Manager, Global IT Service Management and Governance

The Global IT Service (ITSM) and Governance Manager will oversee and improve IT Service Management processes on a global level, developing and implementing frameworks to enhance service delivery and operational efficiency. This role involves designing, documenting, and standardizing ITSM processes, collaborating with IT teams and stakeholders, and leading a team of analysts. The ideal candidate will have a degree in Information Technology, Computer Science, or related field, and 7-10 years of related experience, including 3-5 years on ServiceNow.

Requirements

• Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, or related field
• Minimum 7 – 10 years related experience
• 3-5 years related experience on ServiceNow
• ServiceNow Certified System Administrator is an asset
• ITIL certification and experience utilizing the framework
• Experience providing services to agreed Services Level Agreements (SLAs) and Service Level Objectives (SLOs)
• Experience in mapping as-is and to-be Service Management processes
• Experience utilizing and optimizing ITSM tools across a global multi-site organization
• Ability to interface with staff at all levels in a multi-cultural organization
• Must be able to work independently with minimal direction
• Excellent facilitation and organization skills
• Must be strictly punctual with circulation and receipt of documents
• Strong collaboration skills and ability to influence others
• Continuous improvement mindset

Benefits

• Competitive compensation/pay package (Range – 90-130k)
• Dental/Vision/Medical benefits
• Life Insurance
• Health Spending Account
• Employee Support and Mental Wellness
• Competitive matched retirement savings program – RRSP