_{14th May, 2025}

Position: Project Manager (ServiceDesk)    
Client: Public Sector
Location: Ottawa (on-site)
Duration: 12-month contract (Approximately)
Language: French (Primary) English (Secondary)
Security Clearance: Enhanced Reliability
 
Background: 
 
Kyndryl Canada is supporting our Federal government client who has a large ServiceDesk supporting its internal clients. They require a bilingual (EN/FR) Project Manager who can ensure service objectives are met such as overall satisfaction and service levels are being met and to address Service Desk delivery issues.
 
Qualifications: 

• 10 years of experience in the analysis and engineering of Information Technology processes to optimize operations.
• 10 years of experience in analysis of Service Desk reports to ensure service objectives are met such as overall satisfaction and service levels are being met and to address Service Desk delivery issues.
• 10 years of experience in customer relationship management with government departments or large private sector organizations with over 5,000 resources.
• 7 years of Project Management experience and valid certification.

• Developing, implementing, and monitoring service desk action plans, policies and procedural guidelines
• Working with with ITIL v4 or v3 framework
• Working with service desk platforms such as BMC Remedy, InfoMan, IBM Maximo, InfoMAN, Zendesk, HP Service Manager or ServiceNow.
• Understanding of governance frameworks and compliance standards.
• Analyzing and redesigning IT service management processes.
• Process improvement (Lean IT, Six Sigma, Kaizen, DevOps)
• Experience with workflow automation tools (Microsoft Power Automate, ServiceNow Flow Designer, BMC Atrium)
• Familiarity with CMDB concepts and tools.
• Advanced proficiency in reporting and dashboarding tools (Power BI, PowerQuery, Excel, Tableau, ServiceNow Performance Analytics)
• Understanding of ITSM metrics (SLA/SLO tracking, First Contact Resolution, Mean Time to Resolution, Ticket aging, Customer Satisfaction, Etc)
• Ability to use SQL or query tools to extract and analyze service desk data
• Experience managing stakeholders at executive and departmental levels, including government clients or large enterprises.
• Utilizing CRM tools such as SalesForce, Hosted Contact Centre Service, Microsoft Dynamics, or custom internal tools.
• Knowledge of operational change management and stakeholder communication frameworks.
• Proficiency with project management tools (Microsoft Project, jira, Confluece, Asana, Etc)
• Use of Agile, Waterfall and Hybrid methodologies.