ITIL Lead Designer

📍 Job Overview

Job Title: ITIL Lead Designer

Company: Prodapt

Location: Toronto, Ontario, Canada

Job Type: Full-time

Category: Operations / IT Service Management (ITSM) Design

Date Posted: September 1, 2026

Experience Level: 10+ Years

Remote Status: On-site

🚀 Role Summary

• Lead the end-to-end design and implementation of core IT Service Management (ITSM) practices within a complex, multi-vendor telecommunications environment.

• Develop comprehensive process frameworks, operating models, and governance structures aligned with ITIL 4 best practices to ensure enterprise-grade, audit-ready deliverables.

• Drive collaboration and standardization across multiple vendors (TELUS, IBM, Prodapt) to establish consistent service management capabilities.

• Provide critical process design inputs for ServiceNow implementation, automation, AIOps, and observability initiatives to enhance operational efficiency and effectiveness.

📝 Enhancement Note: This role is positioned as a senior-level design expert within the ITSM domain, focusing on the strategic architecture and detailed definition of service management processes. The "Lead Designer" title implies significant responsibility for the overall ITSM framework and its integration into a large-scale, multi-vendor operational ecosystem, particularly within the telecom industry. The emphasis on ITIL 4, ServiceNow, and emerging technologies like AIOps indicates a forward-thinking approach to service management.

📈 Primary Responsibilities

• Lead the comprehensive design of enterprise ITSM practices, including but not limited to: Incident Management, Problem Management, Change Enablement, Service Request Management, Service Asset & Configuration Management (SACM), Knowledge Management, and Event/Major Incident Management.

• Define and document intricate ITSM process frameworks, robust operating models, detailed RACI matrices, and clear policies, standards, and governance controls.

• Develop detailed Level 3-5 process flows, UML diagrams, swimlane workflows, and low-level operational designs that articulate complex operational logic.

• Facilitate and lead stakeholder workshops, design reviews, governance discussions, and client presentations to gain buy-in and ensure alignment on process designs.

• Collaborate extensively with cross-functional teams and external vendors (TELUS, IBM, Prodapt) to establish and maintain standardized service management practices in a multi-vendor operating environment.

• Provide critical process design inputs for the implementation and ongoing optimization of ServiceNow, including workflow orchestration, automation, and AIOps integration.

• Ensure all process design deliverables are enterprise-grade, audit-ready, and strictly adhere to ITIL 4 best practices and industry standards.

• Support the alignment of ITSM processes with telecommunications operational models, encompassing product lifecycles and service assurance workflows.

• Define and document process Key Performance Indicators (KPIs), Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and compliance metrics to measure effectiveness and drive continuous improvement.

📝 Enhancement Note: The responsibilities highlight a deep dive into detailed process design (Level 3-5 flows, UML, swimlanes) and a strong emphasis on governance, compliance, and cross-vendor collaboration. The integration of advanced concepts like AIOps and observability into ITSM design is a key differentiator for this role.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a closely related field.

• Professional certifications such as ITIL 4 Managing Professional or higher are strongly preferred. Experience:

• A minimum of 10 years of hands-on experience in designing and implementing ITSM processes across an enterprise scale.

• Proven track record as a Lead Designer on significant ITSM transformation programs.

• Demonstrated experience designing and integrating multiple ITSM practices, not just a single process area.

• Experience operating effectively within a multi-vendor delivery model, coordinating efforts across different organizations.

• Experience in the Telecommunications (Telco) sector or large regulated enterprise environments is essential. Required Skills:

• Deep expertise in ITIL 4 framework and its practical application in process design.

• Advanced proficiency in designing core ITSM processes: Incident, Problem, Change, Service Request, SACM, Knowledge Management, Event Management, and Major Incident Management.

• Strong skills in creating detailed process documentation, including UML diagrams, swimlane workflows, and low-level operational designs (Level 3-5).

• Proven ability to define and document RACI matrices, policies, standards, and governance controls.

• Experience in defining process KPIs, SLAs, and OLAs to measure service performance and compliance.

• Excellent stakeholder management and communication skills, with the ability to lead workshops and present complex designs to diverse audiences.

• Comfortable working in and driving alignment within a multi-vendor delivery environment. Preferred Skills:

• Exposure to ServiceNow as the target platform for ITSM implementation and workflow orchestration.

• Experience with AIOps (Artificial Intelligence for IT Operations) or observability-driven process design.

• Familiarity with TMF API standards and the PSR (Product and Service Realization) model.

• Experience with large telco products such as SDWAN, Underlay/Overlay Networking, Multi-site solutions, SASE, WIFI, and LAN technologies.

