Manager IT Service Management

Lead IT Service Management at WSIB in an on-site, full-time role across Ontario, using ServiceNow knowledge and governance expertise.

As Manager, IT Service Management, you will guide an experienced team and advance ITSM maturity across a large, complex environment. The position covers Service Desk, Incident, Request, Catalogue, Problem, Knowledge, Service Level, Change, and Configuration Management. You will strengthen reliable, effective, customer-focused technology services.

Key Responsibilities:

• Lead ITSM delivery, strategy, roadmaps, processes, and governance
• Coach professionals, allocate work, and establish performance objectives
• Develop controls, KPIs, reporting, and process documentation
• Advance ServiceNow, CMDB quality, and configuration visibility
• Manage suppliers, budgets, operational reviews, and continuity planning

Requirements:

• Post-secondary education and relevant professional experience
• Eight or more years in information technology and ITSM
• Three or more years managing people
• Three or more years using ServiceNow or comparable platforms
• ITIL Foundation and COBIT Foundation certifications

Bring ITSM leadership, ServiceNow expertise, and stakeholder management skills to strengthen technology services at WSIB.