Engagement Manager

Fxinnovation; Canada; Remote; CAD 80,000 - 120,000; Full time

Benefits offered by this job

Remote work

Vacation 4 weeks + 5 days

Insurance options

Telemedicine access

RRSP matching

Professional development

Job summary

Ateko is hiring for an IT operations manager to drive ServiceNow platforms (ITSM/CSM) and cloud environments (Azure, AWS, GCP) in a remote-friendly Canada role. You will lead incident resolution, change and problem management, and ensure service performance against SLAs.

We seek 2–4 years in IT operations or managed services, bilingual in French and English, and strong ITIL knowledge. Competitive benefits and professional development await.

Qualifications

• 2–4 years experience in IT operations management or managed services delivery.
• Bilingual French and English with strong interpersonal and communication skills.
• Strong knowledge of ServiceNow ITSM/CSM and cloud environments (Azure, AWS, GCP).
• Familiarity with ITIL processes and a drive for automation and continuous improvement.
• Experience with monitoring, dashboards, and incident management.

Responsibilities

• Drive daily operations of ServiceNow platforms and cloud environments, ensuring rapid incident resolution and efficient request handling.
• Monitor service performance against SLAs and OLAs; produce client reports and dashboards.
• Coordinate technical teams to ensure consistent service delivery aligned with ITIL practices.
• Lead incident escalations and perform root cause analyses for continuous improvement.
• Participate in service governance with operational reviews and client committees.
• Contribute to process documentation and standardization improvements.

Skills

ServiceNow ITSM

Cloud platforms

ITIL processes

Bilingual FR/EN

Education

Bachelor's in CS/IS or related

Tools

ServiceNow

Azure

AWS

GCP

ITIL

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 service levels, customer satisfaction, reduction of recurring incidents, and continuous improvement of operations through automation and standardization of processes.

YOUR TEAM

We hire top-tier talent and give them the space to shine. You'll collaborate with the managed services team, RUN teams and technical leads under the leadership of of the Senior Director, Managed Services. No egos, just smart people solving complex problems together with the mission of to ensure operational excellence of ServiceNow and cloud environments by guaranteeing service quality, compliance with contractual commitments, risk management and customer satisfaction.

WHAT TO EXPECT

Your day to day will look like this:

• Drive the daily operations of ServiceNow platforms and cloud environments (Azure, AWS, GCP), ensuring rapid incident resolution, efficient request handling, as well as change and problem management.
• Monitor service performance by tracking SLAs, OLAs, and key indicators, and producing reports and dashboards for clients.
• Coordinate technical teams and operational processes to ensure effective, consistent service delivery aligned with ITIL best practices.
• Handle operational escalations and act as a point of contact during critical incidents, while conducting root cause analyses and continuous improvement initiatives.
• Participate in service governance by preparing and leading operational reviews and follow-up committees with clients.
• Contribute to the improvement and standardization of operations through documentation, optimization, and industrialization of 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, we will be happy to consider your application, because we're looking for potential first.

• 2 to 4 years of experience in IT operations management, technical coordination, or managed services delivery, combined with training in computer science, information systems, or a related field.
• Bilingual (French and English) with excellent interpersonal and communication skills, a customer-centric approach, good sense of priorities, and ability to effectively manage urgent situations.
• Strong knowledge of ServiceNow (ITSM, CSM, and platform workflows) as well as an understanding of cloud environments Azure, AWS, and GCP.
• Practical knowledge of ITIL processes (incidents, problems, changes, requests) and interest in automation, DevOps practices, and continuous improvement.
• Proficiency with IT operations, monitoring, performance tracking tools, and dashboard production.
• Collaborative mindset, ability to work with multidisciplinary and distributed teams, and ITIL, ServiceNow, or cloud certifications considered an asset.
• If English required: "English is required to communicate with clients and partners located outside of Quebec."

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, and we support your development through recognized certification pathways.

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].