Manager, Service Management (MSP Governance & ITIL Operations Lead)
Reports to: Director, Technology & Security Operations
Location: Toronto (Hybrid – 2 days in-office)
Role Summary
We are seeking a hands-on Service Governance Leader to own the performance, governance, and continuous improvement of our Managed Service Provider (MSP) and IT service management practice.
This role is accountable for ensuring resilient, high-quality IT services across Microsoft 365, Google Cloud Platform workloads, third-party SaaS platforms, and core infrastructure. The successful candidate will act as the operational authority for ITIL process execution, major incident command, change governance, service performance reporting, and technology continuity readiness.
This is not a service desk management role - it is a service governance and MSP oversight role requiring strong vendor accountability, structured reporting, and executive-level communication.
Core Accountabilities
MSP Performance & Governance
- Own MSP performance management across SLAs, KPIs, availability, response/resolution targets, financial measures, and contractual service levels
- Lead monthly/quarterly service reviews and drive corrective action plans for SLA deviations
- Monitor ticket hygiene (backlog aging, reassignment %, reopens, data quality)
- Maintain and evolve vendor governance framework, escalation matrix, and RACI
Major Incident & Escalation Leadership
- Act as Incident Manager for all P1/P2 incidents
- Lead war rooms, coordinate cross-functional response teams, and ensure timely stakeholder communication
- Facilitate Post-Incident Reviews (PIR) and validate Root Cause Analyses (RCA)
- Track corrective actions to closure and prevent recurrence
ITIL Process Ownership & Maturity
- Govern execution and continuous improvement of:
- Incident
- Problem
- Change (including CAB approval authority)
- Request
- Asset
- Technology Continuity Management
- Maintain SOPs and operational documentation
- Drive process adoption and maturity improvements
Service Performance & Reporting
- Deliver executive-ready service performance dashboards
- Analyze trends across availability, MTTR, change success rate, backlog health, and recurring incidents
- Provide actionable insights to Technology & Security leadership
Technology Continuity & Operational Readiness
- Support Disaster Recovery planning and testing
- Ensure continuity runbooks are documented, tested, and updated
- Validate readiness for major changes and high-risk initiatives
Required Experience
- 10+ years IT Service Management experience
- Direct experience governing Managed Service Providers (MSP oversight)
- Strong ITIL v4 knowledge and hands-on process maturity leadership
- Demonstrated P1/P2 incident command experience
- Experience acting as a CAB approver
- ServiceNow or equivalent ITSM platform expertise
- Experience in hybrid cloud environments (M365, GCP, SaaS)
- Experience supporting Disaster Recovery planning/testing
