At a Glance
- Tasks: Lead IT service governance and coordinate major incidents in a dynamic hybrid environment.
- Company: Innovative tech firm located in downtown Toronto with a focus on reliable service outcomes.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Join a collaborative team dedicated to continuous improvement and technology continuity.
- Why this job: Make a real impact by enhancing IT service management and driving operational excellence.
- Qualifications: 10+ years in IT service management and strong ITIL knowledge required.
The predicted salary is between 135000 - 165000 $ per year.
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 contracts
- Report availability, response, resolution, ticket quality, and service trends
- Govern Incident, Problem, Change, Request, Asset, and Continuity Management
- Coordinate P1 and P2 incident response and stakeholder communications
- Maintain procedures, escalation paths, recovery plans, and corrective actions
Requirements:
- 10+ years in IT service management, preferably hybrid or federated
- 5+ years managing an IT Managed Service Provider
- Strong ITIL 4 knowledge and improvement experience
- ServiceNow, disaster recovery, communication, and planning experience
- ITIL 4 Foundation or higher certification
Apply ITIL governance, MSP accountability, incident leadership, and continuous improvement to strengthen dependable technology services.
IT Service Management Manager in Toronto employer: University Pension Plan Ontario
University Pension Plan Ontario (UPP) is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals in the data and analytics field. With a hybrid work policy allowing flexibility and a vibrant downtown Toronto location, employees benefit from a supportive environment that prioritizes growth and development, alongside opportunities to engage with cutting-edge technologies like GCP. UPP is committed to empowering its team members, ensuring they have the resources and mentorship needed to thrive in their careers.
Contact Details:
University Pension Plan Ontario Recruitment Team
