Manager, Global IT Service Management and Governance

IKO North America; Mississauga; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading company in roofing and building materials is seeking a Manager for Global IT Service Management and Governance. This role involves overseeing ITSM processes, enhancing service delivery, and managing a team. The ideal candidate will have a Bachelor's degree, extensive experience in IT service management, and strong leadership skills.

Benefits

Dental, Vision, Medical benefits

Life Insurance

Health Spending Account

Employee Support & Mental Wellness

Retirement Savings: RRSP

Qualifications

• 7-10 years of related experience; 3-5 years with ServiceNow.
• ServiceNow Certified System Administrator (asset).
• ITIL certification and experience.

Responsibilities

• Develop and maintain a global ITSM strategy aligned with organizational goals.
• Design, document, and standardize ITSM processes.
• Establish governance models ensuring compliance with ITSM best practices.

Skills

Leadership

Analytical thinking

Problem-solving

Effective communication

Project management

Education

Bachelor's degree in IT, Computer Science, Engineering, or related

Tools

ServiceNow

Job description

Manager, Global IT Service Management and Governance

Join to apply for the Manager, Global IT Service Management and Governance role at IKO North America.

IKO Industries Ltd. is a market leader in manufacturing roofing and building materials. A Canadian-owned company with global facilities, known for quality, integrity, and trustworthiness—values that underpin our success and our team members, like you.

Job Description

Reporting to the Global Leader, Planning and Project Services, the Global IT Service (ITSM) and Governance Manager oversees and improves IT Service Management processes globally. Responsibilities include developing, implementing, and optimizing ITSM frameworks to enhance service delivery and operational efficiency. This role is based fully onsite at our Mississauga, ON office.

What’s in It for You?

• Competitive compensation (Range – 90-130k)
• Benefits: Dental, Vision, Medical
• Life Insurance
• Health Spending Account
• Employee Support & Mental Wellness
• Retirement Savings: RRSP
• Join a long-standing, stable industry leader

Your Responsibilities

• Develop and maintain a global ITSM strategy aligned with organizational goals
• Design, document, and standardize ITSM processes, including Incident, Business Relationship, Change, Major Incident, Problem, Release, Request, and Service Level Management
• Establish governance models and standards ensuring compliance with ITSM best practices and regulations
• Define, document, and continuously improve ITSM processes
• Develop and deliver training programs to promote ITSM best practices
• Lead a team of analysts supporting operational processes

Ideal Candidate Profile

• Bachelor's degree in IT, Computer Science, Engineering, or related
• 7-10 years of related experience; 3-5 years with ServiceNow
• ServiceNow Certified System Administrator (asset)
• ITIL certification and experience
• Experience with SLAs, SLOs, and mapping Service Management processes
• Ability to collaborate across multicultural teams and work independently

Key Competencies

• Leadership and team management
• Analytical thinking and data-driven decision-making
• Problem-solving and conflict resolution
• Effective communication and stakeholder engagement
• Project management and adaptability

Additional Details

• 20% travel within North America and Europe

Benefits & Diversity

We promote individual achievement, invest in our employees, and uphold diversity and inclusion. Accommodations are available for candidates with disabilities.