Sr Manager, IT Service Management

Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We’re guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We’re creating an inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.

Through the collective expertise of our nearly 26,000 employees, we operate a world-class network of production, distribution, and ag retail facilities. We efficiently serve growers' needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders. Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien.

The Senior Manager, IT Service Management, will be responsible for bringing together key stakeholders and practice leaders to strengthen alignment across our service management ecosystem. This role will guide the future direction and maturity of our existing practices while developing new capabilities from the ground up and establishing clear, forward‑looking roadmaps. Your focus will include integrating AI into our operating model to enhance consistency, efficiency, and service quality. Your leadership will be instrumental in shaping a modern, scalable ITSM framework that supports our strategic vision and enables reliable, high‑performing services.

What You'll Do:

• Provide strategic direction and governance across all ITSM practices, ensuring alignment with business goals and expected outcomes.
• Shape the long‑term roadmap for core practices including CMDB/Service Configuration, IT Asset Management, Event, Request, and Release Management.
• Integrate automation and AI into practice workflows to improve efficiency, consistency, and service quality.
• Stay current with emerging technologies, ITSM trends, and industry practices to guide innovation and inform future operating models.
• Oversee Major Incident, SWAT, and Root Cause Analysis practices to reduce the frequency and business impact of service‑disrupting incidents.
• Lead the evolution of Change and Release Management to minimize operational and business risk from changes.
• Partner with the IT Operations Center to ensure key ITSM practices are embedded in daily operations and future operating models.
• Own and maintain the standards, policies, and operating frameworks used by Practice Managers.
• Serve as the primary stakeholder connection point, ensuring expectations are aligned and practices support business needs.
• Own service performance metrics and reporting, ensuring SLAs, KPIs, and commitments are consistently met and continuously improved.
• Provide leadership, guidance, and support to Practice Managers, ensuring practices operate cohesively across the organization.
• Conduct performance reviews, provide coaching and feedback, and support career development for team members.
• Manage day‑to‑day people leadership responsibilities, including workload balancing, goal setting, and fostering a healthy, accountable culture.
• Manage relationships with third‑party vendors and contracted service providers to ensure quality and performance.
• Work closely with business leaders across functions to ensure ITSM practices support organizational priorities and evolving enterprise needs.
• Build, mentor, and lead high‑performing, diverse teams while working transparently and collaboratively with peers.
• Engage appropriately with audit, regulatory, risk, and compliance functions to ensure adherence to required controls.
• Support governance of disaster recovery, business continuity, and resilience processes.
• Oversee budgeting and resource planning for ITSM functions to ensure services are delivered efficiently and cost‑effectively.

What You'll Bring:

• Post‑secondary education in a relevant field such as Computer Science, Information Management, or MIS, or an equivalent combination of training and experience.
• A minimum of five years of experience in IT service management or a closely related leadership role.
• Strong proficiency with Microsoft Office tools including Word, Excel, PowerPoint, Teams, Project, Visio, and Outlook.
• Proven experience leading IT service management functions in a large‑scale enterprise environment.
• Demonstrated ability to design, implement, and mature IT service management processes and procedures.
• Excellent communication, collaboration, and stakeholder engagement skills.
• Strong analytical and problem‑solving abilities with attention to detail.
• Solid understanding of IT infrastructure concepts and industry trends.
• Experience working in a large enterprise production environment supporting critical, real‑time services.
• Experience with Power BI development is an asset.
• Deep knowledge of IT service management frameworks and best practices, particularly ITIL.
• ITIL certification at the Foundation level or higher is required; additional relevant certifications are considered an asset.
• Hands‑on experience with ITSM and operational tooling such as ServiceNow, Azure DevOps, or PagerDuty.
• Familiarity with monitoring and observability tools such as Splunk, AppDynamics, or similar platforms.
• Working knowledge of servers, networks, cloud platforms, and enterprise technologies is an asset.

Ready to make an impact with us?