IT Services Manager

IT Services Manager

Location:

Toronto/Sudbury, ON, Canada or Nova Lima, Brazil (remote possible). This role reports to GM Brazil and Global Services.

We are looking for an experienced IT service management professional focused on operational management and continuous optimization of corporate IT services within a highly outsourced, multi‑vendor environment.

• Lead and govern core ITSM processes including Incident, Request, Change, Problem, Knowledge, and Configuration Management.
• Ensure adherence to defined workflows, policies, and governance standards.
• Coordinate major incident and crisis management, ensuring structured communication and resolution.
• Act as the primary operational interface with multiple IT service providers, monitor SLAs, deliverables, backlog, and service performance.
• Lead operational governance routines (weekly/monthly reviews) and escalates risks and systemic issues to appropriate governance levels.
• Apply Lean / Lean IT principles to improve ITSM processes, reduce waste, streamline workflows, and improve service lead times.
• Conduct Value Stream Mapping and lead continuous improvement initiatives such as Kaizen and PDCA cycles.
• Govern ITSM processes within Service Now, ensuring standardization and automation, and leverage dashboards and metrics for operational visibility and decision‑making.
• Drive automation and simplification of workflows within Service Now.
• Monitor and analyze KPIs, SLAs, and operational metrics (lead time, aging, incident trends) and provide actionable insights to leadership.
• Proactively identify and address service performance risks.
• Promote a culture of operational discipline, accountability, and continuous improvement.
• Serve as a key liaison between IT, business teams, and vendors, supporting adoption of ITIL, ITSM, and Lean IT best practices across the organization.

• 8–10 years of experience in IT service management or IT operations.
• Proven experience working in multi‑vendor, outsourced environments.
• Strong understanding of ITSM frameworks and service delivery models.
• College Diploma in Information Technology or a related field.
• Equivalent experience will be considered.

• ITIL® Foundation (preferred).
• Lean Six Sigma (Black Belt), COBIT, or ISO/IEC 20000 (desirable).

• Strong knowledge of IT service management and ITIL practices.
• Experience with Service Now and ITSM tools.
• Proven ability to manage vendors and service performance.
• Strong analytical and problem‑solving skills.
• Ability to lead process optimization and automation initiatives.
• Excellent communication and stakeholder management skills.
• Structured, disciplined, and resilient under pressure.
• Continuous improvement mindset focused on efficiency and service quality.

• Competitive compensation including a variable annual incentive plan.
• Participation in a competitive Defined Contribution Pension package.
• Comprehensive benefits package (company paid core coverage, health and dental coverage, flex accounts, disability plans, and optional insurances).
• Leave for all of life’s reasons (vacation, personal, sick, parental).
• Work culture dedicated to safety, diversity & inclusion, and career growth.
• Employee Family Assistance Program.
• Virtual Healthcare online.
• Online training and career development opportunities.

We are an equal opportunity employer seeking to increase diversity across our operations and improve equal opportunity in the industry. We offer accommodation throughout the recruitment process for applicants with disabilities. Qualified applicants are encouraged to apply regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation, or any other personal consideration. Vale uses artificial intelligence to screen, assess, and/or select applicants for this position.

GRG

CAD $130,000