📝 Enhancement Note: The "10+ years of hands-on ITSM process design experience" and "Proven lead designer track record on enterprise scale ITSM programs" clearly indicate a senior-level role requiring extensive practical application of ITSM principles in complex environments. The preference for ITIL 4 Managing Professional or higher underscores the need for advanced theoretical and practical understanding.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrable examples of end-to-end ITSM process designs developed for large-scale enterprise or telecommunications environments.

• Case studies showcasing the design of multiple integrated ITSM practices (e.g., Incident, Problem, Change working together).

• Documentation artifacts such as process flows, RACI matrices, policy documents, and governance frameworks created for previous roles.

• Evidence of contributions to operating model definition and the establishment of governance controls.

• Examples of how process designs have been translated into actionable improvements or system configurations (e.g., for ServiceNow). Process Documentation:

• Detailed examples of Level 3-5 process flows, UML diagrams, and swimlane workflows that illustrate complex operational logic and interdependencies.

• Documentation outlining the definition and implementation of process KPIs, SLAs, and OLAs.

• Samples of audit-ready process documentation that meet enterprise-grade standards.

• Evidence of designing processes within a multi-vendor context, highlighting coordination and standardization efforts.

📝 Enhancement Note: For a Lead Designer role, the portfolio is critical. It needs to showcase not just an understanding of ITIL, but the ability to architect and detail complex, integrated processes for large organizations, especially those with multiple service providers. The emphasis on "enterprise-grade" and "audit-ready" implies a need for highly polished and comprehensive documentation.

💵 Compensation & Benefits

Salary Range:

• Estimated Range: $130,000 - $180,000 USD annually.

• Methodology: This estimate is based on industry benchmarks for senior ITIL Lead Designers with 10+ years of experience in major metropolitan areas like Toronto, Canada, considering the specialized nature of telecommunications operations and multi-vendor environments. It factors in the high demand for ITIL 4 expertise and complex process design skills. Salary data from reputable sources for similar roles in North America, adjusted for the Toronto cost of living and the senior nature of the position, informs this range.

Benefits:

• Comprehensive health, dental, and vision insurance plans.

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

• Retirement savings plan with company matching contributions (e.g., RRSP in Canada).

• Professional development opportunities, including ITIL certifications, training, and conference attendance.

• Potential for performance-based bonuses and salary reviews.

• Access to company-provided resources for professional growth, such as subscriptions to industry publications or online learning platforms. Working Hours:

• Standard full-time work week, typically 40 hours.

• While the role is on-site, there may be flexibility in daily start/end times. Occasional extended hours may be required to meet project deadlines or support critical incidents, particularly during design reviews or client presentations.

📝 Enhancement Note: Given the role's seniority, specialized skills (ITIL 4 Lead Designer), and location (Toronto), a competitive salary in the estimated range is appropriate. The "On-site" work arrangement in Toronto suggests compensation should align with Canadian market rates for senior IT roles, with potential for USD if the contract is structured that way, though typically for an on-site Canadian role, CAD would be more common. The provided range is a USD estimate as per the input data.

🎯 Team & Company Context

🏢 Company Culture

Industry: Prodapt operates within the "Connectedness" industry, a specialized segment of the IT Services and Telecommunications sector. They are a large, telecom-native IT service provider with a global presence.

Company Size: Prodapt employs over 6,000 technology and domain experts in over 30 countries, indicating a substantial global organization with significant operational capacity and reach. It is part of The Jhaver Group, a conglomerate with over 30,000 employees worldwide.

Founded: Prodapt is part of a 130-year-old business conglomerate (The Jhaver Group), suggesting a stable, established, and experienced corporate backing, though Prodapt itself may have a more recent focused specialization.

Team Structure:

• The operations team likely consists of specialized ITSM practitioners, process architects, and service delivery managers.

• This role operates within a complex multi-vendor environment, collaborating with teams from TELUS, IBM, and Prodapt, suggesting a matrixed reporting structure or strong cross-functional alignment is necessary.

• The designer will likely report into a senior operations or service management lead, with direct interaction with client stakeholders and vendor counterparts. Methodology:

• Prodapt emphasizes a data-driven approach to service delivery and process optimization, leveraging deep domain expertise in the connectedness vertical.

• Their focus on "design, configure, and operate solutions" indicates a lifecycle approach to service management.

• The company culture is recognized as a "Great Place To Work® Certified™," suggesting a focus on employee well-being, collaboration, and professional growth.

