Senior Manager, IT Service Management

Role Overview

• Provide strategic direction and governance across all ITSM practices, ensuring alignment with business goals and expected outcomes
• Shape the long‑term roadmap for core practices including CMDB/Service Configuration, IT Asset Management, Event, Request, and Release Management
• Integrate automation and AI into practice workflows to improve efficiency, consistency, and service quality
• Stay current with emerging technologies, ITSM trends, and industry practices to guide innovation and inform future operating models
• Oversee Major Incident, SWAT, and Root Cause Analysis practices to reduce the frequency and business impact of service‑disrupting incidents
• Lead the evolution of Change and Release Management to minimize operational and business risk from changes
• Partner with the IT Operations Center to ensure key ITSM practices are embedded in daily operations and future operating models
• Own and maintain the standards, policies, and operating frameworks used by Practice Managers
• Serve as the primary stakeholder connection point, ensuring expectations are aligned and practices support business needs
• Own service performance metrics and reporting, ensuring SLAs, KPIs, and commitments are consistently met and continuously improved
• Provide leadership, guidance, and support to Practice Managers, ensuring practices operate cohesively across the organization
• Conduct performance reviews, provide coaching and feedback, and support career development for team members
• Manage day‑to‑day people leadership responsibilities, including workload balancing, goal setting, and fostering a healthy, accountable culture
• Manage relationships with third‑party vendors and contracted service providers to ensure quality and performance
• Work closely with business leaders across functions to ensure ITSM practices support organizational priorities and evolving enterprise needs
• Build, mentor, and lead high‑performing, diverse teams while working transparently and collaboratively with peers
• Engage appropriately with audit, regulatory, risk, and compliance functions to ensure adherence to required controls
• Support governance of disaster recovery, business continuity, and resilience processes
• Oversee budgeting and resource planning for ITSM functions to ensure services are delivered efficiently and cost‑effectively

Requirements

• Post-secondary education in a relevant field such as Computer Science, Information Management, or MIS, or an equivalent combination of training and experience
• A minimum of five years of experience in IT service management or a closely related leadership role
• Strong proficiency with Microsoft Office tools including Word, Excel, PowerPoint, Teams, Project, Visio, and Outlook
• Proven experience leading IT service management functions in a large-scale enterprise environment
• Demonstrated ability to design, implement, and mature IT service management processes and procedures
• Excellent communication, collaboration, and stakeholder engagement skills
• Strong analytical and problem-solving abilities with attention to detail
• Solid understanding of IT infrastructure concepts and industry trends
• Experience working in a large enterprise production environment supporting critical, real-time services
• Experience with Power BI development is an asset
• Deep knowledge of IT service management frameworks and best practices, particularly ITIL
• ITIL certification at the Foundation level or higher is required; additional relevant certifications are considered an asset
• Hands-on experience with ITSM and operational tooling such as ServiceNow, Azure DevOps, or PagerDuty
• Familiarity with monitoring and observability tools such as Splunk, AppDynamics, or similar platforms
• Working knowledge of servers, networks, cloud platforms, and enterprise technologies is an asset.

Tech Stack

• Azure
• Cloud
• ITSM
• ServiceNow
• Splunk

Benefits

• Comprehensive medical, dental, vision coverage
• Life insurance
• Disability coverage for positions working more than 30 hours per week
• Retirement program with generous matching employer contributions
• Paid vacation, sick days, and holidays
• Paid personal and maternity/parental leaves
• Employee and Family Assistance Program
• Eligible for annual incentive plan and long-term incentive plan