ITIL Lead Designer

📍 Job Overview

Job Title: ITIL Lead Designer

Company: Prodapt

Location: Toronto, Ontario, Canada

Job Type: Full-time

Category: IT Service Management / Operations Design

Date Posted: 2026-06-24

Experience Level: 10+ Years

Remote Status: On-site

🚀 Role Summary

• Lead the comprehensive design and implementation of key IT Service Management (ITSM) practices, including Incident, Problem, Change, Service Request, Service Asset & Configuration Management (SACM), and Knowledge Management.

• Develop and document robust operating models, RACI matrices, policies, standards, and governance controls to ensure enterprise-grade service delivery.

• Collaborate effectively within a complex multi-vendor delivery environment involving major partners like TELUS and IBM to standardize service management practices.

• Provide critical process design inputs for technology implementations, including ServiceNow orchestration, automation, AIOps, and observability-driven operations.

• Ensure all designed processes and deliverables are audit-ready, compliant with ITIL 4 best practices, and aligned with telecom operational models and service assurance workflows.

📝 Enhancement Note: This role is positioned as a senior-level design expert within ITSM, focusing on the strategic and tactical blueprinting of service management processes in a large-scale, multi-vendor telecommunications context. The emphasis on ITIL 4, ServiceNow, and AIOps indicates a modern, forward-thinking approach to operations management.

📈 Primary Responsibilities

• Spearhead the end-to-end design of core ITSM practices: Incident Management, Problem Management, Change Enablement, Service Request Management, SACM, Knowledge Management, and Event/Major Incident Management.

• Define and document comprehensive ITSM process frameworks, operating models, RACI matrices, policies, standards, and governance controls, ensuring alignment with business objectives.

• Develop detailed process flows, UML diagrams, swimlane workflows, and low-level operational designs (Level 3-5) to clearly articulate process execution.

• Facilitate and lead stakeholder workshops, design reviews, and governance discussions across TELUS, IBM, Prodapt, and other partner teams to drive consensus and standardization.

• Provide essential process design inputs for the implementation and optimization of ServiceNow workflows, automation initiatives, AIOps, and observability-informed operations.

• Align ITSM processes with specific telecom operational models, including product lifecycle management and service assurance workflows, to ensure seamless service delivery.

• Present design concepts, progress, and outcomes to clients and internal stakeholders, demonstrating the value and impact of proposed ITSM solutions.

• Ensure all design deliverables meet enterprise-grade quality, are audit-ready, and strictly adhere to ITIL 4 principles and best practices.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on detailed process engineering and cross-functional collaboration. The explicit mention of Level 3-5 design flows and specific ITSM practices indicates a need for deep technical and procedural expertise, not just high-level strategy.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field, or equivalent practical experience.

• ITIL 4 certification is a mandatory requirement, with preference given to candidates holding ITIL 4 Managing Professional or higher certifications. Experience:

• Minimum of 10 years of hands-on experience in designing and implementing enterprise-scale ITSM processes.

• Demonstrated track record as a Lead Designer on significant ITSM programs, with a portfolio showcasing successful design initiatives across multiple ITSM practices.

• Proven experience operating and designing processes within a multi-vendor delivery model, requiring strong collaboration and negotiation skills.

• Experience in the telecommunications (Telco) industry or with large, regulated enterprise environments is highly preferred. Required Skills:

• Expert-level proficiency in ITIL 4 framework and its application to ITSM processes.

• Advanced skills in detailed process design, including the creation of UML diagrams, swimlane workflows, and Level 3-5 operational designs.

• Strong understanding of ITSM tools and platforms, with specific exposure to ServiceNow implementation and workflow orchestration.

• Ability to define and document comprehensive operating models, RACI matrices, policies, standards, and governance controls.

• Excellent collaboration and communication skills, with proven experience in driving workshops and presenting to diverse stakeholders.

• Experience in defining and tracking process KPIs, SLAs, and OLAs. Preferred Skills:

• Experience with AIOps or observability-informed process design.

• Familiarity with TMF API and PSR model knowledge.

• Experience with large telco products such as SDWAN, Underlay, Multi-site, SASE, WIFI, and LAN.

