Manager of IT Service & Governance

Winnipeg Foundation is For Good. Forever. We help people give back to our shared community by connecting generous donors with causes they care about For Good. We are an endowment-based public foundation, so gifts are pooled and invested, and the annual earnings are distributed back to the community Forever. Founded in 1921, we are proud to be Canada's first community foundation. Our vision is ‘a Winnipeg where community life flourishes for all.’

The Foundation is committed to work-life balance and diversity, both within the organization and in its work with the community.

We are currently recruiting for the role of

Manager of IT Services Management & Governance (1 – Permanent – Full-Time Position)

Our Values

• Trust
• Transformation
• Generosity
• Responsiveness
• Equity

Our Leadership Competencies

• Leading through Healthy Relationships
• Leading through Operational Excellence
• Leading through Talent Development
• Leading through Effective Communications
• Leading through Effective Decision Making

The Role

The Manager, IT Service Management & Governance, leads and continuously improves IT service management and governance practices to ensure technology services are effective, secure, compliant, customer-focused, and aligned with organizational priorities. The role provides leadership across ITSM, governance, portfolio and demand management, vendor and asset management, financial oversight, risk and compliance, and technology adoption.

Acting as a key link between technology and business operations, the Manager establishes governance frameworks, policies, processes, and performance measures that drive service excellence, accountability, and continuous improvement. The role oversees ITSM processes, service performance, project intake and prioritization, vendor relationships, software asset management, and IT risk and compliance activities.

The Manager also champions digital adoption and user enablement by leading change management, communication, training, and engagement initiatives that maximize the value of technology investments and enhance the end-user experience. Working closely with organizational leaders, service providers, vendors, and end users, the role ensures technology services support organizational effectiveness and strategic objectives.

IT Service Management (ITSM)

• Serve as ITSM subject matter resource and align processes to business needs.
• Own and improve ITSM processes (Incident, Request, Problem, Change, etc.).
• Manage ITSM tools, workflows, and SLAs.
• Maintain metrics and reporting dashboards.
• Maintain service policies, process documentation, runbooks, service catalogue content, and service level definitions.
• Facilitate ITSM governance forums, process maturity assessments, and continual service improvement reviews.
• Identify automation opportunities and emerging practices to improve service delivery efficiency and user experience.
• Provide leadership and operational oversight for the IT Service Desk, including service performance, workforce planning, knowledge management, escalation management, and continual improvement.
• Establish and govern project intake, demand management, software asset management, and product governance practices to ensure alignment with organizational priorities and resource capacity.
• Develop and report on service performance metrics, governance indicators, risk measures, and continual improvement outcomes for executive leadership.

Governance & IT Policies

• Coordinate IT governance practices and compliance alignment.
• Develop and maintain IT policies, standards, and procedures.
• Participate in governance forums and reporting.

Portfolio & Demand Management

• Facilitate visibility into IT initiatives, priorities, and resource capacity.
• Execute intake and prioritization of technology requests.
• Provide visibility into IT portfolio activities.
• Develop and manage a standardized project intake, demand management, and prioritization framework in partnership with business units and leadership.

Vendor & Asset Management

• Coordinate vendor lifecycle and contract activities.
• Monitor vendor performance and service delivery.
• Establish and maintain Software Asset Management governance and compliance practices.
• Coordinate software licensing reviews and renewal planning.

Financial Management & Budget Oversight

• Monitor, track, and report on IT operating budgets, vendor expenditures, licensing costs, and forecast variances.

Governance, Risk & Compliance (GRC)

• Identify and track IT risks and mitigation actions.
• Coordinate audits and compliance activities.
• Act as an advocate for the end user, ensuring technology services are intuitive, accessible, and aligned with business workflows.
• Partner with IMC teams to enhance self-service capabilities, knowledge management, and user support models.
• Coordinate and oversee the development of communication materials, quick-start guides, user training, and awareness campaigns supporting new technologies.
• Analyze user adoption trends and identify barriers to adoption, recommending improvements to user experience, business processes, or technology design.
• Coach departments through technology changes to improve digital literacy and successful adoption.
• Additional duties, responsibilities, and accountabilities may be assigned as business requirements evolve.

Recommended Qualifications & Experience

• 5+ years of experience in IT Service Management, Service Operations, or a similar leadership role.
• Proven experience implementing and governing ITSM frameworks (ITIL or equivalent).
• Hands-on experience with enterprise ITSM platforms such as ServiceNow, Freshservice, Jira Service Management, or similar.
• Experience establishing Project Intake, Software Asset Management, and Product Ownership governance processes.
• Experience leading or managing an IT Service Desk and driving continual service improvement.
• Experience developing, implementing, and monitoring IT policies, governance frameworks, and service performance metrics.
• Background in organizational change management, training development, digital adoption, or user enablement is considered a strong asset.

Skills & Competencies & Abilities

• Strong facilitation, stakeholder engagement, communication, and business relationship management skills.
• Knowledge of ITSM Essentials Service delivery models.
• Excellent communication skills with the ability to translate technical concepts for audiences with varying digital literacy.
• Skilled in stakeholder engagement, facilitation, and cross‑functional collaboration.
• High degree of empathy and user‑centered thinking.
• Comfortable working independently and driving initiatives from concept to execution.
• Strong written and verbal communication skills
• Strong problem-solving capability
• Ability to work under pressure
• Ability to collaborate and work well with others
• Ability to provide constructive feedback
• Flexibility in thinking and operating style
• Strong active listening skills
• Patience when dealing with others
• Sensitivity toward the preferences and wishes of others
• Ability to work evenings and weekends as needed, with little advance notice

What We Offer

• Starting salary in the range of $87,516 - $109,394
• A comprehensive benefit package including health and dental benefits
• A Health Spending Account
• Access to Consult + (Virtual Doctor Service)
• EFAP program available to employees and family members
• Pension program starting at six months of employment
• Vacation starts at three weeks per year
• Eco-pass program (half-cost bus pass)
• Maternity/Parental Leave Top Up
• Professional Development opportunities

Applications, including resume and cover letter, should be submitted by August 26, 2026. All applications must be submitted at winnipeg-foundation/en.

Applicants who do not fully satisfy all the essential requirements are nonetheless encouraged to submit their applications for consideration regarding this position. We firmly believe in the potential for diverse perspectives, skills and experience to enrich our team and contribute to the Foundation’s overall success.

The Recruitment Process

As part of the Foundation’s commitment to being transparent, the following are the stages of our recruitment process:

• Job posting closes – August 26, 2026
• Phone screening interview – September 1 & 2, 2026 (Tell me about yourself, differentiate between ITIL & ITSM, technical jargon is fine, but I don’t understand it – explain it to me)
• First In-person interview – September 11 & 21, 2026 (It is all about your technical skills and alignment of our values)
• Second in-person interview – October 14 & 19, 2026 (What makes you a great coach, leader & mentor? What is your vision for this role)
• Start date: November 1, 2026

During the recruitment process, prospective candidates will be expected to provide specific examples of situations where they have demonstrated the Foundation's values and core competencies.

Winnipeg Foundation is committed to an inclusive, barrier-free environment. It will accommodate applicants' needs under the Accessibility for Manitobans Act (AMA) at all stages of the recruitment and selection process. We thank all applicants for their interest; only those advancing in the competition will be contacted. If contacted to participate in the process, please advise if you require accommodation.

Note

Employment is conditional upon verification of eligibility to work in Canada for an employer other than the current employer.

If you would like to discuss accommodation or have difficulty submitting your application via the portal, please email View email address on ca.workus.org for support.