Director, IT Service Management

McCarthy Tetrault LLP

Calgary, AB
Permanent
Full-time

1 month ago

Job Description:McCarthy Tétrault is a Canadian law firm that offers a full suite of legal and business solutions to clients in Canada and around the world. At McCarthy Tétrault, we offer challenging and rewarding career opportunities in our offices in Toronto, Montreal, Quebec City, Calgary and Vancouver. We are delighted to have earned the distinction of one of for the thirteenth consecutive year in 2025. Our culture is built on professional excellence, collaboration, innovation, thought leadership and entrepreneurialism. We embrace inclusion in all its forms and we provide the tools and opportunities to help our people develop to their full potential.We are recruiting for a Director, IT Service Management to join our team in our Calgary office. The successful candidate must have a minimum of 10 years of experience as a technology professional, including at least 5 years in a senior leadership role, ideally within a professional services firm, and will be responsible for leading and executing the Firm’s IT Service Management strategy, overseeing end-user technology services (Service Desk, Mobility, devices, and AV), driving service excellence and continuous improvement, managing vendors and budgets, and providing strong people and stakeholder leadership to ensure high-quality, business-aligned IT services. This position is for an existing vacancy.As a Director, IT Service Management, you will be responsible for:Strategy Development and Execution

Developing and driving a technology roadmap aligned to Firm priorities as a member of the IT leadership team.
Representing ITSM at IT Leadership, project, cross‑functional, and regional forums.
Supporting and shaping technology services that enable MT2030.
Leading and managing change resulting from new projects or services, partnering with business leaders as needed
Advising leadership on user and Firm‑wide impacts of proposed technical changes, including participation in Change Management and IT Leadership discussions.

People Leadership

Translating vision and strategy into clear goals, plans, and priorities.
Managing workforce planning in alignment with budget and business needs.
Developing team members through ongoing feedback, coaching, and recognition, fostering accountability for growth.
Recommending and supporting development plans for direct and indirect reports.
Embeding and modeling the McCarthy Way in leadership and people practices.
Building strong cross‑functional and regional relationships to drive results.
Leading and managing change effectively.

Functional Leadership

Leading the annual planning and budgeting for Service Desk, Mobility, desk‑side hardware, and conference floor services.
Identifying and implementing operational and cost efficiencies across the function.
Overseeing the mobility program, including contract negotiation and day‑to‑day vendor management.
Developing and maintaining user communications strategies, processes, and standards.
Managing key vendor relationships (e.g., Bell, QRX, ServiceNow, Compugen).

Firmwide Service Management

Developing and maintaining the IT Service Management function and roadmap, including Incident, Request, Change, Problem, Knowledge, and Inventory Management.
Ensuring consistent communication and engagement with the business for IT services, meeting agreed service levels.
Negotiating service level agreements (SLAs) with business and IT stakeholders.
Defining and managing operational level metrics (OLAs) to support SLAs.
Measuring, monitoring, and regularly reporting on service performance.
Identifying service trends and drive mitigation and continuous improvement initiatives.

Managing End User Peripherals, laptops, iPhone and Printers

Developing and managing device lifecycle and refresh strategies.
Maintaining a centralized asset inventory.
Standardizing device models and configurations.
Negotiating vendor contracts for procurement, warranty, and support.
Providing end‑user device support through the Service Desk.
Managing and executing MT People Change processes.
Establishing clear device entitlement and acceptable‑use policies to ensure consistency and minimize risk.

Firmwide AV Management

Providing Service for internal Meetings and Events

Enabling the offering of both in-house and external audio video events to clients of the firm. This includes the provisioning of CPD events
Providing a consistent and high quality audio video experience to users
Ensuring the delivery of the following:

Providing in-person support to audio video needs to regional offices
Management of events on the conference floor and outside the office (ie Federal Budget, Firm events)

Management of Equipment

Responsible for day to day operations and life cycle management of the in room technology on the conference floors
Monitoring and providing recommendation to IT stakeholders on improving the audio infrastructure performance

ITSM Owner for Service Now

Facilitating regular stakeholder governance sessions to review module performance, adoption, and improvement opportunities.
Overseeing ServiceNow ITSM configuration (e.g., Incident, Request, Change, Problem, Knowledge), ensuring alignment with business practices and compliance requirements.
Acting as the primary ITSM module point of contact, ensuring the solution meets business needs and supports organizational objectives.

As our ideal candidate, you will distinguish yourself by the following profile:

Minimum of 10 years of experience as a technology professional ideally acquired in a professional services firm.
Minimum 5 years in a senior managerial position.
University degree in a related field.
ITIL Certification, foundation Certificate would be an asset.
Experience and proven ability in a leadership role, including leading a group of individuals into a team culture.
Experience and competence in coaching and managing technical support staff.
Experience with a professional service organization’s structure and processes would be an asset.
Bilingualism (English/French) would be an asset.

As a member of the McCarthy team, you will have access to:

Outstanding benefits from day one, including insurance premiums paid by the Firm and wellness and technology reimbursements
Competitive compensation and generous time off, including a day off to volunteer and a day off for your birthday
A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback
Strong community involvement and a commitment to equity, diversity and inclusion
A collaborative, cohesive culture that connects lawyers and business teams through collective purpose

How to Apply:We encourage external candidates to apply online and internal applicants must apply directly through our internal careers portal on Espresso. We look forward to receiving your application.McCarthy Tétrault utilizes artificial intelligence (AI) technology as part of our application screening process to enhance the efficiency and effectiveness of our recruitment efforts by analyzing applications to identify candidates whose qualifications and experiences align with the requirements of the position.We thank all applicants for their interest in McCarthy Tétrault; however, only chosen applicants will be contacted. We regret that we are unable to respond to individual inquiries about application status. McCarthy Tétrault is an equal opportunity employer that fosters an inclusive, equitable, and accessible environment. Please notify us if you require accommodation at any time during the recruitment process.

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