• Knowledge of Service Governance and operational reporting mechanisms.

📝 Enhancement Note: The qualifications emphasize a blend of deep ITIL/ITSM expertise, practical design skills (UML, swimlanes), and experience in complex, regulated, or multi-vendor environments, particularly within the Telco sector. The "Managing Professional or higher" preference for ITIL 4 suggests a need for strategic leadership in process design.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstration of end-to-end ITSM process design across at least three core practices (e.g., Incident, Problem, Change).

• Detailed examples of process flows, swimlane diagrams, and low-level operational designs (Level 3-5) created for enterprise-scale solutions.

• Documentation showcasing the development of operating models, RACI matrices, and governance structures for complex service environments.

• Case studies that illustrate the successful integration of ITSM processes with tools like ServiceNow, automation platforms, or AIOps solutions, highlighting efficiency gains.

• Evidence of aligning ITSM designs with specific industry operational models, particularly within the telecommunications sector. Process Documentation:

• Sample documentation of ITSM process frameworks, including clear definitions of lifecycles, roles, and responsibilities.

• Examples of policy and standards artifacts that govern ITSM practices and ensure compliance.

• Documentation of process KPIs, SLAs, and OLAs designed to measure and manage service performance effectively.

📝 Enhancement Note: A strong portfolio is critical for this role, demonstrating not just theoretical knowledge but practical application of ITSM design principles in complex, real-world scenarios. The focus on detailed diagrams and multi-vendor integration is key.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for an ITIL Lead Designer with 10+ years of experience in a major Canadian city like Toronto, the estimated salary range is CAD $130,000 - $180,000 annually. This estimate considers the specialized nature of the role, ITIL 4 Managing Professional preference, and the complexity of a multi-vendor Telco environment.

• Methodology: This range is derived from an analysis of similar roles in the Canadian IT and telecommunications sectors, factoring in ITIL certification levels, required years of experience, and the specific responsibilities outlined. Data was cross-referenced from reputable salary aggregators and industry reports for senior IT professionals in Toronto.

Benefits:

• Comprehensive health, dental, and vision insurance plans.

• Retirement savings plan with company matching contributions.

• Generous paid time off (PTO), including vacation, sick leave, and public holidays.

• Opportunities for professional development, including ITIL certifications and training on new technologies.

• Employee assistance program (EAP) for mental health and well-being support.

• Potential for performance-based bonuses. Working Hours:

• Standard full-time working hours are typically 40 hours per week.

• Flexibility may be offered, but the role requires on-site presence in Toronto, suggesting a need for availability during core business hours to facilitate collaboration with local and international teams.

📝 Enhancement Note: The salary estimate is provided as a benchmark and may vary based on specific candidate qualifications, negotiation, and the final approved budget for the role. The benefits package is typical for a large IT services company in Canada.

🎯 Team & Company Context

🏢 Company Culture

Industry: Telecommunications, IT Services, Digital Transformation, and Consulting. Prodapt is a specialized player in the "Connectedness" industry, serving telecom, media, and internet firms.

Company Size: Over 6,000 employees globally, with a significant presence across 30+ countries. This indicates a large, well-established organization with global reach and resources.

Founded: Prodapt is part of The Jhaver Group, a conglomerate with over 130 years of history. This suggests a stable, experienced, and financially sound organization with deep roots in business and technology.

Team Structure:

• The role operates within a complex, matrixed environment, collaborating with teams from TELUS, IBM, and Prodapt, as well as other partners.

• This implies a need for strong cross-functional leadership and the ability to navigate different organizational cultures and reporting structures.

• The ITIL Lead Designer will likely report into a senior IT Operations, Service Management, or Transformation lead within Prodapt, while working closely with counterparts and stakeholders across all involved organizations. Methodology:

• Prodapt emphasizes a domain-focused approach, leveraging deep expertise in transformative technologies within the connectedness vertical.

• Their methodology involves designing, configuring, and operating solutions across digital landscapes, network infrastructure, and business operations, with a strong focus on customer experience.

• The company is "Great Place To Work® Certified™," suggesting a commitment to employee well-being, development, and a collaborative work environment.

