IT Services Manager
About the position
We are currently seeking an IT Services Manager to join our Information Technology (IT) organization, based in Toronto/Sudbury ON, CA or possibility to work from Nova Lima, Brazil. This is a key role responsible for the operational management and continuous optimization of corporate IT services in a highly outsourced, multi-vendor environment. This position ensures reliable, efficient, and standardized IT delivery while driving continuous improvement across service management processes. You will report to the GM Brazil and Global Services and lead a team of IT service management professionals, working closely with multiple global vendors and internal stakeholders.
Responsibilities
- Lead and govern core ITSM processes including Incident, Request, Change, Problem, Knowledge, and Configuration Management
- Ensure adherence to defined workflows, policies, and governance standards
- Coordinate major incident and crisis management, ensuring structured communication and resolution
- Act as the primary operational interface with multiple IT service providers
- Monitor SLAs, deliverables, backlog, and service performance
- Lead operational governance routines (weekly/monthly reviews)
- Escalate risks and systemic issues to appropriate governance levels
- Apply Lean / Lean IT principles to improve ITSM processes
- Reduce waste, streamline workflows, and improve service lead times
- Conduct Value Stream Mapping and lead continuous improvement initiatives (Kaizen, PDCA cycles)
- Govern ITSM processes within ServiceNow, ensuring standardization and automation
- Leverage dashboards and metrics for operational visibility and decision-making
- Drive automation and simplification of workflows
- Monitor and analyze KPIs, SLAs, and operational metrics (lead time, aging, incident trends)
- Provide actionable insights and reporting to leadership
- Proactively identify and address service performance risks
- Promote a culture of operational discipline, accountability, and continuous improvement
- Serve as a key liaison between IT, business teams, and vendors
- Support adoption of ITIL, ITSM, and Lean IT best practices across the organization
Requirements
- 8–10 years of experience in IT service management or IT operations
- Proven experience working in multi-vendor, outsourced environments
- Strong understanding of ITSM frameworks and service delivery models
- College Diploma in Information Technology or a related field
- Equivalent experience will be considered
- Strong knowledge of IT service management and ITIL practices
- Experience with ServiceNow and ITSM tools
- Proven ability to manage vendors and service performance
- Strong analytical and problem-solving skills
- Ability to lead process optimization and automation initiatives
- Excellent communication and stakeholder management skills
- Structured, disciplined, and resilient under pressure
- Continuous improvement mindset with a focus on efficiency and service quality
Nice-to-haves
- ITIL® Foundation (preferred)
- Lean Six Sigma (Black Belt), COBIT, or ISO/IEC 20000 (desirable)
Benefits
- Competitive compensation including a variable annual incentive plan
- Participation in a competitive Defined Contribution Pension package
- Comprehensive benefits package (company paid core coverage, health and dental coverage, flex accounts, disability plans, and optional insurances)
- Leave for all of life’s reasons (vacation, personal, sick, parental)
- Work culture dedicated to safety, diversity & inclusion, and career growth
- Employee Family Assistance Program
- Virtual Healthcare online
- Online training and career development opportunities
