Manager, Service Management (MSP Governance & ITIL Operations Lead)
Reports to: Director, Technology & Security Operations
Location: Toronto (Hybrid – 2 days in-office)
Role Summary
We are seeking a hands-on Service Governance Leader to own the performance, governance, and continuous improvement of our Managed Service Provider (MSP) and IT service management practice.
This role is accountable for ensuring resilient, high-quality IT services across Microsoft 365, Google Cloud Platform workloads, third-party SaaS platforms, and core infrastructure. The successful candidate will act as the operational authority for ITIL process execution, major incident command, change governance, service performance reporting, and technology continuity readiness.
This is not a service desk management role — it is a service governance and MSP oversight role requiring strong vendor accountability, structured reporting, and executive-level communication.
MSP Performance & Governance
Own MSP performance management across SLAs, KPIs, availability, response/resolution targets, financial measures, and contractual service levels
Lead monthly/quarterly service reviews and drive corrective action plans for SLA deviations
Monitor ticket hygiene (backlog aging, reassignment %, reopens, data quality)
Maintain and evolve vendor governance framework, escalation matrix, and RACI
Act as Incident Manager for all P1/P2 incidents
Lead war rooms,



coordinate cross-functional response teams, and ensure timely stakeholder communication
Facilitate Post-Incident Reviews (PIR) and validate Root Cause Analyses (RCA)
Track corrective actions to closure and prevent recurrence
ITIL Process Ownership & Maturity
Govern execution and continuous improvement of:
Problem
Request
Asset
Technology Continuity Management
Maintain SOPs and operational documentation
Drive process adoption and maturity improvements
Service Performance & Reporting
Analyze trends across availability, MTTR, change success rate, backlog health, and recurring incidents
Provide actionable insights to Technology & Security leadership
Technology Continuity & Operational Readiness
Support Disaster Recovery planning and testing
Ensure continuity runbooks are documented, tested, and updated
Validate readiness for major changes and high-risk initiatives
Required Experience
10+ years IT Service Management experience
Direct experience governing Managed Service Providers (MSP oversight)
Robust ITIL v4 knowledge and hands-on process maturity leadership
Demonstrated P1/P2 incident command experience
Experience acting as a CAB approver
ServiceNow or equivalent ITSM platform expertise
Experience in hybrid cloud environments (M365, GCP, SaaS)
Experience supporting Disaster Recovery planning/testing

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📌 IT Service Management Manager – MSP Governance & Major Incident (Ontario)
🏢 National Consultants Professionals
📍 Ontario