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 - Toronto based, able to attend client sessions as needed - Telco or large regulated enterprise background   Nice to have: - Exposure to ServiceNow as the target platform - Experience with AIOps or observability informed process design