Job DescriptionManager, IT Service Management (ITSM)Salary N09 | $116,000.00 - $145,000.00 Permanent Full Time. This role is on-site and requires the successful applicant to commit to an in-office work arrangement up to 5 days a week.At WSIB, technology helps support our purpose of serving people and businesses across Ontario. As we continue to modernize our IT environment, we're looking for a
Manager, IT Service Management (ITSM) to help strengthen how reliable, effective and customer-focused technology services are delivered across the organization. You'll have the opportunity to lead an experienced team, advance our ITSM maturity and help shape service management practices in a large, complex environment.
In this role, you will lead a team responsible for key ITSM practices, including
Service Desk, Major/Incident Management, Service Request Fulfilment, Service Catalogue, Problem Management, Knowledge Management, Service Level Management, Change Management, and Service Asset and Configuration Management.
You'll combine
people and supplier leadership, ITSM expertise, ServiceNow knowledge, governance and continuous improvement to strengthen service delivery and help evolve ITSM capabilities across WSIB.
What you'll doLead IT Service Management- Lead the delivery and continuous improvement of ITSM practices across the organization.
- Develop and evolve the ITSM strategy, roadmap, processes and governance framework.
- Ensure ITSM practices work together effectively to support seamless, end-to-end technology service delivery.
- Identify service delivery challenges, process gaps and opportunities for improvement.
- Stay current on evolving ITSM practices and identify opportunities to strengthen service management at WSIB.
Lead and develop your team- Lead, coach and develop a team of ITSM professionals with a strong focus on customer service and operational excellence.
- Establish priorities, allocate work, support resource planning and provide technical guidance and direction.
- Set performance objectives, provide ongoing coaching and build team capability.
- Help remove barriers and inefficiencies impacting effective service delivery.
- Contribute to broader IT priorities and organizational objectives as a member of the management team.
Strengthen ITSM processes and governance- Establish and maintain ITSM processes, controls and documentation across Incident, Problem, Change, Knowledge, Service Level, Service Request, Service Catalogue, Service Desk, and Service Asset and Configuration Management.
- Establish meaningful KPIs, service metrics and reporting that provide leaders and process owners with actionable insights.
- Use performance, quality and compliance information to identify trends and recommend improvements.
- Promote ITSM process awareness through stakeholder communications, training, coaching and mentoring.
- Help ensure ITSM information and reporting are timely, accurate and auditable.
Advance ServiceNow and service management maturity- Define process and data requirements for ServiceNow and identify opportunities for the platform to better support ITSM practices.
- Lead analysis and improvement of critical service management processes.
- Support the effective management and ongoing evolution of the Configuration Management Database (CMDB).
- Strengthen CMDB data quality, asset and configuration visibility, and associated audit processes.
- Support appropriate security and access controls for configuration management information.
Lead Change and Configuration Management- Help maximize successful technology changes through effective risk assessment, authorization and scheduling.
- Support standardized Change Management processes across strategic, tactical and operational technology changes.
- Participate in the Change Advisory Board (CAB) to review and approve changes.
- Strengthen visibility into critical assets and Configuration Items to support impact and risk assessment.
- Support automation and other approaches for maintaining accurate CMDB information.
Build strong partnerships- Work across technology teams, business partners and management to solve service delivery challenges and continuously improve the customer experience.
- Lead through influence in a matrix environment involving internal teams, external providers and multiple technology disciplines.
- Build effective relationships with technology suppliers and technical support partners.
- Support RFx, vendor selection and supplier performance management activities related to IT Service Management.
- Translate complex operational and performance data into clear insights and recommendations for process owners and senior management.
Manage operational responsibilities- Support ITSM disaster recovery and business continuity planning.
- Develop and manage the section's operating budget, monitor expenditures and report on variances.
- Lead regular operational reviews to monitor performance, priorities and ITSM maturity.
What you'll bring- Post-secondary education combined with relevant professional experience. An undergraduate degree in a Business or STEM-related discipline is an asset.
- 8+ years of experience in information technology and IT Service Management within a complex, integrated technology environment.
- Broad experience across ITSM practices such as Service Desk, Incident, Request, Catalogue, Problem, Knowledge, Service Level, Change, and Service Asset and Configuration Management.
- 3+ years of people management experience, including exposure to functions such as financial management, HR, procurement or operations.
- 3+ years of experience with ServiceNow ITSM or a comparable ITSM platform.
- Experience using data, KPIs and analytics to evaluate service performance, identify opportunities and support decision-making.
- Strong experience working across technology teams, business partners, vendors and other stakeholders in a matrix environment.
- ITIL Foundation and COBIT Foundation certifications, along with foundational project management training.
- Experience with AI, analytics, customer engagement, Business Relationship Management, or Knowledge Management is considered an asset.
- Additional certifications such as PMP, advanced ITIL, BRMP®, CBRM®, ServiceNow Administration, Configuration Management, Change Management, or IT Asset Management are considered assets.
To apply for this position, please submit your application by the closing date. 
