Lead MSP governance in Toronto’s hybrid model, 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

Solid 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 (Winnipeg)
🏢 National Consultants Professionals
📍 Winnipeg