an asset.
• Previous work with unionized teams or involvement in ITSM tool evaluation and implementation initiatives is preferred.

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