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

📝 Enhancement Note: The "Connectedness industry" is a key differentiator, implying a focus on telecommunications, network infrastructure, and customer experience technologies. The "Great Place To Work® Certified™" status is a positive indicator for company culture, suggesting a supportive and collaborative environment, which is crucial for a role requiring extensive cross-vendor collaboration.

📈 Career & Growth Analysis

Operations Career Level: This role is a senior-level individual contributor position, specifically a "Lead Designer." It demands extensive expertise in ITSM process architecture and design, acting as a subject matter expert (SME) and a key influencer in shaping the operational framework. The scope extends beyond mere process definition to influencing tooling, operating models, and cross-vendor standardization.

Reporting Structure: The Lead Designer will likely report to a senior manager or director responsible for Service Management, IT Operations, or a specific program within Prodapt or its clients. Direct collaboration with senior leaders and stakeholders across TELUS, IBM, and Prodapt is expected.

Operations Impact: The designer's work directly impacts the efficiency, effectiveness, and compliance of critical IT service delivery operations within a large telecommunications ecosystem. Well-designed ITSM processes are foundational for service reliability, customer satisfaction, and operational cost optimization, contributing significantly to Prodapt's ability to deliver value to its clients.

Growth Opportunities:

• Specialization: Deepen expertise in specific ITSM areas or emerging technologies like AIOps, observability, or advanced automation within service management.

• Leadership: Transition into management roles overseeing ITSM teams, service delivery, or strategic operations initiatives.

• Consulting: Advance into senior consulting roles, advising clients on ITSM strategy and transformation across various industries.

• Cross-Functional Expertise: Gain broader experience in areas like enterprise architecture, service assurance, or digital transformation within the telecommunications sector.

• Certifications & Training: Pursue advanced ITIL certifications (e.g., ITIL Master), TMF certifications, or specialized training in areas like ServiceNow architecture or AIOps.

📝 Enhancement Note: The "Lead Designer" title signifies a trajectory towards strategic operational architecture. Growth opportunities would naturally extend into leading broader transformation efforts or managing teams responsible for operational excellence.

🌐 Work Environment

Office Type: The role is specified as "On-site," indicating a traditional office-based work environment. This suggests a need for regular in-person collaboration, team meetings, and direct engagement with colleagues and stakeholders.

Office Location(s): The primary location is Toronto, Ontario, Canada. This implies working from a Prodapt office or a client-site office within the Greater Toronto Area. Access to public transportation and amenities in a major urban center is likely.

Workspace Context:

• The workspace will likely be collaborative, fostering interaction with other ITSM professionals, project managers, and technical experts from Prodapt and potentially client organizations.

• Access to standard office technology, high-speed internet, and potentially specialized design and collaboration tools will be provided.

• The environment will require a high degree of focus for detailed design work, balanced with active participation in team discussions and workshops.

Work Schedule: A standard 40-hour work week is typical for full-time roles. Given the project-based nature and the need for cross-vendor coordination, some flexibility may be offered, but adherence to core business hours and availability for critical meetings or workshops will be essential.

📝 Enhancement Note: The "On-site" requirement is a key characteristic. This suggests that Prodapt values in-person collaboration for complex design and problem-solving activities, especially in a multi-vendor setting where nuanced communication and relationship building are crucial.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or a recruiter will likely conduct an initial screening to assess basic qualifications, experience, and cultural fit.

• Technical Interview(s): Expect in-depth interviews with hiring managers and senior members of the operations or ITSM team. These will focus on your ITSM knowledge, ITIL 4 expertise, process design methodologies, and experience with multi-vendor environments.

• Portfolio Review: A dedicated session to review your submitted portfolio. Be prepared to walk through specific examples of your process designs, explain your design rationale, highlight challenges overcome, and quantify the impact of your work.

• Case Study/Design Exercise: You may be given a hypothetical scenario or a specific process challenge to analyze and propose a design solution for, either during the interview or as a take-home assignment. This will test your practical application of design principles.

• Stakeholder/Cultural Fit Interview: An opportunity to meet with broader team members or senior leaders to assess collaboration style, communication effectiveness, and alignment with Prodapt's values.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest, most relevant ITSM process design projects. Prioritize those that demonstrate end-to-end design, multi-vendor experience, and integration with technologies like ServiceNow or AIOps.

• Quantify Impact: For each case study, clearly articulate the business problem, your role, the design solution, the implementation process, and the measurable outcomes (e.g., reduced incident resolution time, improved change success rate, increased compliance). Use metrics and data wherever possible.

• Showcase Documentation: Include clear examples of your detailed process flows (UML, swimlanes), RACI matrices, policy documents, and KPI/SLA definitions. Ensure they are well-organized and easy to understand.

