IT Service Manager

Ontario Power Generation Inc.; Oshawa; On-site; CAD 115,000 - 171,000; Full time

Job summary

Ontario Power Generation is seeking an IT Service Manager to provide management expertise and guidance in IT service management. The role involves negotiating contracts, managing IT solutions, and leading teams to ensure service excellence. Candidates should possess a relevant degree and significant experience in IT service management. Join a diverse power producer committed to sustainability and innovation.

Qualifications

• Minimum 8 years’ experience in IT Service Management.
• Experience leading teams that support applications/services.

Responsibilities

• Negotiate and manage contracts for IT services.
• Provide advice and guidance to outsourced service provider staff.
• Establish budgets and manage department performance.

Skills

Leadership

Collaboration

Process Optimization

Change Management

Education

Bachelor’s degree in management information systems

ITIL Practitioner or ITIL Intermediate Certifications

Project management certification

Tools

ServiceNow

Job description

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Status: Regular Full Time
Working Conditions: On-site
Education Level: A bachelor’s degree in management information systems, Computer Information Systems, Computer Science, or a related discipline – or a combination of education, training, and experience deemed equivalent
Base Location: Pickering, ON
Temporary Work Location: Oshawa, ON
Shifts(s): Days
Travel: 10%
Deadline to Apply: May 25, 2025
Salary Range: $115,000.00 - $171,000.00 Per Year

Electrify your career and help build a brighter tomorrow.

Every generation has a challenge that defines them. At OPG, we are calling on all innovators, disruptors, thought leaders, and change-makers. Join us as we work to electrify life in one generation and build a sustainable future powered by our electricity, our ideas, and our people. Join OPG and make history.

Whether you work in the skilled trades or are a business professional, a career at OPG is an opportunity to electrify your life on -- and off -- the job.

JOB OVERVIEW
Ontario Power Generation (OPG) is looking for a dynamic, strategic, and results-driven professional to join our team in the role of IT Service Manager.

Reporting to the Director IT Services, this position is responsible for providing management expertise, evaluation, guidance, and advice to solve unusual and complex problems. Provide Information Management consulting, advice, recommendations, and assistance to the Business/Operating Site(s) regarding all matters related to the strategic management of information via computerized systems. Negotiate and manage contracts for all IT Service and product agreements. Ensure line adherence to IT solutions, strategies, standards, and project management disciplines as established by the CIO organization. Recognize, assess, develop, and approve changes/enhancements to the overall IT solution.

KEY ACCOUNTABILITIES

• Negotiate and manage contracts for all IT Service and product agreements, as they relate to the Business or Operating Site(s). Scope includes all applications, services, software, hardware, maintenance, escrow agreements for renewals and upgrades, and contract services. Work with business clients and service providers to establish and manage Service Level Agreements (SLAs) for all services. Develop Requests For Proposal's (RFPs) to external vendors/consultants, review tenders, negotiate deliverables, terms, and conditions, and recommend approval to the Business Leaders. Prepare the appropriate process documentation.
• As the IT expert and advisor, recognize, assess, develop, and approve changes/enhancements to the overall IT solution.
• Provide advice, guidance, and directions to outsourced service provider staff on site. Be accountable for their actions while on site, and ensure that they comply with site regulatory, safety, and operating procedures. Set appropriate context for subordinates (tasks, strategies, accountabilities, budget, compliance, and performance targets, etc.). Manage and coordinate the work of IT project teams, often with conflicting schedules and demands on resources.
• Establish budgets for the department and manage the approved budgets using management dashboard performance methodologies.
• Act within the context of corporate strategies and policies, accountabilities, tasks, budgets, and programs, compliance, and performance targets. Contribute to and adhere to an effective framework of policies and procedures for the work unit.
• Identify and proactively institute programs for active and constant skills transfer from external resources and OPG personnel, and/or between OPG personnel as required. Mentor and counsel others for continuous skills transfer.
• Provide supervision to staff working in the department (including review and verification of time reports, work and vacation schedules, expenses, etc.)
• Maintain a focus on continuous improvement of the business, including a knowledge of trends in Information Technology & Services, systems management disciplines, and related industry best practices that could add value to the business.

QUALIFICATIONS

• Requires a bachelor’s degree in management information systems, Computer Information Systems, Computer Science, or a related discipline – or a combination of education, training, and experience deemed equivalent.
• Requires a minimum of 8 years’ experience in IT Service Management and IT Services supporting applications/services, leading teams that support applications/services or leading process governance.
• ITIL Practitioner or ITIL Intermediate Certifications or Operational Supports and Analysis (OSA) are a strong asset. Project management certification is a plus.
• Leadership & Team Development – Drive team success by mentoring ITSM professionals, fostering a culture of innovation, and inspiring excellence in service management.
• Process Optimization & ITIL Expertise – Leverage deep knowledge of ITIL and ITSM frameworks to streamline workflows, standardize operations, and drive continuous improvement.
• Major Incident & Change Management – Ensure swift resolution of major incidents while minimizing disruptions through strategic planning, implementation, and seamless change transitions.
• ServiceNow Platform Analytics & KPI Reporting – Utilize ServiceNow reporting tools to generate insightful data, enabling informed decision-making and service enhancements.
• Collaboration & Strategic Alignment – Align ITSM initiatives with business objectives, ensuring cross-functional coordination and delivering measurable value to stakeholders.

The successful candidate will exhibit integrity and commitment to upholding corporate values, and the OPG Code of Business Conduct.

OPG is committed to fostering an inclusive, equitable, and accessible environment. If you require accommodation during the application or interview process, please contact [e-mail].

This position is moving to OPG Corporate Headquarters: In Summer 2025, OPG will officially welcome employees to our new Corporate Headquarters located at 1908 Colonel Sam Drive, Oshawa, Ontario. This position will be temporarily based in Pickering, ON until the move to Headquarters in the Summer of 2025.

What makes a career at OPG different?
With operations across Ontario and the United States, OPG is one of the most diverse power producers in North America. As the largest generator in Ontario, we meet approximately 50% of the province’s electricity needs, largely from low-carbon sources like nuclear and hydro.

As we work to achieve our vision of Electrifying life in one generation, OPG and our family of companies are also helping advance the development of new low-carbon technologies such as Small Modular Reactors (SMRs), refurbishment projects, and electrification initiatives to help power the growing demands of a growing economy. Join OPG and make history.

Please submit your application online at jobs.opg.com. OPG thanks all those who apply; however, only candidates considered for an interview will be contacted.

#LI-Onsite

The base salary range considers many factors including, but not limited to experience, education, and training, including any collective agreement requirements for union-represented positions. It is not typical for the salary to be offered near the top of the range, and salary is dependent on numerous factors. For management roles, the base salary range does not represent the total compensation package. The total compensation package for regular full-time management roles includes pay-for-performance programs for annual and medium time periods. Maintaining a high-performance culture and excellence is a core expectation of every member of our leadership team and is rewarded through the established compensation framework.

OPG is committed to employment equity. As such, we encourage applicants from equity-seeking communities (Indigenous Peoples, racialized persons, persons with disabilities, and women). We strongly believe that alleviating the under-representation of equity-seeking individuals will create a stronger OPG team and allow us to better serve the needs of our diverse communities.

In order to fulfill the above-mentioned purpose, priority in hiring may be given to qualified persons who self-identify as a member of equity-seeking groups as identified in the application process. This initiative constitutes a special program under the Human Rights Code/Canadian Human Rights Act.