Manager, IT Service Management; ITSM

Position: Manager, IT Service Management(ITSM)
At Gore Mutual, we’ve always set ourselves apart as a modern mutual that does good. Now, we’re proudly building on that legacy to transform our company—and our industry—for the better.
Effective January 1, 2026, Gore has joined Beneva—the country’s largest mutual insurance company—as part of its Property & Casualty operations in Ontario and Western Canada. During 2026, Gore will combine its operations with Unica Insurance, Beneva’s Ontario-based subsidiary specializing in niche commercial and personal insurance, creating a stronger, more diversified mutual insurer with greater scale and long‑term stability.
Every decision and investment remains anchored in long‑term benefits to customers, members, and communities. Come join us.
The Manager, IT Service Management (ITSM) is accountable for the end‑to‑end leadership, governance, and continuous improvement of core ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Event Management. This role reports into Director, ITSM & Service Management.
This role serves as both an operational leader and strategic partner, ensuring IT services are reliable, resilient, and aligned with business objectives. The Manager, ITSM leads teams responsible for restoring service during disruptions, preventing recurrence through root cause analysis, enabling controlled change, and driving proactive service improvement through data‑driven insights. The role works extensively across Technology and Business teams, providing enterprise‑level coordination, governance, and executive reporting, and acts as a trusted advisor to senior leadership on service performance, risk, and operational maturity.
What will you do in this role:  Manage a Team of Incident and Problem Management Specialists   Provide coaching, mentoring and performance management to direct reports.
Maintain equitable after‑hours and weekend work schedules (Incident response and support coverage).
Assign work activities, project deliverables, product training, troubleshooting and research assignments etc.
Facilitate 1:1s, team ceremonies, and skills development aligned to ITSM best practices.
Ensure appropriate on‑call, after hours, and weekend coverage for major incidents and critical services.
Build cross training and succession capability to support service continuity.
Responsible for the Development, Implementation and Governance of the core ITSM processes   Define, implement, and govern ITSM processes in alignment with ITIL and organizational standards.
Lead P1/P2 incident response, escalation, communications, and post‑incident reviews.
Oversee Problem Management, including root cause analysis, corrective actions, and trend analysis.
Govern Change Management practices, including change lifecycle controls, CAB participation, and risk assessment.
Ensure Knowledge Management practices support effective resolution, reuse, and organizational learning.
Oversee Event Management practices to enable proactive detection and prevention of service disruptions.
Drive continuous improvement to reduce service impact, improve stability, and meet availability targets.
TSM Strategy, Roadmap, and Governance   Contribute to and shape the ITSM strategy and multi‑year roadmap, aligning process maturity improvements with business and technology priorities.
Participate in IT governance forums, risk reviews, and operational committees.
Ensure ITSM processes align with enterprise standards for risk management, compliance, audit readiness, and operational resilience.
Identify improvement opportunities based on performance data, lessons learned, and emerging best practices.
Cross ‑ Functional Leadership and Enterprise Coordination   Act as the primary ITSM liaison with Dev Ops, Architecture, Infrastructure, Security, Business Continuity, Risk Management, Compliance, PMO, and Process Governance teams.
Coordinate cross‑functional responses during major incidents, changes, and service disruptions.
Ensure ITSM processes are integrated with delivery, security, continuity, and risk management practices.
Support enterprise initiatives requiring ITSM input, readiness assessments, or operational transition.
Performance Management, Metrics,…