Service Management Specialist (Major Incident Coordinator)

Geotab; Oakville; On-site; CAD 80,000 - 110,000; Full time

Job summary

Join a leading company in IoT and connected transportation as a Service Management Specialist, where you'll enhance IT service delivery by managing Major Incidents and improving processes. With a focus on ITIL best practices, you will thrive in a dynamic environment, ensuring operational excellence and driving innovation.

Benefits

Flex working arrangements

Home office reimbursement program

Competitive medical and dental benefits

Retirement savings program

Qualifications

• 10-12 years of experience in IT management or process-oriented roles.
• Experience in managing Major Incidents, Problems, and Changes.
• Strong data and analytics skills for creating metrics and dashboards.

Responsibilities

• Ensure smooth execution and improvement of IT services.
• Manage Major Incidents, Problems, Changes, and deliver Service Reporting.
• Collaborate with IT teams and uphold Service Level Objectives.

Skills

Problem Solving

Communication

Collaboration

ITIL Knowledge

Tools

ServiceNow

Jira

Job description

Service Management Specialist (Change Managemet)

Who we are:

Geotab is a global leader in IoT and connected transportation and certified “Great Place to Work.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.

Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace , offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.

Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out ourblog and follow us @InsideGeotab onInstagram . Join ourtalent network to learn more about job opportunities and company news.

Who you are:

At Geotab, we are always looking for amazing talent who can contribute to our growth and deliver results. We are seeking a calm, confident, and detail-oriented Service Management professional who thrives in high-pressure environments and excels at coordinating complex technical incidents with a structured, process-driven mindset.You bring a strong understanding of ITIL practices and a passion for restoring critical services with speed and precision. Your communication skills are second to none—you know how to deliver clear, consistent updates to both technical teams and business stakeholders during major incidents.You are a natural problem-solver who thinks critically, acts decisively, and remains composed when the stakes are high. You can swiftly align cross-functional teams, escalate effectively, and take ownership of the end-to-end incident lifecycle. Collaborative by nature but assertive when needed, you lead with empathy and clarity to drive resolution and continuous improvement.You are always looking ahead—identifying opportunities to enhance incident response, strengthen operational resilience, and contribute to a reliable IT environment that supports business continuity and customer trust.

What you'll do:

The Service Management Specialist is responsible for ensuring the smooth execution and continuous improvement of IT services within the organization. This involves managing Major Incidents, Problems, Changes, and Transitions, as well as delivering comprehensive Service Reporting. The role requires close collaboration with IT Delivery Teams, PMO, and DevOps to ensure "Run" services consistently meet their Service Level Objectives (SLOs) and business needs. Strong communication, teamwork, and coordination skills are essential for success in this role.

How you'll make an impact:

Execute, develop, implement, and maintain Service Management processes, including Major Incident, Problem, Change, and Transition Management, as well as Service Reporting.

Build and implement Service Management processes that support both agile and waterfall methodologies.

Act as a change agent, leading and supporting teams in adopting and refining Agile Frameworks.

Ensure cross-functional coordination and collaboration among IT Delivery Teams, PMO, and DevOps to enhance service delivery and achieve high productivity and service management quality.

Proactively monitor service level performance, promptly address deviations, and conduct post-implementation reviews (PIRs) to ensure continuous improvement.

Provide leadership and a quality focus to improve service availability and reliability.

Ensure compliance with Geotab's processes and alignment with IT Service Management industry best practices and methodologies, including ITIL.

Provide guidance, training, and knowledge development to support staff.

Establish and maintain management reporting on key IT Service Management processes, including Major Incident, Problem, Change Management, and escalations.

Ensure Delivery teams meet requirements for metrics and operational results.

Support Geotab's global strategic initiatives, mission, values, and other assigned duties.

Participate in on-call rotation and maintain flexible work hours to support the needs of the business.

Run the Change Advisory Board (CAB) to review, approve, and manage enterprise changes.

Drive the implementation and continuous improvement of change enablement processes aligned with ITIL and organizational needs.

Leverage AI and develop automation scripts and tools to streamline change and incident processes.

Utilize Generative AI tools to analyze and improve processes and workflows.

Collaborate with DevOps and delivery teams to implement automation and monitoring tools for service performance.

Create and maintain dashboards, reports, and metrics to measure and communicate process effectiveness.

Engage with stakeholders to gather requirements and ensure alignment with business objectives.

Act as a point of escalation for critical service delivery issues.

What you'll bring to the role:

10-12 years of experience in IT management or other IT process-oriented roles

Major incident coordinating experience

Proven track record of implementing ITSM processes, tools, and automation solutions.

Strong background in ITIL, including Major Incident, Problem, and Change Management.

Proficiency with ITSM tools like ServiceNow, Jira, or similar platforms.

Hands-on experience with automation tools (e.g., Ansible, Terraform) and scripting languages (e.g., Python, PowerShell).

Familiarity with Generative AI tools and their application in ITSM and operational efficiency.

Strong data and analytics skills for creating metrics, dashboards, and actionable insights.

Exceptional communication and interpersonal skills for effective stakeholder engagement.

Strong organizational and problem-solving abilities to drive continuous improvement.

Entrepreneurial mindset with a collaborative and team-oriented approach.

If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply.

Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.

Why job seekers choose Geotab

Flex working arrangements
Home office reimbursement program
Baby bonus & parental leave top up program
Online learning and networking opportunities
Electric vehicle purchase incentive program
Competitive medical and dental benefits
Retirement savings program

*The above are offered to full-time permanent employees only

How we work

At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology!

We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at [e-mail]. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, “Geotab”), you acknowledge Geotab’s collection, use and disclosure of your personal data in accordance with our Privacy Policy . Click here to learn more about what happens with your personal data.

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