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 measuresLead service reviews and corrective action plansMaintain vendor governance, escalation matrix, and RACICommand P1/P2 incidents and coordinate war roomsValidate root cause analyses and track corrective actionsRequirements:
10+ years of IT Service Management experienceDirect Managed Service Provider governance experienceStrong ITIL v4 knowledge and process maturity leadershipDemonstrated P1/P2 incident command experienceServiceNow or equivalent ITSM platform expertiseApply service governance, MSP oversight, ITIL leadership, and major incident command across hybrid enterprise technology services.
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📌 Service Governance Manager Msp Oversight (Canada)
🏢 National Consultants Professionals
📍 Canada