Lead MSP governance in Toronto’s hybrid mode, using ITIL operations and incident command to strengthen enterprise service performance.

As Manager, Service Management, you will own governance, performance, and continuous improvement across the MSP and IT service management practice. You will oversee services spanning Microsoft 365, Google Cloud Platform workloads, third-party SaaS platforms, and core infrastructure. The role emphasizes vendor accountability, structured reporting, and executive-level communication.

Key Responsibilities:

- Manage MSP SLAs, KPIs, availability, targets, and financial measures
- Lead service reviews and corrective action plans
- Maintain vendor governance, escalation matrix, and RACI
- Command P1/P2 incidents and coordinate war rooms
- Validate root cause analyses and track corrective actions

Requirements:

- 10+ years of IT Service Management experience
- Direct Managed Service Provider governance experience
- Strong ITIL v4 knowledge and process maturity leadership
- Demonstrated P1/P2 incident command experience
- ServiceNow or equivalent ITSM platform expertise

Apply service governance, MSP oversight, ITIL leadership, and major incident command across hybrid enterprise technology services.

📌 Service Governance Manager MSP Oversight (Toronto)
🏢 National Consultants Professionals
📍 Toronto