ITSM Leadership

Position: ITSM Leadership Role at Manulife
Location: southwestern ontario

Elevate technical operations as the IT Service Management Manager at Manulife, responsible for enhancing service performance across various applications and infrastructures. This hybrid role focuses on people leadership and operational excellence.
As a key player within the IT Service Management framework, your leadership will guide a multi-disciplinary team for efficient incident handling and service improvement. With a focus on data-driven decision-making, you will institute clear service protocols and foster a culture of continuous learning and accountability. Your ability to collaborate across teams will ensure the alignment of organizational goals with service delivery excellence.

Key Responsibilities:

• Lead incident resolution and service request processes

• Foster a collaborative culture within the team

• Analyze system trends and service issues proactively

• Champion continuous improvement initiatives

• Ensure accurate documentation and SLA adherence
Requirements:

• 5+ years in IT service delivery or management

• 3+ years in a leadership role for technical teams

• Deep understanding of ITSM methodologies and tools

• Strong ability to manage KPIs and operational metrics

• Excellent communication skills to bridge technical gaps
Drive impactful service management solutions and enhance operational resilience at Manulife.
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