Advance ServiceNow ITSM operations at WSIB, working in office full time in London, Hamilton, Mississauga, North York, or Scarborough.

This Manager, IT Service Management position leads practices supporting end-to-end technology service delivery. You will define ServiceNow process and data requirements, evolve the CMDB, and strengthen Change and Configuration Management. The role also connects operational metrics, governance, suppliers, and customer-focused improvement across WSIB.

Key Responsibilities:

- Define ServiceNow process and data requirements
- Improve CMDB data quality, controls, and audit processes
- Support standardized change assessment, authorization, and scheduling
- Participate in the Change Advisory Board
- Translate performance data into recommendations for leaders

Requirements:

- Eight or more years in complex ITSM environments
- Broad experience across core ITSM practices
- ServiceNow ITSM or comparable platform experience
- Experience using KPIs, analytics, and service performance data
- Robust matrix collaboration with vendors and technology stakeholders

Use ServiceNow, CMDB, change management, and analytics experience to improve ITSM maturity and service delivery at WSIB.

📌 ServiceNow ITSM Operations Manager (Toronto)
🏢 Workplace Safety and Insurance Board
📍 Toronto