• Explain Design Rationale: Be prepared to discuss why you made certain design choices, the trade-offs considered, and how your design aligns with ITIL 4 principles and business objectives.

• Highlight Multi-Vendor Experience: Specifically showcase how you managed design across different vendor contributions, ensured consistency, and resolved integration challenges.

Challenge Preparation:

• ITIL 4 Deep Dive: Refresh your knowledge of all ITIL 4 concepts, especially the Service Value System, guiding principles, and the seven ITIL practices relevant to this role.

• Process Modeling: Practice creating process flows and UML diagrams. Understand best practices for swimlane diagrams to clearly delineate roles and responsibilities.

• ServiceNow & AIOps: Familiarize yourself with common ServiceNow ITSM modules and how processes are typically configured. Understand the basic concepts of AIOps and how it can inform process design for automation and predictive capabilities.

• Telco Operations: Research common operational challenges and service delivery models in the telecommunications industry.

📝 Enhancement Note: The emphasis on a portfolio and the potential for a design exercise highlights the practical, hands-on nature of this role. Candidates should prepare to demonstrate their design capabilities visually and explain their thought process in detail.

🛠 Tools & Technology Stack

Primary Tools:

• ITSM Platform: While not explicitly stated as a requirement, "Exposure to ServiceNow as the target platform" is a strong preference. Proficiency in ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB) is highly advantageous.

• Process Modeling Tools: Standard industry tools such as Visio, Lucidchart, Draw.io, or similar for creating UML diagrams, swimlane workflows, and detailed process flows.

• Collaboration Platforms: Microsoft Teams, Slack, or similar for communication and collaboration, especially within a multi-vendor environment.

• Documentation Tools: Microsoft Office Suite (Word, PowerPoint, Excel) for creating policy documents, standards, RACI matrices, and presentations.

Analytics & Reporting:

• Tools for defining and tracking KPIs, SLAs, and OLAs. This may involve features within ServiceNow or dedicated reporting/BI tools.

• Understanding of how to leverage data from ITSM processes to drive insights and improvements. CRM & Automation:

• While not directly CRM-focused, understanding how ITSM processes integrate with broader business systems is beneficial.

• Familiarity with automation concepts and tools, particularly as they relate to orchestrating ITSM workflows within platforms like ServiceNow or through external integration engines.

• Understanding of AIOps platforms and observability tools that can feed data into ITSM processes.

📝 Enhancement Note: The strong preference for ServiceNow suggests that candidates with hands-on experience configuring or designing processes within ServiceNow will have a significant advantage. The ability to use process modeling tools effectively is essential for the design aspect of the role.

👥 Team Culture & Values

Operations Values:

• Excellence & Quality: A commitment to delivering enterprise-grade, audit-ready process designs that meet the highest standards of quality and compliance.

• Collaboration: A strong emphasis on working effectively with internal teams and external vendors to achieve shared goals and standardize practices.

• Innovation: An openness to leveraging new technologies like AIOps and observability to enhance ITSM processes and drive efficiency.

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

• Process Rigor: A dedication to detailed, methodical process design and documentation, ensuring clarity and consistency.

Collaboration Style:

• Cross-Functional Integration: The role inherently requires seamless collaboration across different vendor teams (TELUS, IBM, Prodapt) and potentially client IT departments.

• Workshop Facilitation: Expected to lead and facilitate interactive sessions to gather requirements, validate designs, and gain consensus.

• Open Communication: Maintaining clear, consistent, and transparent communication channels with all stakeholders is paramount in a multi-vendor setup.

• Feedback-Driven Improvement: A culture that values constructive feedback for continuous refinement of processes and designs.

📝 Enhancement Note: The "Great Place To Work® Certified™" status suggests that Prodapt fosters a positive and supportive work environment. For this role, the ability to navigate complex stakeholder relationships and drive consensus in a multi-vendor setting will be key to success.

⚡ Challenges & Growth Opportunities

Challenges:

• Multi-Vendor Complexity: Harmonizing ITSM processes across multiple distinct vendors (TELUS, IBM, Prodapt) requires strong negotiation, standardization, and communication skills.

• Legacy Systems & Processes: Integrating new designs with existing, potentially disparate, systems and operational models within large telco environments can be challenging.

• Adoption and Change Management: Ensuring that new or redesigned processes are effectively adopted by all stakeholders and operational teams.

• Balancing Standardization with Flexibility: Creating standardized processes that are robust yet adaptable enough to meet the specific needs of different services or client segments.

• Keeping Pace with Technology: Continuously updating process designs to incorporate advancements like AIOps, AI, and evolving cloud-native operations.