Company Website: https://careers.prodapt.com

📝 Enhancement Note: Prodapt's positioning as a specialized leader in the "Connectedness" industry, coupled with its global scale and long history via The Jhaver Group, suggests a dynamic yet stable work environment. The multi-vendor aspect is a defining characteristic of this role's operational context.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior-level position within the IT Service Management and Operations Design domain. It is positioned for individuals who have progressed beyond hands-on implementation to strategic design and leadership of complex process frameworks. The "Lead Designer" title implies significant autonomy and responsibility for shaping critical operational blueprints.

Reporting Structure: The ITIL Lead Designer will be embedded within Prodapt's operations or consulting practice. They will report to a senior manager or director responsible for service management or transformation initiatives. Crucially, this role requires extensive collaboration and indirect influence over teams at TELUS, IBM, and other partners, necessitating strong stakeholder management skills.

Operations Impact: The primary impact of this role is the design of robust, efficient, and compliant ITSM processes that underpin the operational stability and service delivery quality for major telecommunications clients. By ensuring standardized, ITIL-aligned processes, the designer directly contributes to improved service uptime, faster incident resolution, reduced change-related risks, and enhanced customer satisfaction, ultimately supporting the revenue and reputation of Prodapt and its clients.

Growth Opportunities:

• Specialization: Deepen expertise in specific ITSM areas or emerging technologies like AIOps, observability, and advanced automation within the Telco sector.

• Leadership: Progress into roles managing broader transformation programs, leading larger design teams, or taking on strategic advisory positions within Prodapt or client organizations.

• Certification: Pursue advanced ITIL certifications (e.g., Master) or other relevant accreditations in cloud, security, or project management.

• Client Engagement: Develop strong client-facing skills and build a reputation as a trusted advisor on ITSM best practices.

📝 Enhancement Note: This role offers a clear path for senior ITSM professionals to influence critical operational design at a strategic level, with significant potential for career advancement within a global IT services firm.

🌐 Work Environment

Office Type: The role is designated as "On-site" in Toronto, Canada. This implies a traditional office-based work environment where physical presence is required for collaboration, client meetings, and team interactions.

Office Location(s): Prodapt has a presence in Toronto, Ontario, Canada, providing a base for operations. The specific office address would be communicated during the hiring process.

Workspace Context:

• The work environment will likely be collaborative, involving frequent interaction with colleagues from Prodapt, TELUS, and IBM, both in person and virtually.

• Access to modern office facilities, technology infrastructure, and relevant software tools (e.g., collaboration suites, design software, potential access to ServiceNow instances) would be expected.

• Opportunities for direct engagement with project teams, business analysts, architects, and operational stakeholders on a day-to-day basis. Work Schedule:

• Standard business hours in Toronto (e.g., 9 AM - 5 PM EST) are expected, with potential for some flexibility.

• Given the global nature of the clients and partners (TELUS, IBM), there might be occasional needs to adjust working hours for meetings across different time zones.

📝 Enhancement Note: The on-site requirement in Toronto underscores the importance of in-person collaboration for this complex, multi-vendor design role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will assess basic qualifications, experience, and interest in the role.

• Hiring Manager Interview: A discussion with the direct hiring manager to delve into experience, leadership style, and specific ITSM design expertise. This is where initial portfolio discussion might occur.

• Technical/Design Assessment: This may involve a practical exercise, a case study presentation, or in-depth technical questions focused on ITIL processes, design methodologies (UML, swimlanes), and problem-solving within a multi-vendor context. A formal portfolio review is highly likely here.

• Stakeholder/Team Interviews: Meetings with key stakeholders from Prodapt, TELUS, and/or IBM to assess collaboration skills, cultural fit, and ability to work effectively in a multi-partner environment.

• Final Interview/Offer: A concluding discussion, potentially with senior leadership, followed by an offer.

Portfolio Review Tips:

• Curate Select Examples: Choose 2-3 strong case studies that best represent your lead design experience.

Focus on complexity, scale, and impact.

• Structure Your Case Studies: For each case study, clearly outline:

  • The problem or challenge faced.
  • Your role and responsibilities as Lead Designer.
  • The ITSM processes you designed or redesigned.
  • Your design artifacts (e.g., simplified process flows, RACI charts, policy excerpts).
  • The technologies involved (e.g., ServiceNow, automation tools).
  • The outcome and quantifiable benefits (e.g., improved efficiency, reduced errors, compliance achieved).

