Job Title

McCarthy Ttrault 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 Ttrault, 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 Canadas Best Diversity Employers 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. Position Summary We are recruiting for a Director, IT Service Management to join our team in our Vancouver 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 Firms IT Service Management strategy, overseeing enduser 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 highquality, businessaligned IT services. This position is for an existing vacancy. Salary Range (Vancouver Only) $175,000 - $200,000 annually Responsibilities 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, crossfunctional, 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 Firmwide 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. Embedding and modeling the McCarthy Way in leadership and people practices. Building strong crossfunctional and regional relationships to drive results. Leading and managing change effectively. Functional Leadership Leading the annual planning and budgeting for Service Desk, Mobility, deskside hardware, and conference floor services. Identifying and implementing operational and cost efficiencies across the function. Overseeing the mobility program, including contract negotiation and daytoday 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 driving mitigation and continuous improvement initiatives. Managing EndUser 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 enduser device support through the Service Desk. Managing and executing MT People Change processes. Establishing clear device entitlement and acceptableuse policies to ensure consistency and minimize risk. Firmwide AV Management Providing Service for internal Meetings and Events Enabling the offering of both inhouse and external audiovideo events to clients of the firm, including provision of CPD events. Providing a consistent and highquality audiovideo experience to users. Ensuring the delivery of the following: Providing inperson support to audiovideo needs to regional offices. Management of events on the conference floor and outside the office (e.g., Federal Budget, Firm events). Management of Equipment Responsible for daytoday operations and lifecycle management of the inroom technology on the conference floors. Monitoring and providing recommendations to IT stakeholders on improving the audio infrastructure performance. ITSM Owner for ServiceNow 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. Qualifications 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 organizations structure and processes would be an asset. Bilingualism (English/French) would be an asset. Benefits 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 twoway 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 Ttrault 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 Ttrault; however, only chosen applicants will be contacted. We regret that we are unable to respond to individual inquiries about application status. McCarthy Ttrault 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. #J-18808-Ljbffr