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 contractsReport availability, response, resolution, ticket quality, and service trendsGovern Incident, Problem, Change, Request, Asset, and Continuity ManagementCoordinate P1 and P2 incident response and stakeholder communicationsMaintain procedures, escalation paths, recovery plans, and corrective actionsRequirements:
10+ years in IT service management, preferably hybrid or federated5+ years managing an IT Managed Service ProviderStrong ITIL 4 knowledge and improvement experienceServiceNow, disaster recovery, communication, and planning experienceITIL 4 Foundation or higher certificationApply ITIL governance, MSP accountability, incident leadership, and continuous improvement to strengthen dependable technology services.
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