• Highlight Multi-Vendor Experience: If possible, showcase examples where you successfully designed processes that integrated or standardized operations across different vendors or teams.

• Emphasize ITIL 4 Alignment: Clearly articulate how your designs adhere to ITIL 4 principles and best practices.

• Prepare for Detailed Questions: Be ready to walk through your diagrams, explain your design choices, and defend your recommendations.

Challenge Preparation:

• Process Design Exercise: Expect a scenario where you'll need to design a specific ITSM process (e.g., a complex change enablement for a critical system, or a major incident process for a Telco outage). Focus on clarity, completeness, and consideration of all stakeholders.

• Tooling Integration: Be prepared to discuss how your process designs would integrate with or leverage specific tools like ServiceNow, AIOps platforms, or automation engines.

• Stakeholder Management: Practice articulating your design rationale to different audiences (technical teams, business leaders, clients), highlighting benefits and addressing concerns.

📝 Enhancement Note: The interview process and portfolio review are critical for this role. Candidates must be prepared to demonstrate not just knowledge but practical application and effective communication of their design work.

🛠 Tools & Technology Stack

Primary Tools:

• ITSM Platforms: Deep familiarity with enterprise ITSM platforms is essential. ServiceNow is explicitly mentioned as a target platform, so expertise in its modules for Incident, Problem, Change, Request, and CMDB is highly valued.

• Diagramming & Modeling Tools: Proficiency in tools for creating process flows, UML diagrams, and swimlane workflows is required. Examples include Microsoft Visio, Lucidchart, Draw.io, or similar professional diagramming software.

• Collaboration & Documentation Tools: Microsoft Office Suite (Word, Excel, PowerPoint), Confluence, SharePoint, or similar for creating and sharing deliverables, policies, and standards.

Analytics & Reporting:

• Experience designing processes that feed into or leverage reporting and analytics capabilities within ITSM tools.

• Understanding of how to define KPIs, SLAs, and OLAs that are measurable through operational data.

• Familiarity with observability tools and AIOps platforms for informing process design and driving operational improvements. CRM & Automation:

• While not primary focus, understanding how ITSM integrates with broader enterprise systems like CRM and the role of automation in streamlining ITSM workflows is beneficial.

• Experience in designing processes that can be automated or orchestrated through workflow engines.

📝 Enhancement Note: ServiceNow is a key technology for this role, underscoring the need for practical experience with the platform's capabilities in process design and workflow orchestration.

👥 Team Culture & Values

Operations Values:

• Excellence in Design: A commitment to creating robust, scalable, and efficient operational designs that meet enterprise-grade standards.

• Collaboration & Partnership: A strong emphasis on working effectively with diverse teams and partners (TELUS, IBM, Prodapt) to achieve shared goals.

• Customer Centricity: Designing processes that ultimately enhance service delivery and customer experience for Prodapt's clients.

• Continuous Improvement: A mindset geared towards optimizing processes, leveraging new technologies, and adhering to best practices like ITIL 4.

• Audit Readiness: Ensuring that all designed processes and documentation are consistently compliant and prepared for internal and external audits.

Collaboration Style:

• Workshop Facilitation: Actively leading and facilitating workshops to gather requirements, validate designs, and build consensus among stakeholders.

• Cross-Functional Integration: Working seamlessly with technical teams, operational support, and business stakeholders across multiple organizations.

• Clear Communication: Articulating complex design concepts clearly and concisely to both technical and non-technical audiences.

• Proactive Engagement: Taking initiative to identify process gaps, propose solutions, and drive adoption of new or improved ITSM practices.

📝 Enhancement Note: The emphasis on collaboration within a multi-vendor setting and a commitment to excellence in design and continuous improvement are central to the expected culture for this role.

⚡ Challenges & Growth Opportunities

Challenges:

• Multi-Vendor Complexity: Harmonizing ITSM processes across different organizations (TELUS, IBM, Prodapt) with potentially varying standards, cultures, and toolsets.

