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 service levels, customer satisfaction, reduction of recurring incidents, and continuous improvement of operations through automation and standardization of processes.

We hire top-tier talent and give them the space to shine. You'll collaborate with the managed services team, RUN teams and technical leads under the leadership of of the Senior Director, Managed Services. No egos, just smart people solving complex problems together with the mission of to ensure operational excellence of Service Now and cloud environments by guaranteeing service quality, compliance with contractual commitments, risk management and customer satisfaction.

Your day to day will look like this:

• Drive the daily operations of Service Now platforms and cloud environments (Azure, AWS, GCP), ensuring rapid incident resolution, efficient request handling, as well as change and problem management.
• Monitor service performance by tracking SLAs, OLAs, and key indicators, and producing reports and dashboards for clients.
• Coordinate technical teams and operational processes to ensure effective, consistent service delivery aligned with ITIL best practices.
• Handle operational escalations and act as a point of contact during critical incidents, while conducting root cause analyses and continuous improvement initiatives.
• Participate in service governance by preparing and leading operational reviews and follow-up committees with clients.
• Contribute to the improvement and standardization of operations through documentation, optimization, and industrialization of processes.

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

• 2 to 4 years of experience in IT operations management, technical coordination, or managed services delivery, combined with training in computer science, information systems, or a related field.
• Bilingual (French and English) with excellent interpersonal and communication skills, a customer-centric approach, good sense of priorities, and ability to effectively manage urgent situations.
• Strong knowledge of Service Now (ITSM, CSM, and platform workflows) as well as an understanding of cloud environments Azure, AWS, and GCP.
• Practical knowledge of ITIL processes (incidents, problems, changes, requests) and interest in automation, Dev Ops practices, and continuous improvement.
• Proficiency with IT operations, monitoring, performance tracking tools, and dashboard production.
• Collaborative mindset, ability to work with multidisciplinary and distributed teams, and ITIL, Service Now, or cloud certifications considered an asset.
• If English required: "English is required to communicate with clients and partners located outside of Quebec."

• 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, and we support your development through recognized certification pathways.

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…