Director, IT Service Management

Role Overview

• 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
• 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
• Identifying and implementing operational and cost efficiencies across the function
• Overseeing the mobility program, including contract negotiation and day‑to‑day vendor management
• Ensuring consistent communication and engagement with the business for IT services, meeting agreed service levels
• Negotiating service level agreements (SLAs) with business and IT stakeholders
• Developing and maintaining the IT Service Management function and roadmap, including Incident, Request, Change, Problem, Knowledge, and Inventory Management
• Measuring, monitoring, and regularly reporting on service performance
• Developing and managing device lifecycle and refresh strategies
• Providing end‑user device support through the Service Desk

Requirements

• 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

Tech Stack

• ITSM

Benefits

• 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