Lead IT service governance and major incident coordination as Manager, Service Management in downtown Toronto’s hybrid work workplace. 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 (Winnipeg)
🏢 University Pension Plan Ontario
📍 Winnipeg