Job Description

We are seeking a proactive and experienced IT Service Management (ITSM) Lead to oversee and continuously improve the Incident, Problem, and Change Management processes at MTY. This role plays a critical part in ensuring operational stability, service quality, and effective process governance across the organization.

As part of a geographically distributed company with operations across Canada and the United States, the ITSM Lead will work closely with infrastructure, applications, support teams, and business stakeholders to deliver responsive incident handling, dependable change management, and long-term service reliability.

Responsibilities:

Change Management Leadership

• Own and continuously improve the Change Management process across the IT organization, ensuring consistency, governance, and adoption.
• Establish and enforce a structured, risk-based approach to change, including:
• Change classification
• Risk assessment
• Approval workflows and accountability
• Facilitate and chair Change Advisory Board (CAB) meetings:
• Review and prioritize changes
• Assess business impact, dependencies, and risk
• Ensure alignment across teams and systems
• Lead the emergency change process (ECAB), including rapid coordination, approvals, and post-change reviews.
• Ensure all changes are properly documented, scheduled, communicated, and audited.
• Drive Post-Implementation Reviews (PIRs) for failed or high-risk changes, ensuring lessons learned and corrective actions are tracked.
• Promote a culture of change discipline and accountability across IT and business teams.

ITSM Process Ownership (Incident & Problem)

• Oversee and improve Incident and Problem Management processes, ensuring alignment with Change Management.
• Lead major incident response (P1/P2), coordinating cross-functional teams and providing real-time updates.
• Ensure effective root cause analysis (RCA) and linkage between incidents, problems, and changes.

Governance, Metrics & Continuous Improvement

• Define and track key performance indicators (KPIs), including:
  • Change success rate and failure/rollback rate
  • Emergency change frequency
  • Incident trends related to change activity
• Provide regular reporting and insights to IT leadership on risks, trends, and opportunities.
• Identify and drive continuous improvement initiatives across ITSM processes.
• Ensure compliance with ITSM policies and governance standards.

ITSM Platform & Process Enablement

• Act as the administrator and process owner for ITSM platform, ensuring alignment between platform capabilities and business needs.
• Collaborate with ITSM platform administrators and Tech Group teams to:
  • Configure and optimize change workflows, approval processes, and forms
  • Develop dashboards and reporting for change and incident metrics
  • Implement automation to improve efficiency and control
  • Maintain a prioritized backlog of enhancements related to ITSM processes and platform
  • Support testing, deployment, and adoption of platform updates and process improvements.

What you bring to the table:

• Minimum of 5 years of experience in IT service management with hands-on responsibility for Incident, Problem, and Change Management.
• Strong understanding of ITIL frameworks and practical application in real-world environments.
• Demonstrated experience supporting multi-site teams in a complex IT environment.
• Excellent analytical, problem-solving, and documentation skills.
• Strong interpersonal and communication skills, with the ability to engage technical and business stakeholders.
• Experience facilitating cross-functional collaboration during critical incidents or major changes.
• Experience using ITSM and monitoring tools (e.g., dashboards, incident/event tracking, service reporting) is an asset.

Foundations of your career:

Certifications:

• Required: ITIL 4 Foundation
• Nice to have:
• ITIL 4 Managing Professional (MP) and/or ITIL 4 Strategic Leader (SL)
• PMP, Scrum, Lean Six Sigma, or other project/process certifications

What we bring to the table:

*Salary range: $115,000-$120,000. Actual offer may vary from posted hiring range based on location, work experience, and/or education.

*Competitive insurance benefits including medical, dental, vision, HSA, and FSA (dependent care/medical)

*Company paid life, accidental death & dismemberment, and long-term disability insurance

*Optional supplemental life, accidental death & dismemberment, and short-term disability insurance

*401(k) retirement account with employer match and immediate vesting

*Paid time off accrual account (starts at 10 days per year, with an additional day added annually up to 20 days)

*40 hours of accrued Paid Sick and Safe Time annually

*10 paid holidays per year, plus an additional 2 floating holidays

*8 Hours of Papa Cares Volunteer Hours per year

*Paid Parental Bonding Leave

*Tuition Assistance

*Employee Assistance Program

*50% pizza discount at Papa Murphy's Company Stores

Please Note

The intent of this job description is to provide a representation of the types of duties and responsibilities that will be required in this position and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Papa Murphy's International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.