IT Service Manager / ServiceNow Consultant

Addmore Group; Winnipeg; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking organization as an IT Service Manager, where your expertise in ServiceNow and ITIL will lead the way in managing complex service integrations. This role offers the opportunity to oversee vendor performance and ensure service excellence in a dynamic, remote environment. If you thrive in fast-paced settings and possess strong leadership skills, this is your chance to make a significant impact on service delivery. Embrace this exciting challenge and help shape the future of IT services in a collaborative atmosphere that values innovation and efficiency.

Qualifications

• 10+ years in IT with extensive Managed Service Provider experience.
• Strong knowledge of ITIL and Service Level compliance.

Responsibilities

• Oversee multiple vendors and ensure compliance with client requirements.
• Manage Service Providers' performance and handle escalations.

Skills

ITIL

ServiceNow

People Management

Financial Tracking

MS Office

Database Development

Web Development

Managed Service Providers

Tools

ServiceNow

Microsoft Access

SharePoint

Microsoft Teams

Job description

IT Service Manager / ServiceNow Consultant

Employment Type: Contract Job Number: 11998 Workplace Type: Remote

Job Description

Our Winnipeg-based client requires an IT Service Manager with ServiceNow experience for a 2-year mandate.

The Service Manager will be responsible for the efficient and seamless integration of interdependent services from various internal and external service providers into end-to-end services to meet business requirements. Additionally, the Service Manager will ensure Managed Service Providers' compliance with Service Levels in delivering end-to-end services.

Role: IT Service Manager with ServiceNow
Client: GOM
Start: May 2025 (flexible start)
End: Nov 30, 2025; initial 6-month contract with 18-month renewal.
Duration: 24 months
Location: Winnipeg/Remote

Skill Requirements/Qualifications

• A minimum of 10 years experience in the IT industry
• Extensive experience with Managed Service Providers for End User Services
• Experience with Service Level compliance
• Knowledge and deep understanding of ITIL
• Experience with financial tracking and reconciliation
• Familiarity with ITSM tools, with a strong preference for ServiceNow
• Experience in People Management / Team Leadership
• Ability to work in a dynamic, fast-paced environment

The following experience will be considered an asset:

• Proficiency with MS Office, including SharePoint and Teams
• Experience in database and web development, including Microsoft Access

Role Description

• Provide oversight over multiple vendors, ensuring they meet the client's requirements
• Understand the overall setup of IT Services and the roles played by various Service Providers
• Review Supplier SOWs to ensure delivery as agreed
• Manage Service Providers' performance against contracted service levels
• Analyze and manage interdependencies within Service Providers for smooth operations
• Handle Dispute and Escalation Management to ensure smooth operations
• Publish and analyze performance reports, identify root causes of shortfalls, and initiate improvements
• Provide subject matter expertise and leadership in service management
• Communicate effectively with diverse stakeholders and management
• Establish and maintain strong, collaborative relationships with Service Providers

Must have Work Authorization for Canada.

The Addmore Group has been a premier provider of SAP resources in Canada and the US since 1992.

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