Service Manager

David Aplin Recruiting; Canada; Remote; CAD 90,000 - 120,000; Full time

Job summary

A leading company is seeking an experienced Service Manager for a remote, long-term contract role with the government in Canada. This position includes overseeing vendor compliance, managing service delivery, and utilizing ITIL frameworks. With a minimum of 10 years in the IT industry required, this role presents an opportunity to impact the public sector significantly.

Qualifications

• Minimum 10 years of experience in the IT industry.
• Proven experience with Managed Service Providers for End User Services.
• Strong understanding of SLAs and compliance.

Responsibilities

• Oversee multiple vendors to ensure compliance with client requirements.
• Monitor supplier performance and manage vendor service delivery.
• Publish and analyze performance reports to manage SLAs.

Skills

Leadership

Service Management

Compliance

Financial Tracking

ITIL Framework

Tools

ITSM Tools

ServiceNow

MS Office Suite

Job description

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Tammy Boyko and Carlan Wilbon are currently seeking an experienced Service Manager for an exciting long-term contract opportunity with our government client based in Winnipeg. This fully remote role starts with an initial 6-month term and is expected to extend to a total duration of 24 months.

This is a unique opportunity to make a meaningful impact in the public sector while growing your career. Join a collaborative team and contribute to high-impact, purpose-driven projects.

Key Responsibilities

• Oversee multiple vendors to ensure compliance with client requirements and service expectations.
• Understand the overall IT service landscape and the roles of various service providers.
• Monitor supplier performance in alignment with Statements of Work (SOWs).
• Manage vendor service delivery against contractual service levels and performance metrics.
• Identify and manage interdependencies between service providers to ensure seamless operations.
• Handle escalations and disputes efficiently to maintain service continuity.
• Publish and analyze performance reports, identifying root causes for SLA deviations and initiating corrective actions.
• Act as a subject matter expert and lead in service management practices.
• Foster strong collaboration and communication with internal teams and external vendors.
• Build and maintain productive, cooperative relationships with service providers.

Qualifications

• Minimum 10 years of experience in the IT industry.
• Proven experience working with Managed Service Providers for End User Services.
• Strong understanding of Service Level Agreements (SLAs) and compliance.
• In-depth knowledge of ITIL frameworks.
• Experience with financial tracking and reconciliation.
• Proficiency in ITSM tools, with a strong preference for ServiceNow.
• Demonstrated team leadership and people management skills.
• Ability to thrive in a dynamic, fast-paced environment.

Preferred Assets

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

A valid criminal background check is required for this role.

Ready to make a difference? Apply today and take the next step in your career with a meaningful public sector opportunity.

David Aplin & Associates Inc., operating as Aplin, and its associated brands, CompuStaff and Impact Recruitment, is an award-winning employment agency connecting diverse, top-tier talent with exceptional organizations across North America. We welcome applicants from all backgrounds and charge no fees to apply or engage with our recruiters. Our clients partner with us to help expand and diversify their teams. Please note that all applicants must be legally entitled to work in Canada, including holding any necessary work permits.

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