Developing and driving a technology roadmap aligned to Firm priorities as a member of the IT leadership team
Representing ITSM at IT Leadership, project, cross‑functional, and regional forums
Supporting and shaping technology services that enable MT2030
Leading and managing change resulting from new projects or services, partnering with business leaders as needed
Advising leadership on user and Firm‑wide impacts of proposed technical changes, including participation in Change Management and IT Leadership discussions
Managing workforce planning in alignment with budget and business needs
Developing team members through ongoing feedback, coaching, and recognition, fostering accountability for growth
Recommending and supporting development plans for direct and indirect reports
Building strong cross‑functional and regional relationships to drive results
Leading the annual planning and budgeting for Service Desk, Mobility, desk‑side hardware, and conference floor services
Developing and maintaining the IT Service Management function and roadmap, including Incident, Request, Change, Problem, Knowledge, and Inventory Management

Minimum of 10 years of experience as a technology professional ideally acquired in a professional services firm
Minimum 5 years in a senior managerial position
University degree in a related field
ITIL Certification, foundation Certificate would be an asset
Experience and proven ability in a leadership role, including leading a group of individuals into a team culture
Experience and competence in coaching and managing technical support staff
Experience with a professional service organization’s structure and processes would be an asset
Bilingualism (English/French) would be an asset

Outstanding benefits from day one, including insurance premiums paid by the Firm and wellness and technology reimbursements
Competitive compensation and generous time off, including a day off to volunteer and a day off for your birthday
A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback
Strong community involvement and a commitment to equity, diversity and inclusion
A collaborative, cohesive culture that connects lawyers and business teams through collective purpose

Director, IT Service Management

Key skills