IT Service Manager
Core
Leading the IT Service Desk and End-User Services functions to provide quality, timely IT support and tools to employees across Canada.
Role type
IT Service Manager
Builds
End-user IT services, support processes, and service delivery for employees in Calgary, Ottawa, Sherbrooke, and Halifax.
Domain
IT Service Management (ITSM) / Defense Sector
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL framework expertise, team leadership and development, project delivery management, stakeholder engagement, asset configuration management, process improvement, regulatory compliance knowledge
Preferred skills
ServiceNow implementation experience, large complex IT environment experience, business analyst experience, AI/ML model familiarity
Technologies
ServiceNow
Responsibilities
Leading the Service Desk and End User Services teams to ensure delivery of IT support; Maintaining and developing IT tools for service delivery; Developing roadmaps for apps and services; Managing team performance, career development, and learning; Liaising with client groups to identify needs; Aligning service delivery practices with UK and US counterparts; Ensuring compliance with regulatory and cyber security requirements; Developing support schedules for in-person, phone, and remote support
Seniority
Manager, hands-on leadership