Senior Project Manager/Leader

We are seeking an experienced Senior Project Manager/Leader with deep expertise in IT Service Management (ITSM) and the ServiceNow platform to guide the transformation of enterprise release governance and service management operating models. In this role, you will lead the end-to-end design, configuration, integration, and operational rollout of ServiceNow modules—specifically Digital Product Release Management (DPRM), Change Management, and CMDB. Working closely with cross-functional project teams, product owners, and technical stakeholders, you will establish modern release governance frameworks, automate deployment workflows, and integrate ServiceNow with enterprise DevOps and CI/CD pipelines.

Location: Toronto, ON (Hybrid – Up to 3 days in office)

Duration: 6-month contract.

Advantages
Strategic ServiceNow Leadership: Direct the design and rollout of specialized ServiceNow DPRM and ITSM governance frameworks.

Modern DevSecOps Integration: Connect ServiceNow natively with enterprise CI/CD pipelines, DevOps tools, CMDB, and SPM platforms.

End-to-End Delivery Scope: Lead the full lifecycle from current-state process assessments to hands-on platform configuration and go-live.

Flexible Hybrid Setup: Enjoy balance with a structured hybrid arrangement working up to 3 days in-office in Toronto.

Responsibilities
Lead the end-to-end design, configuration, implementation, and optimization of the ServiceNow Digital Product Release Management (DPRM) platform and associated ITSM modules.

Assess current-state release processes and establish future-state ITSM operating models, governance frameworks, standardized release calendars, and ITIL best practices.

Facilitate stakeholder workshops, business process reviews, and requirements-gathering sessions to translate operational needs into technical solution designs.

Configure and customize core ServiceNow platform capabilities, including Flow Designer, Business Rules, Client Scripts, UI Policies, Approval Workflows, Dashboards, and Performance Analytics.

Design and deploy API-based integrations connecting ServiceNow DPRM, Change Management, CMDB, and Strategic Portfolio Management (SPM) with DevOps tools and CI/CD pipelines.

Establish enterprise release governance protocols, including deployment scheduling, risk and dependency tracking, release calendars, and post-release review processes.

Support solution testing lifecycles—including unit, integration, system, regression, and UAT—to ensure platform stability, data integrity, and deployment readiness.

Develop operational documentation, runbooks, training materials, and user guides while delivering knowledge-transfer sessions to technical support teams and business stakeholders.

Qualifications
Mandatory Certification: Active ServiceNow Certified System Administrator (CSA) certification (Strictly Required).

ITSM Consulting Seniority: Minimum 7+ years of experience consulting on and delivering complex ITSM solutions, process designs, and platform implementations (Strictly Required).

ServiceNow Platform Expertise: Minimum 5+ years of hands-on experience configuring, customizing, administering, and implementing ServiceNow ITSM modules (Strictly Required).

Process Modeling & Operating Models: Proven experience assessing current-state processes and building future-state ITSM operating models, governance structures, and service management frameworks (Strictly Required).

DevOps & API Integration: Demonstrated experience designing and implementing integrations using ServiceNow APIs with Change Management, CMDB, SPM, DevOps tools, and CI/CD pipelines (Strictly Required).

Release Governance: Proven track record establishing enterprise release governance frameworks, including release calendars, risk assessments, dependency mapping, and deployment coordination (Strictly Required).

Nice-to-Have Assets:
Prior experience delivering ITSM and ServiceNow solutions within public sector or broader public-sector enterprise environments.

Practical knowledge of ITIL v3/v4 frameworks and Digital Product Release Management (DPRM) solutions.

Summary
If you're interested in the "Senior Project Manager/Leader" role based in Toronto, we encourage you to apply online at www.randstad.ca.
Only qualified candidates will be contacted for the next steps. We look forward to hearing from you!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.