ITIL Lead Designer

Overview

The designer will lead the design of core ITSM practices (Incident, Problem, Change, Service Request, SACM, and related) within a multi-vendor delivery environment involving TELUS, IBM, and Prodapt. Outputs include process designs, RACIs, policy and standards artifacts, and input into tooling and operating model decisions.

Responsibilities

Key Responsibilities

• Lead the end-to-end design of enterprise ITSM practices including:
• Incident Management
• Problem Management
• Change Enablement
• Service Request Management
• Service Asset & Configuration Management (SACM)
• Knowledge Management
• Event & Major Incident Management
• Define and document:
• ITSM process frameworks
• Operating models
• RACI matrices
• Policies, standards, and governance controls
• Process KPIs, SLAs, OLAs, and compliance metrics
• Create Level 3–5 detailed process flows, UML diagrams, swimlane workflows, and low-level operational designs.
• Collaborate across TELUS, IBM, Prodapt, and partner teams to establish standardized service management practices in a multi-vendor operating environment.
• Provide process design inputs into:
• ServiceNow implementation and workflow orchestration
• Automation and AIOps integration
• Observability-driven operations
• Service governance and operational reporting
• Support alignment between ITSM processes and telecom operational models, including product lifecycle and service assurance workflows.
• Drive stakeholder workshops, design reviews, governance discussions, and client presentations.
• Ensure all deliverables are enterprise-grade, audit-ready, and aligned with ITIL 4 best practices.

Requirements

Requirements

• ITIL 4 certified, Managing Professional or higher preferred
• 10+ years of hands-on ITSM process design experience
• Proven lead designer track record on enterprise scale ITSM programs
• Experience designing across multiple practices, not just one
• Comfortable operating in a multi-vendor delivery model
• Strong written deliverable quality, able to produce client ready artifacts
• Telco or large regulated enterprise background

Nice to have

• Exposure to ServiceNow as the target platform
• Experience with AIOps or observability informed process design
• TMF API knowledge
• PSR model knowledge
• Large telco product experience (e.g. SDWAN, Underlay , Multi-site, SASE, WIFI, LAN)
• skills in: UML / Swimlane process flows / Low level designs 3 till 5 (level)

Key Responsibilities

• Lead the end-to-end design of enterprise ITSM practices including:
• Incident Management
• Problem Management
• Change Enablement
• Service Request Management
• Service Asset & Configuration Management (SACM)
• Knowledge Management
• Event & Major Incident Management
• Define and document:
• ITSM process frameworks
• Operating models
• RACI matrices
• Policies, standards, and governance controls
• Process KPIs, SLAs, OLAs, and compliance metrics
• Create Level 3-5 detailed process flows, UML diagrams, swimlane workflows, and low-level operational designs.
• Collaborate across TELUS, IBM, Prodapt, and partner teams to establish standardized service management practices in a multi-vendor operating environment.
• Provide process design inputs into:
• ServiceNow implementation and workflow orchestration
• Automation and AIOps integration
• Observability-driven operations
• Service governance and operational reporting
• Support alignment between ITSM processes and telecom operational models, including product lifecycle and service assurance workflows.
• Drive stakeholder workshops, design reviews, governance discussions, and client presentations.
• Ensure all deliverables are enterprise-grade, audit-ready, and aligned with ITIL 4 best practices.

Requirements

• ITIL 4 certified, Managing Professional or higher preferred
• 10+ years of hands-on ITSM process design experience
• Proven lead designer track record on enterprise scale ITSM programs
• Experience designing across multiple practices, not just one
• Comfortable operating in a multi-vendor delivery model
• Strong written deliverable quality, able to produce client ready artifacts
• Telco or large regulated enterprise background

Nice to have

• Exposure to ServiceNow as the target platform
• Experience with AIOps or observability informed process design
• TMF API knowledge
• PSR model knowledge
• Large telco product experience (e.g. SDWAN, Underlay , Multi-site, SASE, WIFI, LAN)
• skills in: UML / Swimlane process flows / Low level designs 3 till 5 (level)