Engagement Manager

Fxinnovation; Canada; Remote; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work

Vacation: 4 weeks + 5 personal days

Insurance options

Telemedicine

Group RRSP matching

Professional development

Job summary

Ateko is hiring for a remote IT Operations role focusing on ServiceNow and cloud environments. You'll manage daily operations, incident resolution, and service delivery for clients across Canada, with a focus on ITIL-aligned processes and continuous improvement.

The role emphasizes collaboration with Managed Services teams and requires strong English/French communication, plus experience in cloud platforms and ServiceNow.

Qualifications

• 2–4 years in IT operations management, technical coordination, or managed services with related field training.
• Bilingual French and English with strong interpersonal & communication skills.
• Strong knowledge of ServiceNow (ITSM, CSM, workflows) and cloud environments Azure/AWS/GCP.
• Familiarity with ITIL processes and automation/DevOps interest.
• Proficiency with monitoring tools and dashboard production.
• Certifications in ITIL, ServiceNow or cloud are a plus.

Responsibilities

• Drive daily operations of ServiceNow platforms and cloud environments (Azure, AWS, GCP) with rapid incident resolution and change management.
• Monitor SLAs/OLAs and produce client reports and dashboards.
• Coordinate technical teams and processes to ensure ITIL-aligned service delivery.
• Handle escalations and perform root cause analyses for continuous improvement.
• Lead operational reviews and governance with clients.
• Document and standardize processes for operational excellence.

Skills

IT operations

ServiceNow

Bilingual (FR/EN)

Customer-centric

Communication

Education

CS/Information Systems background

Tools

ServiceNow

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].

We’ve reached the offer stage! All employment offers are conditional on the successful completion of a background and credit check, and some roles require professional reference checks.