Manager Jobs in Toronto, ON

Akkodis is seeking a Manager, IT Service Manager for a full-time position with a client in Toronto, ON and ideally looking for experience with ITSM management, ITIL certifications, Management experience, ITSM processes, incidents Management

Position : Manager, IT Service Manager

Location : Toronto, On - Hybrid

Full Time

Key skills :

Extensive experience in introducing, managing, and improving ITSM processes, specifically in Incident, Major Incident, Problem, and Change Management (not looking for configuration management as that will be someone else’s responsibility). Hands-on incident management experience is needed, including at least some major incidents. Will be coaching their direct reports, including the major incident manager.

Have a roadmap in place and need help with tactical work like introducing CAB workbench, and introducing training to support the rollout but want someone who comes with their own experience and ideas and suggestions of how to do things better. They are working on maturing their ITSM processes.

Not looking for any particular industry experience but has to come from a sizeable organization as they are the only ones with formalized ITSM processes.

Needs to have excellent communication skills and will be presenting to the CTO and SVPs every week.

Description,

We are embarking on an important and exciting journey to transform our IT Service Management practices to support the growing services delivered by Moneris that benefit millions of Canadians each day!

As IT Service Management leader, you will oversee the execution of the IT Service Management roadmap and lead the daily operations and execution of all processes within the ITSM program.

Location : You will be based in our Toronto office and will work in a hybrid model.

Reporting Relationship : You will report to the Director, of Production Support and Service Management.

What you'll do

• Led IT service management teams responsible for the daily operations of Moneris’ IT Service Management processes including incident management, major incident management, problem management, change management, and configuration management.
• Manage the IT service management processes for Incident, Major Incident, Problem, Change, and Configuration management which includes tracking and enforcing any daily process compliance issues with stakeholders.
• Support all technology team members on ITSM process and procedural questions and lead training and communication activities.
• Take a lead role for the most critical of major incidents, in a 24x7 environment, where senior ITSM leadership is imperative for the successful resolution. Moreover, uses sound judgment and decision-making skills to lead senior technology practitioners and leaders towards the most effective recovery and resolution.
• Key contributor to the success of the service improvement process by identifying process deficiencies and recommendations for improvement.
• Review operational metrics with senior management to drive awareness, support, and compliance.
• Chairs regular operational meetings with stakeholders to review operational KPI’s, and trends and identify improvement opportunities to drive ITSM across the Technology Organization.
• Seen as the trusted ITSM expert and partner at Moneris and levers industry and ITSM framework knowledge to improve ITSM processes delivered at Moneris.
• Maintain a diverse peer group of other ITSM professionals to share ideas and challenges to the benefit of Moneris’ IT Service Management

What you bring

What you get