Senior Manager, ITSM Audit

Overview

Requisition :

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Senior Manager – ITSM Audit & Regulatory Deliverables is accountable for end to end delivery of audit, regulatory, and self-identified issues across IT Service Management (ITSM) domains, including Incident, Problem, Change, Configuration (CMDB), Release, and IT Asset Management (ITAM).

This role exists to stabilize, accelerate, and de risk ITSM audit outcomes by providing strong program governance, disciplined execution, and a single point of ownership for complex, multi issue delivery spanning Internal & External Audit.

The Program Manager will operate in a high volume, high scrutiny audit environment characterized by multiple concurrent high and medium risk findings, tight and shifting regulatory deadlines, frequent audit rejections and resubmissions and heavy dependency on evidence quality, scenario testing, and operational effectiveness.

• Own the integrated ITSM audit delivery portfolio, covering Incident, Problem, Change, CMDB, Release, and ITAM findings.
• Manage issues from Management Action Plan (MAP) creation through evidence submission, IQA/IA validation, and final closure.
• Maintain a clean, audit defensible view of issue status, dependencies, risks, extensions, and approvals.
• Partner with the key stakeholder to translate audit findings into clear execution plans, including interim milestones, evidence requirements, and review cycles.
• Proactively manage high risk and US Nexus issues requiring IQA review and multi line validation.
• Partner with key stakeholders to drive timely remediation of rejected or extended items, ensuring audit feedback is fully addressed and rework is minimized.
• Enable coordination between ITSM, ITAM teams, Audit, Risk, external advisors, and senior leaders.
• Prepare and deliver exec ready status reporting, highlighting risk posture, overdue items, rejected packages, and decisions required.
• Run structured governance forums (war rooms, checkpoints, walkthroughs) for at risk or overdue audits.
• Ensure audit submissions demonstrate both design effectiveness and operational effectiveness
• Drive consistency in closure packages, narratives, and supporting artifacts across ITSM pillars.
• Identify recurring audit themes (e.g., data quality, governance gaps, tooling limitations) and recommend systemic fixes.
• Reduce audit churn by improving up front readiness, clearer ownership, and better sequencing of dependencies.
• Standardize audit delivery practices, templates, and reporting across ITSM.
• Support transition of stabilized work off “war room” footing into sustainable BAU ownership.

• Bachelor’s degree in business, Finance, Technology, Audit, or related field.
• 8–12+ years of experience in program management, audit remediation, or regulatory delivery within large IT organizations.
• Proven experience managing audits
• Demonstrated success operating in high risk, audit intensive environments with overlapping regulators and reviews.
• Strong understanding of audit life cycles, MAPs, evidence standards, and validation processes.
• Experience with Regulatory reporting or equivalent regulatory frameworks.
• PMP, PgMP, SAFe, or equivalent certification.
• Experience coordinating with external advisors (Deloitte, IBM).
• Audit grade attention to detail and follow through
• Confidence challenging timelines and audit interpretations constructively
• Ability to manage ambiguity, rejection, and shifting expectations
• Executive presence and concise communication
• Bias for closure, not perpetual extension
• Reduction in overdue, rejected, or repeatedly resubmitted ITSM audit issues
• Improved first pass acceptance of evidence by IQA and Internal Audit
• Clear ownership and predictability across ITSM audit timelines
• Increased confidence from Audit, Risk, and senior leadership in ITSM delivery

• Includes a competitive rewards program with bonus, vacation, personal, sick days, and benefits starting on day one.
• Professional development through online courses, cross-functional opportunities, and tuition assistance.

Location:

Canada, Ontario, Toronto