IT Service Management Manager

Lead IT service governance and major incident coordination as Manager, Service Management in downtown Toronto’s hybrid work environment. Drive reliable service outcomes.

This manager oversees an MSP and service management practice supporting O365, Google Cloud Platform workloads, third-party cloud systems, and infrastructure. The position governs ITIL practices, coordinates P1 and P2 incidents, and advances operational readiness. Reporting to the Director, Technology & Security Operations, the manager also supports technology continuity planning and process improvement.

Key Responsibilities:

• Manage MSP performance against service levels, KPIs, finances, and contracts
• Report availability, response, resolution, ticket quality, and service trends
• Govern Incident, Problem, Change, Request, Asset, and Continuity Management
• Coordinate P1 and P2 incident response and stakeholder communications
• Maintain procedures, escalation paths, recovery plans, and corrective actions

Requirements:

• 10+ years in IT service management, preferably hybrid or federated
• 5+ years managing an IT Managed Service Provider
• Strong ITIL 4 knowledge and improvement experience
• ServiceNow, disaster recovery, communication, and planning experience
• ITIL 4 Foundation or higher certification

Apply ITIL governance, MSP accountability, incident leadership, and continuous improvement to strengthen dependable technology services.