Engagement Manager

FX Innovation; Canada; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work

Vacation: 4 weeks + 5 personal days

Insurance: 3 policies with shared cost

Telemedicine: Dialogue app access

Group RRSP: 2% employer match

Professional development: certificates

Job summary

Ateko is seeking a skilled professional to lead ServiceNow and cloud operations across Azure, AWS, and GCP from a remote Canada-based position. You will ensure incident response, change management, and problem resolution while maintaining strong SLA discipline.

The role emphasizes ITIL practices, collaboration with RUN teams and sales/project governance, and a focus on continuous improvement and automation. A strong customer-service mindset and bilingual English/French communication are valued.

Qualifications

• Master’s degree in computer science or equivalent.
• 5+ years in managed services / IT operations.
• ITIL, ServiceNow or Cloud certifications appreciated.

Responsibilities

• Manage ServiceNow and Cloud (Azure, AWS, GCP) operations including incidents, requests, changes, and problems.
• Monitor SLAs and KPIs, and produce performance reports for clients.
• Coordinate technical teams (internal and partners), ITIL processes, and management tools.
• Handle operational escalations and implement continuous improvement plans.
• Contribute to client governance, service optimization, and standardization of RUN processes.

Skills

ServiceNow expertise

Cloud environments

ITIL practices

Customer service orientation

Bilingual communication (FR/EN)

CI/CD practices

Education

Master's degree in Computer Science

Tools

ServiceNow

Azure

AWS

GCP

Job description

Location: Remote | Canada

Type: Full time | permanent

Team: Managed Services

Ateko, backed by Bell Canada, delivers IT solutions across five platforms: ServiceNow, Salesforce, AWS, Microsoft Azure and Google. Beyond implementation, our personalized services and continued support helps connect teams, streamline processes, and remove barriers.

The result: our services are in demand and our teams are growing. If you're motivated by this momentum, we are hiring!

YOUR IMPACT

You won't be stuck in maintenance mode. At Ateko, you'll work on strategic, high-impact projects to maximize value for our clients in the Technology industry. You will work on implementing ServiceNow with some of the world's biggest brands and your success will be measured by compliance with SLA/OLA/XLA, customer satisfaction rate (CSAT), and continuous improvement of processes and automation (OKR).

YOUR TEAM

We hire top-tier talent and give them the space to shine. You'll collaborate with managed services, RUN teams, and technical leads under the leadership of senior director, managed services. No egos. Just smart people solving complex problems together in collaboration with sales teams, project management, and governance, with the mission of to ensure the operational management of IT services in ServiceNow and Cloud environments, guaranteeing service quality, operational performance, compliance with contractual commitments, and customer satisfaction.

WHAT TO EXPECT

Your day to day will look like this:

• Manage ServiceNow and Cloud (Azure, AWS, GCP) operations including incidents, requests, changes, and problems.
• Monitor SLAs and KPIs, and produce performance reports for clients.
• Coordinate technical teams (internal and partners), ITIL processes, and management tools.
• Handle operational escalations and implement continuous improvement plans.
• Contribute to client governance, service optimization, and standardization of RUN processes.

THE EXPERIENCE WE ARE LOOKING FOR

The following experience will help you succeed in this role. However, if you don't meet all these criteria, but have experience in ServiceNow implementation, we will be happy to consider your application, because we're looking for potential first.

• Excellent mastery of ServiceNow and Cloud environments (Azure, AWS, GCP) in an operational context.
• Strong knowledge of ITIL practices, CI/CD, as well as monitoring and automation tools.
• Strong customer service orientation, effective management of priorities and operational challenges.
• Strong bilingual communication skills (French/English) and a collaborative leadership approach in multi-site environments.
• Master's degree in computer science or equivalent, 5+ years of experience in managed services / IT operations; ITIL, ServiceNow or Cloud certifications appreciated.

OUR OFFER

• Remote work: The choice is yours, work from home or from one of our offices.
• Vacation: Everyone at Ateko has at least 4 weeks of vacation and 5 personal days.
• Insurance: You're covered as of your first day of work and have 3 policies to choose from (Ateko pays half of the coverage fee).
• Telemedicine: Ateko covers your access to the Dialogue app, which offers virtual healthcare and mental health support.
• Group RRSP: If you contribute, Ateko will match up to 2% of your annual salary.
• Professional development: Your goals are part of our journey. From certification pathways to cutting-edge learning programs, we help you make sure you're always leveling up.

We're building a culture where diverse perspectives fuel creativity, and collaboration drives breakthroughs. Visit our LinkedIn page to learn more.

ACCESSIBILITY

We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [e-mail] to make arrangements.

If you have questions regarding accessible employment at Ateko please email our Human Resources team at [e-mail].

Let's innovate together for a better future