Engagement Manager

Location: Remote | Canada

Type: Full time | permanent

Team: Managed Services

Ateko, backed by Bell Canada, delivers IT solutions across five platforms:
Service Now, Salesforce, AWS, Microsoft Azure and Google. Beyond implementation, our personalized services and continued support helps connect teams, streamline processes, and remove barriers.

The result: our services are in demand and our teams are growing. If you're motivated by this momentum, we are hiring!

You won't be stuck in maintenance mode. At Ateko, you'll work on strategic, high-impact projects to maximize value for our clients in the Technology industry. You will work on implementing Service Now with some of the world's biggest brands and your success will be measured by compliance with SLA/OLA/XLA, customer satisfaction rate (CSAT), and continuous improvement of processes and automation (OKR).

We hire top-tier talent and give them the space to shine. You'll collaborate with managed services, RUN teams, and technical leads under the leadership of senior director, managed services. No egos. Just smart people solving complex problems together in collaboration with sales teams, project management, and governance, with the mission of to ensure the operational management of IT services in Service Now and Cloud environments, guaranteeing service quality, operational performance, compliance with contractual commitments, and customer satisfaction.

Your day to day will look like this:

• Manage Service Now and Cloud (Azure, AWS, GCP) operations including incidents, requests, changes, and problems.
• Monitor SLAs and KPIs, and produce performance reports for clients.
• Coordinate technical teams (internal and partners), ITIL processes, and management tools.
• Handle operational escalations and implement continuous improvement plans.
• Contribute to client governance, service optimization, and standardization of RUN processes.

The following experience will help you succeed in this role. However, if you don't meet all these criteria, but have experience in Service Now implementation, we will be happy to consider your application, because we're looking for potential first.

• Excellent mastery of Service Now and Cloud environments (Azure, AWS, GCP) in an operational context.
• Strong knowledge of ITIL practices, CI/CD, as well as monitoring and automation tools.
• Strong customer service orientation, effective management of priorities and operational challenges.
• Strong bilingual communication skills (French/English) and a collaborative leadership approach in multi-site environments.
• Master's degree in computer science or equivalent, 5+ years of experience in managed services / IT operations; ITIL, Service Now or Cloud certifications appreciated.

• Remote work: The choice is yours, work from home or from one of our offices.
• Vacation: Everyone at Ateko has at least 4 weeks of vacation and 5 personal days.
• Insurance: You're covered as of your first day of work and have 3 policies to choose from (Ateko pays half of the coverage fee).
• Telemedicine: Ateko covers your access to the Dialogue app, which offers virtual healthcare and mental health support.
• Group RRSP: If you contribute, Ateko will match up to 2% of your annual salary.
• Professional development: Your goals are part of our journey. From certification pathways to cutting-edge learning programs, we help you make sure you're always leveling up.

We're building a culture where diverse perspectives fuel creativity, and collaboration drives breakthroughs. Visit our Linked In page to learn more.

We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or  to make arrangements.

If you have questions regarding accessible employment at Ateko please email our Human Resources team at