It Service Management Manager - Msp Governance & Major Incident

Manager, Service Management (MSP Governance & ITIL Operations Lead)Reports to:
Director, Technology & Security OperationsLocation:
Toronto (Hybrid – 2 days in-office)Role SummaryWe are seeking a hands-on
Service Governance Leader
to own the performance, governance, and continuous improvement of our Managed Service Provider (MSP) and IT service management practice.This role is accountable for ensuring resilient, high-quality IT services across Microsoft 365, Google Cloud Platform workloads, third-party SaaS platforms, and core infrastructure. The successful candidate will act as the operational authority for ITIL process execution, major incident command, change governance, service performance reporting, and technology continuity readiness.This is not a service desk management role — it is a
service governance and MSP oversight role
requiring strong vendor accountability, structured reporting, and executive-level communication.MSP Performance & GovernanceOwn MSP performance management across SLAs, KPIs, availability, response/resolution targets, financial measures, and contractual service levelsLead monthly/quarterly service reviews and drive corrective action plans for SLA deviationsMonitor ticket hygiene (backlog aging, reassignment %, reopens, data quality)Maintain and evolve vendor governance framework, escalation matrix, and RACIAct as Incident Manager for all P1/P2 incidentsLead war rooms, coordinate cross-functional response teams, and ensure timely stakeholder communicationFacilitate Post-Incident Reviews (PIR) and validate Root Cause Analyses (RCA)Track corrective actions to closure and prevent recurrenceITIL Process Ownership & MaturityGovern execution and continuous improvement of:ProblemRequestAssetTechnology Continuity ManagementMaintain SOPs and operational documentationDrive process adoption and maturity improvementsService Performance & ReportingAnalyze trends across availability, MTTR, change success rate, backlog health, and recurring incidentsProvide actionable insights to Technology & Security leadershipTechnology Continuity & Operational ReadinessSupport Disaster Recovery planning and testingEnsure continuity runbooks are documented, tested, and updatedValidate readiness for major changes and high-risk initiativesRequired Experience10+ years IT Service Management experienceDirect experience governing Managed Service Providers (MSP oversight)Strong ITIL v4 knowledge and hands-on process maturity leadershipDemonstrated P1/P2 incident command experienceExperience acting as a CAB approverServiceNow or equivalent ITSM platform expertiseExperience in hybrid cloud environments (M365, GCP, SaaS)Experience supporting Disaster Recovery planning/testing
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