ITSM Process Manager

We’re seeking an experienced ITIL Process Manager to join our IT Management & Governance team within our Winnipeg Office. The ITIL Process Manager will lead the design, implementation, and ongoing maturity of our IT service management processes. This is a senior, customer-facing role responsible for shaping how services are delivered internally and to external lottery customers at scale. You will work directly with customers to implement standard ITIL-aligned processes, define customer specific SLAs, and establish the metrics and reporting required to support Monthly and Quarterly Business Reviews (MBRs/QBRs). Internally, you will translate those commitments into scalable operational processes supported by ServiceNow. Who We Are Experience the forefront of innovation with Pollard Digital Solutions a division of Pollard Banknote, where we lead the charge in revolutionizing digital solutions for state lotteries. From groundbreaking initiatives like iLottery to crafting immersive player experiences that champion noble causes globally, our team's innovative spirit is driving impactful changes in the industry. Join us in this exhilarating journey, where every contribution makes a difference in shaping the future of lottery gaming. What We Offer

• Competitive compensation
• Profit sharing program – every role plays a part in our success!
• Company pension
• Comprehensive Group Benefits
• Opportunities for professional development
• Tuition reimbursement
• Employee & Family Assistance Program
• A variety of committee driven employee engagement activities
• On-Site Cafeteria & Outdoor Patio
• On Site Gym
• Free Parking
• Remote/Hybrid Work Environment

What You'll Do

• Lead the definition and maturity of ITIL-aligned service management processes, including Incident, Problem, Change, Request, Knowledge, and Service Level Management.
• Work directly with external lottery customers to:
• > Define service expectations and operational requirements
• > Establish standard and customer-specific SLAs and SLOs
• > Align on roles, responsibilities, and escalation models
• Drive the implementation of standard service processes across customers while allowing for controlled, intentional customization where required.
• Design future-state operational processes that scale across multiple SaaS customers and products.
• Establish a continuous improvement model for IT service management processes, including regular retrospectives, feedback loops, and maturity assessments.
• Engage across IT and Digital teams (Operations, Engineering, Product, Security, and Support) to continuously optimize and evolve service processes as the organization scales.
• Facilitate cross-functional reviews to identify improvement opportunities, reduce friction, and ensure processes remain practical and fit for purpose.
• Define and maintain key performance metrics aligned to SLAs and service commitments
• Prepare and present MBR and QBR reporting, including performance against SLAs, trends, risks, and improvement initiatives.
• Support customer onboarding, service reviews, training, and adoption of operational processes.
• Lead and mentor a small team of process analysts and ServiceNow specialists.

Who You Are

• Experience in IT service management, ITIL process leadership, or IT operations.
• Strong understanding of ITIL principles and service lifecycle management.
• Proven experience working directly with external customers to define service models and SLAs. Experience producing and presenting MBR/QBR-level service performance reporting.
• Demonstrated ability to lead cross-functional process alignment and drive decisions.
• Hands-on experience with ServiceNow or comparable tooling (process design, workflow concepts, reporting) is considered an asset.
• Strong facilitation, communication, and stakeholder management skills.
• Experience leading continuous improvement initiatives, retrospectives, or service maturity efforts across multiple teams or functions

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request. Employment is contingent upon a satisfactory response from a Criminal Record Search.