IT Service Operations Lead

IT Service Operations Lead

Position Description
We are seeking a proactive and experienced IT Service Operations Lead to oversee and drive the end-to-end management of IT incidents, service requests, and problem management activities within a large enterprise environment. This role is critical to ensuring service stability, minimizing business disruption, and improving operational efficiency across IT services.

The ideal candidate will bring strong expertise in IT Service Management (ITSM), Major Incident Management, stakeholder communication, and cross-functional coordination. Working closely with Service Desk, Infrastructure, Application Support, and business stakeholders, the successful candidate will lead high-impact incident response activities, drive continuous improvement initiatives, and contribute to operational excellence and customer satisfaction.

This is a hybrid role based in Halifax, NS, requiring 2 days per week onsite.

Your future duties and responsibilities
Incident Management
• Lead and coordinate the full lifecycle of IT incidents from identification through resolution and closure.
• Drive Major Incident Management (MIM) activities, including bridge calls, escalation management, stakeholder communication, and executive updates.
• Classify, prioritize, and escalate incidents based on business impact, urgency, and severity.
• Ensure timely resolution of incidents while minimizing disruption to business operations.
• Monitor incident trends and recommend proactive improvements to enhance service reliability and operational performance.
• Conduct post-incident reviews and facilitate root cause analysis sessions to identify corrective and preventive actions.
• Develop, maintain, and continuously improve incident management processes aligned with ITIL best practices.

Service Request Management
• Oversee the efficient handling and fulfillment of IT service requests in accordance with established SLAs and operational standards.
• Collaborate with cross-functional technical teams to streamline request fulfillment processes and improve service delivery.
• Monitor service request queues, identify bottlenecks, and implement process optimization initiatives.
• Maintain operational procedures, workflows, and knowledge documentation.
• Track and report on service request KPIs, metrics, and performance trends.

Problem Management
• Lead problem management activities focused on identifying and eliminating recurring incidents and systemic issues.
• Coordinate root cause analysis (RCA) efforts and drive implementation of permanent corrective actions.
• Maintain and manage problem records and the Known Error Database (KEDB).
• Partner with Change and Release Management teams to implement sustainable fixes and preventive measures.
• Facilitate regular problem review meetings to ensure progress toward long-term resolution and service stability.

Stakeholder & Operational Management
• Serve as the primary point of contact during critical incidents, ensuring stakeholders remain informed and engaged throughout the resolution process.
• Build strong working relationships with business users, vendors, and IT support teams.
• Deliver exceptional customer service through effective communication, responsiveness, and issue ownership.
• Prepare operational reports, dashboards, and executive summaries related to incidents, service requests, problem management, and SLA performance.
• Support audit, governance, compliance, and operational review activities as required.

Continuous Improvement
• Identify opportunities to improve ITSM processes, automation, operational efficiency, and overall service quality.
• Contribute to the development and maintenance of operational documentation, knowledge articles, and best practices.
• Participate in process improvement initiatives and organizational transformation projects.
• Adapt to evolving tools, technologies, operational priorities, and business requirements.

Required qualifications to be successful in this role
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline; equivalent practical experience will also be considered.
• Proven experience in IT Incident Management, Major Incident Management, Problem Management, and Service Request Management within enterprise IT environments.
• Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL best practices.
• Hands-on experience coordinating cross-functional technical teams during high-severity incidents.
• Excellent verbal and written communication skills with strong stakeholder and customer management capabilities.
• Demonstrated ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.
• Experience preparing operational reports, dashboards, and executive-level presentations.
• Customer-focused mindset with a commitment to service excellence and continuous improvement.

Preferred Qualifications
• ITIL Foundation or advanced ITIL certification.
• Experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, or similar tools.
• Experience working in large enterprise or global IT environments.
• Knowledge of SLA/KPI management, operational governance, Change Management, and Release Management processes.
• Familiarity with continuous improvement methodologies and operational optimization initiatives.

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $60,000–$110,000. This role is an existing vacancy.

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Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email . Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

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