Manager, Service Management

THE ROLE

We are seeking a proactive and outcomes-focused Manager, Service Management to oversee the performance, governance, and continuous improvement of our Managed Service Provider (MSP) and service management practice.  This position plays a critical role in overseeing the performance and governance of our Managed Service Provider (MSP), ensuring the delivery of resilient and reliable IT services including O365, workloads hosted on Google Cloud Platform, third-party cloud systems, infrastructure, and execution of core ITIL processes.

Reporting directly to the Director, Technology & Security Operations, the Manager will lead service governance, major incident coordination, and process improvement initiatives across ITIL disciplines, while also supporting technology continuity planning and operational readiness.

This is a fantastic opportunity for an experienced service management professional to join a team of high-performing individuals and make a great impact in a fast-paced organization.  

This role is based in downtown Toronto in a hybrid work environment, allowing employees the flexibility to work remotely and in-office (minimum two days per week in-office).

This posting is for a existing vacancy.

SPECIFIC ACCOUNTABILITIES

The Manager, Service Management will be responsible for a variety of duties, including but not limited to the following:

• Manage MSP performance against agreed service levels, KPIs, financial measures and contractual commitments, addressing gaps that could affect service quality, cost or user experience.
• Turn service data into business insight by reporting on availability, response and resolution times, ticket quality and other key measures to support leadership decisions.
• Drive performance improvement by reviewing MSP reports, identifying service risks and trends, and agreeing and tracking corrective actions.
• Govern core service management practices across Incident, Problem, Change, Request, Asset and Technology Continuity Management to improve consistency, accountability and service outcomes.
• Lead the response to P1 and P2 incidents as Incident Manager, coordinating response teams, managing escalations and keeping stakeholders informed until services are restored.
• Maintain effective escalation arrangements by keeping system contact paths current and ensuring the MSP follows clear escalation procedures and role assignments for critical incidents.
• Strengthen post-incident outcomes by facilitating reviews, validating root cause analyses and tracking actions that reduce the risk of recurrence.
• Review and approve changes through the CAB by confirming business readiness, risk controls and alignment with service and operational requirements.
• Keep operational procedures current and usable so internal teams and service partners can follow consistent, approved ways of working.
• Support technology continuity and recovery by helping maintain, test and improve disaster recovery plans to protect critical business services.
• Use service trends to identify improvement opportunities and lead initiatives with internal teams and the MSP that improve reliability, efficiency and user experience.
• Build strong working relationships across the organization to align service delivery with business expectations, operational priorities and user needs.

QUALIFICATIONS & EXPERIENCE

• 10+ years of experience in IT service management, preferably within hybrid or federated delivery models.
• 5+ years managing an IT Managed Service Provider, including setting clear expectations, monitoring performance against contracts and service levels, resolving delivery gaps, and driving accountability for results.
• Strong knowledge of ITIL 4 and a track record of improving service management practices to strengthen reliability, efficiency and the user experience.
• Experience leading innovation and continuous improvement, identifying opportunities to use automation, monitoring and service data to improve outcomes and reduce recurring effort.
• Demonstrated ability to lead major incidents, coordinating distributed teams and vendors, communicating clearly with stakeholders, and driving timely service restoration.
• Experience advancing ServiceNow capabilities for service workflows, dashboards, monitoring, ticket management and performance reporting.
• Experience supporting disaster recovery exercises, coordinating the collection and validation of system evidence and tracking follow-up actions.
• Strong planning and estimation skills, including assessing initiative scope, dependencies, effort and timelines, and communicating delivery expectations.
• Excellent documentation and communication skills, including the ability to present service performance, risks and improvement plans to senior stakeholders.
• Experience working across business units to build understanding, adoption and consistent use of operational processes.
• ITIL 4 Foundation or higher certification; familiarity with ISO 27001, NIST or COBIT frameworks.

ATTRIBUTES

• Takes initiative, follows through reliably and works independently while keeping stakeholders informed.
• Communicates clearly and effectively with business leaders, technical teams and service providers.
• Builds practical, repeatable processes that improve service consistency and accountability.
• Organizes and aligns contributions from multiple teams to deliver agreed outcomes.
• Anticipates issues, investigates root causes and takes action to resolve them.
• Uses data and sound judgment to assess performance, identify risks and guide decisions.
• Combines a hands-on approach with the ability to set clear expectations and hold the MSP accountable for results.
• Looks for opportunities to innovate and continuously improve service quality, efficiency and user experience.
• Monitors relevant technologies, trends, threats, standards and products, and recommends changes that strengthen the organization’s security posture and support business needs.