Manager IT Service Management; ITSM

• Locations 300 Tartan Dr, London, ON, N5V 0E9, CA 100 King St W, Hamilton, ON, L8P 1A2, CA 4 Robert Speck Parkway, Mississauga, ON, L4Z 1S1, CA 5650 Yonge Street, North York, ON, M2M 4G3, CA 300 Consilium Place, Scarborough, ON, M1H 3G2, CA
• Apply Before 11/15/2026, 05:00 AM
• Job Schedule Full time

We're here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario.

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At the WSIB, you'll have the opportunity to:

• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing

You'll also receive a competitive salary and may be eligible to participate in our health and dental plan.

Manager, IT Service Management (ITSM)

Salary N09 | $ - $

Permanent Full Time. This role is on-site and requires the successful applicant to commit to an in-office work arrangement up to 5 days a week.

At WSIB, technology helps support our purpose of serving people and businesses across Ontario. As we continue to modernize our IT environment, we're looking for a Manager, IT Service Management (ITSM) to help strengthen how reliable, effective and customer-focused technology services are delivered across the organization. You'll have the opportunity to lead an experienced team, advance our ITSM maturity and help shape service management practices in a large, complex environment.

In this role, you will lead a team responsible for key ITSM practices, including Service Desk, Major/ Incident Management, Service Request Fulfilment, Service Catalogue, Problem Management, Knowledge Management, Service Level Management, Change Management, and Service Asset and Configuration Management.

You'll combine people and supplier leadership, ITSM expertise, Service Now knowledge, governance and continuous improvement to strengthen service delivery and help evolve ITSM capabilities across WSIB.

What you'll do

Lead IT Service Management

• Lead the delivery and continuous improvement of ITSM practices across the organization.
• Develop and evolve the ITSM strategy, roadmap, processes and governance framework.
• Ensure ITSM practices work together effectively to support seamless, end-to-end technology service delivery.
• Identify service delivery challenges, process gaps and opportunities for improvement.
• Stay current on evolving ITSM practices and identify opportunities to strengthen service management at WSIB.

Lead and develop your team

• Lead, coach and develop a team of ITSM professionals with a strong focus on customer service and operational excellence.
• Establish priorities, allocate work, support resource planning and provide technical guidance and direction.
• Set performance objectives, provide ongoing coaching and build team capability.
• Help remove barriers and inefficiencies impacting effective service delivery.
• Contribute to broader IT priorities and organizational objectives as a member of the management team.

Strengthen ITSM processes and governance

• Establish and maintain ITSM processes, controls and documentation across Incident, Problem, Change, Knowledge, Service Level, Service Request, Service Catalogue, Service Desk, and Service Asset and Configuration Management.
• Establish meaningful KPIs, service metrics and reporting that provide leaders and process owners with actionable insights.
• Use…