Learning & Development Opportunities:

• Advanced ITIL Certifications: Opportunity to pursue ITIL Master or specialized ITIL certification modules.

• ServiceNow Expertise: Deepen knowledge of ServiceNow platform capabilities for ITSM process orchestration and automation.

• AIOps & Observability: Gain hands-on experience and knowledge in applying these cutting-edge technologies to service management.

• Telecommunications Domain Knowledge: Enhance understanding of specific telco products and operational workflows (SDWAN, SASE, etc.).

• Leadership Development: Potential to move into leadership roles managing ITSM strategy, teams, or large-scale transformation programs.

📝 Enhancement Note: The primary challenge will be managing the complexities of a multi-vendor environment and ensuring successful adoption of standardized processes. The growth opportunities are significant for someone looking to become a leader in ITSM design within the critical telecommunications sector.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex ITSM process you designed from scratch. What were the key challenges, how did you involve stakeholders from different organizations, and what was the measurable outcome?" (Focus on your end-to-end design process, stakeholder management in a multi-vendor context, and quantifiable results.)

• "How would you approach standardizing Incident Management processes across three distinct vendor teams (Prodapt, TELUS, IBM) with potentially different tools and existing workflows?" (Prepare to discuss your methodology for analysis, gap identification, consensus building, and phased rollout.)

• "Imagine a scenario where a new AIOps tool is being implemented to automate incident detection. How would you design the Incident and Problem Management processes to effectively integrate with this new capability?" (Demonstrate your understanding of AIOps and how it impacts traditional ITSM workflows, focusing on data flow and process adjustments.) Company & Culture Questions:

• "Prodapt is a 'Great Place To Work® Certified™' company. How do you see your collaborative approach fitting into a culture that values employee well-being and teamwork?" (Highlight your ability to work effectively with diverse teams and contribute positively to team dynamics.)

• "This role involves significant interaction with TELUS and IBM. How do you build trust and ensure effective communication with external partners and vendors?" (Prepare examples of successful cross-organizational collaboration and conflict resolution.)

• "How do you ensure your process designs are not just technically sound but also deliver tangible business value and improve customer experience?" (Focus on linking process design to business outcomes and client satisfaction.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, follow a clear story arc: Problem -> Your Role/Approach -> Solution Design -> Implementation -> Results/Impact.

• Visualize Your Work: Use clear, concise slides with your actual process diagrams (UML, swimlanes), RACI charts, and KPI dashboards. Explain them thoroughly.

• Highlight Key Decisions: Articulate the critical design choices you made and the rationale behind them, especially regarding trade-offs or complex integrations.

• Quantify Everything Possible: For each project, present metrics on efficiency gains, cost savings, compliance improvements, or service level achievements.

• Be Ready for Deep Dives: Anticipate detailed questions about your documentation, design choices, and how you handled specific challenges within your presented projects.

Challenge Preparation:

• Process Mapping Exercise: Be prepared to sketch out a process flow for a common ITSM scenario (e.g., Major Incident resolution, a complex Change request) on a whiteboard or shared document, explaining your steps and considerations.

• ITIL 4 Scenario Analysis: You might be presented with a business challenge and asked how you would apply ITIL 4 principles and practices to address it from a process design perspective.

📝 Enhancement Note: The interview process is designed to rigorously test both theoretical knowledge of ITIL and practical application in complex, multi-vendor scenarios. The portfolio review is a critical component, so candidates must be able to articulate their work with precision and demonstrate tangible results.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Prodapt careers portal via the provided link.

• Tailor Your Resume: Customize your resume to highlight your 10+ years of ITSM process design experience, specific ITIL 4 certifications, and experience in multi-vendor environments and the telecommunications sector. Use keywords from the job description such as "ITIL 4," "Process Design," "Incident Management," "Problem Management," "Change Enablement," "SACM," "RACI," "ServiceNow," and "Multi-vendor."

• Prepare Your Portfolio: Assemble a digital portfolio that includes clear examples of your detailed process designs (UML, swimlanes), RACI matrices, policy documents, and case studies showcasing quantifiable achievements. Ensure it's easily accessible and well-organized for review.

• Practice Your Presentation: Rehearse walking through your portfolio highlights, focusing on explaining your design rationale, the challenges you overcame, and the impact of your work. Be ready to answer strategic and scenario-based questions.

• Research Prodapt: Understand Prodapt's role in the "Connectedness" industry, their partnerships (TELUS, IBM), and their "Great Place To Work®" culture. Prepare to articulate how your skills and approach align with their values and operational needs.

⚠️ 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.