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General Responsibilities & Core Competencies

Each Director is expected to meet the following expectations. Time commitments for Directors will vary from role to role, but are typically 15 to 20 hours per month.

General Responsibilities:

  • Commit to the work of itSMF Canada and promote the Chapter
  • Attend monthly Board meetings and Annual General Meetings
  • Prepare for discussion of issues and items on the agenda and to vote on motions
  • Assume specific responsibilities and accountabilities for their respective portfolio and related Business Plan activities.
  • Maintain process documents related to their respective portfolio
  • Transition knowledge, processes and tools to incoming Directors (on/offboarding)
  • Collaborate with the branches in the execution of role responsibilities and the Business Plan. Good Change Management must be practiced to avoid surprises and ensure optimal value creation for the branches.
  • Comply with the itSMF Canada code of conduct and conflict of interest policies and timely respond to request for assistance or feedback by other board members and/or branch leads (e.g. email, content feedback, meetings etc).

Core Competencies:

Each Director is expected to be proficient in the following core competencies:
  • Flexibility – this involves being open, influencing and adapting to changing conditions, being willing to try new approaches, and challenging the status quo
  • Communication – this includes communicating verbally, non-verbally, and in writing, as well as practicing active listening
  • Leadership – this involves acting ethically, being trustworthy, holding oneself accountable, positively influencing others, and being proactive and intentional
  • Critical Thinking – this includes problem solving and analytical abilities, as well as making decisions and/or recommending next steps in a timely manner despite ambiguity
  • Performance Orientation – this involves being self-motivated with the ability to work independently to meet deadlines and produce quality results, as well as effectively delegate and coordinate Volunteer activities
  • Courage and Conviction – this involves demonstrating the necessary courage to act in accordance with the Chapter vision, principles, values and strategies, despite challenges

Role Descriptions:


The treasurer is itSMF Canada’s top financial officer. Partnering with the other officers, this role develops and administers the annual budget. The role also creates policies and best practices surrounding the organization's financial management procedures. Nonprofit are given special tax treatment by the government. As a result, it is important for the treasurer to remain current on regulations to ensure the organization's legal compliance.

Specific responsibilities include:

  • Oversee the development of high level financial policies and their review by the board
  • Assist in the preparation of the annual budget and its presentation to the board for review
  • Ensure that the appropriate monthly or quarterly financial statements are reviewed by the board
  • Ensure that the board regularly monitors the organization’s financial performance and alerts it to any important discrepancies between planned and actual figures
  • Ensure that the organization maintains the appropriate financial books and records and that these are accurate and up-to-date
  • Ensure that government tax filings and remittances are submitted on a timely basis
  • Ensure that any payroll and other liabilities are settled in a timely manner
  • Expense authorization in compliance with defined policy and the by-law
  • Ensure that excess funds and reserves are properly held and invested
  • Verify that donations are handled appropriately and that grants and service delivery contracts are accounted for in accordance with the requirements of funders


The itSMF Canada Secretary is an officer on the board of directors who compiles and maintains all of the board’s records. This includes meeting minutes, correspondence and legal documents, such as the nonprofit organization’s articles of incorporation. Serving as part administrator and part librarian, the secretary serves tracks all of the board’s votes and policy changes.

Specific responsibilities include:

  • Responsible for the stewardship and management of the itSMF Canada bylaws, policy creation and governance programs, their administration, conformance to requirements and issues resolution.
  • Acts as the primary point of contact for all governance related issues and directs corporate partners on issues of conformance.
  • Ownership and oversight of the annual AGM and board election process
  • Maintains records of the board and ensures effective management of the organization’s records
  • Manages the minutes of board meetings
  • Ensures minutes are distributed to members in a timely manner after each meeting (e.g. within 48 hours)
  • Is sufficiently familiar with legal documents (articles, by-laws, etc.) to note applicability during meetings
  • Accuracy of the Corporate Canada Registration and CRA contact information
  • Annual review and sign-off to the volunteering agreement / code of conduct and conflict of interest

Director - Membership Value Proposition

This Director develops and protects the overall membership value proposition (MVP) with the aim to continuously increase the membership and make itSMF Canada the most visible and valued network for Service Management professionals.

Specific responsibilities include:

  • Design and develop strategy and plans to increase the MVP (e.g. events, resources, products and services)
  • Lead and track MVP initiatives and value realization in collaboration with the other
  • Directors Document and publish the MVP for communication purposes (e.g. why should people register?)
  • Conduct surveys to track membership experiences and solicit of improvement suggestions
  • Collaborate with other itSMF chapters to leverage ideas and resource sharing to improve the MVP
  • Grow membership revenue by retaining existing members and attracting new members
  • Monitor membership services performance as part of the MVP

Director - Event Planning & Coordination

This Director is responsible for event planning and coordination across all locations in Canada, protecting the brand of itSMF and ensuring that expected financial resources are accounted for in the budget and that funds are timely available for expected expenses. Events include national conferences, professional development days, webinars and local events in cities across Canada.

Specific responsibilities include:

  • Design, produce and publish the annual schedule for all events across Canada in collaboration with the allocated event leads and/or hosts as identified in the planning.
  • Ongoing collaboration with the event leads/hosts to ensure timely execution of planned event activities
  • Develop and maintain event planning guides (e.g. Knowledge Management)
  • Track progress of planned event activities and provide steer where needed for a good member experience
  • Management of event policies, communication standards and templates
  • Event issue life-cycle management and issue resolution

Director - Digital Presence & Communications

This Director ensures a consistent quality experience for the members using online resources as they leverage the expected membership value. This role also provides oversight for all omni channel communications to improve member (user) experience and drive better relationships with itSMF stakeholders across points of contacts. This includes itSMF Canada’s website and social media communications.

Specific responsibilities include:

  • itSMF Canada website design and content management
  • Social media strategy and execution (e.g. LinkedIn, Facebook, Twitter, Youtube etc.)
  • Communications strategy and compliance with privacy legislation
  • Assisting other board members with effective and efficient communications
  • Resourcing to execute on the social media strategy

Director - Marketing & Sponsoring

This Director engages industry and organisations in Canada to ensure that itSMF is properly presented and generates corporate sponsorship's to enable a rich membership experience and develop relationships with prospects. This roles also promotes itSMF and conducts market research and advertising to continuously improve the brand.

Specific responsibilities include:

  • Develop and maintain the marketing and sponsoring strategy (national and locally)
  • In collaboration with the treasurer maintain the sponsoring registry and allocation/distribution logic
  • Manage relationships with the sponsors and timely renewal of sponsorship agreements
  • Development and distribution of promotion materials for use at events
  • Communicate status and progress on marketing and sponsoring activities
  • Creates and manages the itSMF Canada Sponsorship Program (iCSP)
  • Creates and manages the itSMF Canada Educational Institutions Program (iCEIP)
  • Creates and manages the itSMF Canada Industry Associations Program (iCIAP)

Director - Digital Transformation

This Director drives the digital transformation of itSMF Canada ensuring that all defined value streams are effectively enabled with digital technologies and that stakeholders understand expectations and supporting the new ways of working. The scope of this includes all activities of the itSMF Canada organisation.

Specific responsibilities include:

  • itSMF Canada Value Stream strategy
  • Develop and maintain the digital transformation vision, strategy and planning
  • itSMF Canada digital (data, workflow & tooling) architecture
  • Oversight for the budget, funding and resources to timely execute on the plan
  • Change Management and Communications with the board and branches

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