Company Description HomeSense is a home goods retailer known for offering a wide range of quality decor, furniture, and household essentials at accessible prices. The company focuses on creating welcoming store environments where customers can discover current and unique items every visit. HomeSense emphasizes strong operational standards, customer satisfaction, and continuous improvement across its locations. Team members are encouraged to bring forward ideas, collaborate, and contribute to an engaging shopping experience. The organization values integrity, accountability, and inclusive practices in all areas of its business.

Role Description The Head of Service Management is a full-time, hybrid role based in Ontario, Canada, with flexibility to work both on-site and from home. This role oversees end-to-end service delivery across IT and operations, ensuring services are reliable, efficient, and aligned with business goals. Day-to-day responsibilities include defining service management strategies, leading incident and problem management processes, monitoring service performance, and driving continuous improvements. The role also involves collaborating with cross-functional teams, managing vendor relationships, overseeing service budgets, and implementing best-practice frameworks such as ITIL.



The Head of Service Management will coach and mentor service teams, foster a culture of accountability and customer focus, and report regularly on service metrics and outcomes to senior leadership.

Qualifications

• Team Leadership skills, including experience leading cross-functional service or operations teams and developing talent.
• Service Delivery and IT Service Management skills, including familiarity with ITIL or similar frameworks, incident and problem management, and SLA governance.
• Budgeting and Operations Management skills, including managing service budgets, optimizing resources, and improving operational efficiency.
• Proven experience in a senior service management or operations leadership role, ideally within retail or a similarly quick-paced environment.
• Post-secondary education in Business, Information Technology, or a related field; relevant professional certifications (e.g., ITIL) are an asset.
• Ability to work effectively in a hybrid environment, balancing on-site presence in Ontario, Canada with remote work requirements.

Please note, Our company recruits employees only after conducting background checks; this is mandatory.