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:
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Lead the end-to-end design of enterprise ITSM practices including:
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Incident Management
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Problem Management
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Change Enablement
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Service Request Management
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Service Asset & Configuration Management (SACM)
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Knowledge Management
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Event & Major Incident Management
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Define and document:
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ITSM process frameworks
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Operating models
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RACI matrices
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Policies, standards, and governance controls
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Process KPIs, SLAs, OLAs, and compliance metrics
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Create Level 3–5 detailed process flows, UML diagrams, swimlane workflows, and low-level operational designs.
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Collaborate across TELUS, IBM, Prodapt, and partner teams to establish standardized service management practices in a multi-vendor operating environment.
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Provide process design inputs into:
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ServiceNow implementation and workflow orchestration
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Automation and AIOps integration
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Observability-driven operations
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Service governance and operational reporting
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Support alignment between ITSM processes and telecom operational models, including product lifecycle and service assurance workflows.
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Drive stakeholder workshops, design reviews, governance discussions, and client presentations.
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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
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TMF API knowledge
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PSR model knowledge
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Large telco product experience (e.g. SDWAN, Underlay , Multi-site, SASE, WIFI, LAN)
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skills in: UML / Swimlane process flows / Low level designs 3 till 5 (level)
