OperateNext - ITIL Service Manager

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Date: Sep 2, 2022

Location: Toronto, Ontario, Canada

Company: Deloitte

Job Type: Permanent 
Reference code: 117225   
Primary Location: Toronto, Ontario, Canada 
All Available Locations: Toronto, ON; Calgary, AB; Edmonton, AB; Montreal, QC; Ottawa, ON; Quebec City, QC; St. John's, NL; Vancouver, BC 


Our Purpose


At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.

By living our Purpose, we will make an impact that matters.


  • Be encouraged to deepen your technical skills…whatever those may be.
  • Have many careers in one Firm.
  • Experience MyFlex and an agile work environment where work is what you do not where you do it.


Are you a collaborative, resourceful and highly organized individual who is passionate about ITIL, if yes, this role could be for you.

What will your typical day look like?

As an experienced ITIL Service Manager, you will lead ITIL program across OperateNext and manage a variety of ITIL process definition, design, & implementation. Reporting to the Senior Manager, the incumbent will possess strong ITIL, organizational, leadership, negotiation, analysis, oral and written communication skills.
In this role, you will demonstrate ITIL expertise, build Shared Services common ITIL framework, help us gather current state operational procedures across the OperateNext offerings and will develop a common set of ITIL based processes and documentation. Assess the current ITIL state by having workshops with all functions & see how effective and efficient the ITSM capabilities are being met, if any, areas of improvement are needed to meet and exceed those needs. Provide a ITSM Gap Analysis Assessment Report. Develop options and recommendations to address gaps and achieve target state. 

You will manage and coordinate team member activities and expectations, including collaboration with all project stakeholders. This position will require to resolve complex issues, conflicts, and escalations.

About the team

At Deloitte, embedding technology into everything we do is how we stay current, innovative and ahead of our competition. Explore the full range of our capabilities – comprehensive support services, tools and applications developed with you in mind, and learning materials. We push the boundaries and make great things happen at Deloitte and for our clients.

Enough about us, let’s talk about you

You are someone who is:

•           Minimum of 10+ years of experience as a ITIL Service manager with direct experience in ITIL implementation, operations and support and completed post-secondary program or degree in related discipline.
•           ITIL Certified V4, knowledgebase
•           ITIL Process design experience
•           Conduct AS-IS process documentation and define TO-BE ITIL process definition
•           An In-depth understanding of Service Design & Transition, Major Incident Management, Problem, Change & Release Management, Disaster Recovery & Continuous Service Improvement Management
•           Exposure to ServiceNow would be an asset
•           Requirements gathering, and excellent writing skills
•           Help conduct interview sessions, and take notes
•           Ability to manage multiple initiatives simultaneously and ability to interact and work collaboratively with senior Firm leadership. 
•           Strong verbal and written communication skills, with an ability to adjust messaging as appropriate to the audience


Our promise to our people: Deloitte is where potential comes to life.


Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors. Our TVP is about relationships – between leaders and their people, the firm and its people, peers, and within in our communities.

The next step is yours


At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action PlanReconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations). We’d love to hear from you!

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.

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