Director, IT Service Management

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 Canada’s 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.

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.

• 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.

• 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.

• 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, Service Now, Compugen).

• 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.

• 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…