Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Manager IT Service Management (ITSM) role.

Rezi rewrites your resume against Workplace Safety and Insurance Board (WSIB)'s job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Manager IT Service Management (ITSM) posting at Workplace Safety and Insurance Board (WSIB) — free, in seconds.

About the Role

As Manager, IT Service Management (ITSM) at WSIB, you will lead an experienced team to advance ITSM maturity and shape service management practices in a large, complex environment. This role is crucial for strengthening how reliable, effective, and customer-focused technology services are delivered across the organization as WSIB continues to modernize its IT environment.

Responsibilities

Lead the delivery and continuous improvement of ITSM practices across the organization.
Develop and evolve the ITSM strategy, roadmap, processes, and governance framework.
Ensure ITSM practices work together effectively to support seamless, end-to-end technology service delivery.
Identify service delivery challenges, process gaps, and opportunities for improvement.
Stay current on evolving ITSM practices and identify opportunities to strengthen service management at WSIB.
Lead, coach, and develop a team of ITSM professionals with a strong focus on customer service and operational excellence.
Establish priorities, allocate work, support resource planning, and provide technical guidance and direction.
Set performance objectives, provide ongoing coaching, and build team capability.
Help remove barriers and inefficiencies impacting effective service delivery.
Contribute to broader IT priorities and organizational objectives as a member of the management team.
Establish and maintain ITSM processes, controls, and documentation across Incident, Problem, Change, Knowledge, Service Level, Service Request, Service Catalogue, Service Desk, and Service Asset and Configuration Management.
Establish meaningful KPIs, service metrics, and reporting that provide leaders and process owners with actionable insights.
Use performance, quality, and compliance information to identify trends and recommend improvements.
Promote ITSM process awareness through stakeholder communications, training, coaching, and mentoring.
Help ensure ITSM information and reporting are timely, accurate, and auditable.
Define process and data requirements for ServiceNow and identify opportunities for the platform to better support ITSM practices.
Lead analysis and improvement of critical service management processes.
Support the effective management and ongoing evolution of the Configuration Management Database (CMDB).
Strengthen CMDB data quality, asset and configuration visibility, and associated audit processes.
Support appropriate security and access controls for configuration management information.
Help maximize successful technology changes through effective risk assessment, authorization, and scheduling.
Support standardized Change Management processes across strategic, tactical, and operational technology changes.
Participate in the Change Advisory Board (CAB) to review and approve changes.
Strengthen visibility into critical assets and Configuration Items to support impact and risk assessment.
Support automation and other approaches for maintaining accurate CMDB information.
Work across technology teams, business partners, and management to solve service delivery challenges and continuously improve the customer experience.
Lead through influence in a matrix environment involving internal teams, external providers, and multiple technology disciplines.
Build effective relationships with technology suppliers and technical support partners.
Support RFx, vendor selection, and supplier performance management activities related to IT Service Management.
Translate complex operational and performance data into clear insights and recommendations for process owners and senior management.
Support ITSM disaster recovery and business continuity planning.
Develop and manage the section’s operating budget, monitor expenditures, and report on variances.
Lead regular operational reviews to monitor performance, priorities, and ITSM maturity.

Requirements

Post-secondary education combined with relevant professional experience.
8+ years of experience in information technology and IT Service Management within a complex, integrated technology environment.
Broad experience across ITSM practices such as Service Desk, Incident, Request, Catalogue, Problem, Knowledge, Service Level, Change, and Service Asset and Configuration Management.
3+ years of people management experience, including exposure to functions such as financial management, HR, procurement, or operations.
3+ years of experience with ServiceNow ITSM or a comparable ITSM platform.
Experience using data, KPIs, and analytics to evaluate service performance, identify opportunities, and support decision-making.
Strong experience working across technology teams, business partners, vendors, and other stakeholders in a matrix environment.
ITIL Foundation and COBIT Foundation certifications, along with foundational project management training.
Experience with AI, analytics, customer engagement, Business Relationship Management, or Knowledge Management is considered an asset.
Additional certifications such as PMP, advanced ITIL, BRMP®, CBRM®, ServiceNow Administration, Configuration Management, Change Management, or IT Asset Management are considered assets.
Prospective candidates must undergo a criminal records name check.

Skills

IT Service Management (ITSM)
ServiceNow
Service Desk
Incident Management
Request Fulfilment
Service Catalogue
Problem Management
Knowledge Management
Service Level Management
Change Management
Service Asset and Configuration Management (SACM)
Configuration Management Database (CMDB)
ITIL
COBIT
Project Management
Data Analysis
KPI Development
Stakeholder Management
Vendor Management
Financial Management
HR Management
Procurement Management
Operations Management
AI
Analytics
Customer Engagement
Business Relationship Management (BRM)
Disaster Recovery
Business Continuity Planning

Location

On-site

Work Type

Permanent
Full Time
On-site (up to 5 days a week)

Experience Level

8+ years in information technology and IT Service Management
3+ years of people management experience

Education Level

Post-secondary education
Undergraduate degree in a Business or STEM-related discipline is an asset

Salary/Compensations

$116,000.00 - $145,000.00

Benefits

Competitive salary
May be eligible to participate in our health and dental plan

About the Company

The Workplace Safety and Insurance Board (WSIB) helps individuals who suffer an injury or illness on the job by providing wage-loss benefits, medical coverage, and support to aid their return to work.
Funded by businesses, WSIB offers no-fault collective liability insurance and access to industry-specific health and safety information.
It is one of North America's largest insurance organizations, covering over five million people in more than 300,000 workplaces across Ontario.
At WSIB, technology supports the purpose of serving people and businesses across Ontario.

Equal Opportunity

We respect and value the diversity of our people.
We strive to create an environment where employees can be themselves and where our differences are celebrated.
We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees.
We invite all interested individuals to apply.
If you require accommodations in order to apply to this position please contact talentacquisitioncentre@wsib.on.ca.
If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.
As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust.
Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest.
We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997.
The Talent Acquisition Centre and WSIB hiring parties will use this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes.
If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca.
As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.