Senior Manager, ServiceNow and Service Asset and Configuration Management

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

I&IT ONLY: Metrolinx's Innovation and Information Technology group supports female team members via "Go Tech Women" an affinity group for women in Information Technology, led by our Chief Information Officer.

If you enjoy technology and innovation, value diversity, appreciate work/balance and are looking for an opportunity to make a better world via public service, Metrolinx would like to hear from you!

The Senior Manager, ServiceNow & Service Asset and Configuration Management (SACM) is accountable for the strategic direction, operational excellence, and continuous improvement of both the SACM practice and the ServiceNow platform. This role ensures the organization maintains accurate, trusted IT assets and configuration data while also stewarding a secure, scalable, and high‑performing ServiceNow ecosystem that supports enterprise-wide service delivery.

This role provides leadership and governance across all SACM functions, including lifecycle management of IT assets, maintenance of a healthy Configuration Management Database (CMDB), adherence to ITIL‑aligned processes, and integration with core ITSM practices such as Incident, Change, and Problem Management. The Senior Manager ensures SACM policies, standards, and procedures are clearly defined, communicated, and enforced to reduce risk, support audit and compliance needs, and enable reliable automation across IT services.

Simultaneously, the Senior Manager oversees the strategic evolution of the ServiceNow platform, defining the technical roadmap, promoting automation and workflow optimization, and enabling high‑quality delivery across ITSM, ITOM, CSM, SPM, and related modules. The role ensures platform governance, security, access controls, integrations, and architectural foundations are aligned with organizational goals and industry best practices.

The Senior Manager partners with cross-functional technology teams, business stakeholders, and vendor partners to drive operational efficiencies, cost optimization, and continuous service improvement. The role ensures appropriate resourcing—people, tooling, processes, and services—are in place to deliver scalable, reliable SACM and ServiceNow capabilities, while fostering a culture of accountability, innovation, and data‑driven decision‑making.

What will I be doing?

• Lead the management and optimization of the CMDB, IT assets, and configuration items throughout their lifecycle to ensure data integrity, compliance, and risk mitigation.

• Own the ServiceNow platform strategy, architecture, roadmap, and delivery of services across ITSM, ITOM, CSM, SPM, and related capabilities.

• Drive automation, workflow optimization, and continuous improvement initiatives to enhance service delivery, reduce operational costs, and improve user experience.

• Establish and monitor policies, standards, KPIs, dashboards, and service levels to ensure operational excellence and business value realization.

• Oversee platform governance, security, access controls, compliance, upgrades, integrations, and overall platform health.

• Manage vendor and third-party service provider performance, ensuring contractual obligations, service levels, and benefits realization are achieved.

• Own the technical strategy and architecture of the ServiceNow platform, defining long-term roadmaps that reduce operational costs through automated workflows, standardized integrations, and optimized module usage.
• Lead development, support, and administrative teams, ensuring high-quality delivery across ITSM, ITOM, CSM, SPM, and custom applications. Promote reusability and automation to reduce manual workload and support costs.

• Partner with IT and business stakeholders to align SACM and ServiceNow capabilities with enterprise objectives and transformation initiatives.

• Lead software license compliance, asset lifecycle management, contract renewals, and technology cost optimization activities.

• Manage departmental budgets, resources, and financial plans while ensuring effective stewardship of technology investments.

• Provide guidance and support to the SACM & ServiceNow transformation commitments to ensure timely achievement of capability objectives. Guidance for the development and implementation action plans to address gaps.

What Skills and Qualifications Do I Need?

Education: Completion of a degree in bachelor’s degree in management information systems, Computer Information Systems, Computer Science, or a related discipline – or a combination of education, training and experience deemed equivalent.

Experience:

• Demonstrated experience in IT Asset Management supporting applications/services and demonstrated years of experience with configuration management (CMDB management).

• Demonstrated years of experience with ServiceNow basic ITAM functions in conjunction with CMDB management. SAM Pro and HAM Pro experience is highly desirable.

• Experience leading IT Asset Management or SACM transformative initiatives is also highly desirable.

Certifications & Designations:

• ITIL Practitioner or ITIL Intermediate Certifications or Operational Supports and Analysis (OSA), plus IT Asset Management certifications are a strong asset. A Project management certification is a plus.IT business continuity, cybersecurity, integrated risk management and optimization methodologies is highly desirable.

Don’t Meet Every Requirement? If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation:
Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email Process:All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the before submitting your application.
Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.#LI-MM3