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) Solid 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 (Winnipeg)
🏢 National Consultants Professionals
📍 Winnipeg