• Legacy Systems & Processes: Integrating modern ITIL 4 designs with existing, potentially older, operational models and technologies within a large Telco environment.

• Stakeholder Alignment: Gaining buy-in and managing expectations from a broad range of stakeholders with diverse priorities.

• Scope Management: Ensuring designs remain focused and deliverable within project timelines and resource constraints.

• Adoption and Change Management: Designing processes is one part; ensuring they are effectively adopted and followed by operational teams requires strong change management principles.

Learning & Development Opportunities:

• Advanced ITIL: Pursuing ITIL 4 Managing Professional or Expert certifications to deepen strategic understanding.

• Technology Specialization: Gaining hands-on experience and certifications in areas like AIOps, advanced ServiceNow modules, or cloud-native service management.

• Telecom Domain Expertise: Developing a deeper understanding of telecommunications operational models, product lifecycles, and service assurance complexities.

• Consulting Skills: Enhancing client presentation, negotiation, and advisory skills through direct engagement with Prodapt's major clients.

📝 Enhancement Note: This role offers significant challenges due to its scale and complexity, but these challenges are directly linked to substantial growth and learning opportunities within the IT Service Management and Telecommunications sectors.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led the design of an enterprise-scale ITSM practice. What were the key challenges, your specific contributions, and the outcome?" (Focus on process, methodology, and results).

• "How would you approach standardizing Incident Management across three different vendor teams (e.g., TELUS, IBM, Prodapt) in a Telco environment, considering their existing tools and processes?" (Assess collaboration, standardization strategy, and multi-vendor experience).

• "Walk me through your process for designing a new Change Enablement workflow that minimizes disruption to critical Telco services while ensuring compliance." (Demonstrate detailed process thinking, risk assessment, and use of design artifacts like swimlanes). Company & Culture Questions:

• "What do you know about Prodapt's role in the Connectedness industry and our 'Great Place To Work' certification?" (Show research and cultural alignment).

• "How do you ensure your designs are not only technically sound but also foster a collaborative and efficient operational culture?" (Assess understanding of culture's impact on process adoption).

• "How do you measure the success and impact of your ITSM process designs beyond basic SLAs?" (Focus on ROI, efficiency gains, and business value). Portfolio Presentation Strategy:

• Storytelling with Data: Frame your portfolio examples as compelling stories. Start with the business problem, detail your design solution, and conclude with measurable business impact.

• Visual Clarity: Ensure your diagrams (UML, swimlanes) are clean, easy to understand, and clearly annotated. Be prepared to explain every element.

• Focus on "Lead Designer" Role: Emphasize your leadership in the design process, your decision-making authority, and your ability to influence stakeholders.

• Address ITIL 4 & Telco Context: Explicitly link your designs to ITIL 4 principles and demonstrate an understanding of the unique operational demands of the telecommunications industry.

• Be Ready for Deep Dives: Anticipate detailed questions on your design choices, trade-offs you made, and how you handled pushback or conflicting requirements.

📝 Enhancement Note: Preparation should focus on articulating experience with concrete examples, demonstrating a strong understanding of ITIL 4 and the Telco environment, and showcasing the ability to lead design initiatives in complex, multi-vendor settings.

📌 Application Steps

To apply for this ITIL Lead Designer position:

• Submit your application through the Prodapt careers portal at https://careers.prodapt.com/jobs/19453.

• Tailor Your Resume: Highlight your 10+ years of ITSM process design experience, specifically mentioning ITIL 4 certification, experience with Incident, Problem, Change, SACM, and your track record as a Lead Designer. Quantify achievements where possible.

• Prepare Your Portfolio: Curate 2-3 detailed case studies showcasing your lead design work, including process diagrams (UML, swimlanes), operating model elements, and demonstrable outcomes in enterprise or Telco environments. Be ready to present this digitally or in person.

• Research Prodapt & the Role: Understand Prodapt's position in the Connectedness industry, their clients (like TELUS, IBM), and the implications of a multi-vendor ITIL design role.

• Practice Interview Responses: Prepare for behavioral questions focusing on leadership, collaboration, problem-solving, and technical design, with a specific focus on ITIL processes and Telco operations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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