Senior Manager, IT Service Management

At FSRA, our vision is to ensure financial safety, fairness, and choice for Ontarians. As a financial services regulator, we're passionate about protecting consumers. Our principles-based approach means we can quickly and effectively respond to the changing needs of consumers and the industry.
 

Our team combines industry expertise with commitment to public service. We attract individuals who are interested in meaningful work and who measure success through outcomes, not inputs.
 

At FSRA, we invest in the personal and professional growth of our team.  We offer a competitive compensation package that includes an employer-matched defined benefit pension plan, and a comprehensive and competitive benefits plan. We prioritize learning and development, wellbeing, diversity, equity, inclusion and belonging, and community giving.
 

Join FSRA and help us shape the future of regulation for generations to come

Job Description:

Purpose of Position

The Sr. Manager, IT Service Management (ITSM) is responsible for the effective design, implementation, execution, and continuous improvement of ITSM processes across key domains such as Incident, Change, Problem, Configuration, etc., ensuring alignment with industry best practices and business goals as well as also leads the implementation, integration, and ongoing optimization of ITSM technology solutions, ensuring alignment with organizational objectives and service excellence standards.

This role ensures operational stability, process consistency, and service quality through the application of ITIL best practices, governance oversight, technology enablement, and cross-functional collaboration.

The role supports the maturity of ITSM capabilities, ensures proper adoption of service platforms, and integrates service data to improve visibility, responsiveness, user satisfaction and control.

Key Responsibilities

• ITSM Practise: Lead the design and governance of core ITSM processes, policies and procedures: Incident, Problem, Change, and Configuration Management. Define, implement, and maintain process documentation, workflows, and controls based on ITIL best practices. Track performance using SLAs, KPIs, and service quality metrics, and implement continuous improvements.

• Change & Configuration Management: Oversee change control processes, including change assessment, risk analysis, approval workflows, and CAB governance.

• Maintain and continuously improve the Configuration Management Database (CMDB) to ensure asset integrity and impact analysis accuracy. Maintain change logs, review failed changes, and implement continuous process improvements.

• Incident Management: Oversee the end-to-end incident management process to ensure timely response, resolution, and reporting of IT issues. Establish and maintain incident SLAs, priority models, and escalation protocols. Analyze trends in incident data to proactively identify service improvements and reduce recurring issues.

• Problem Management: Lead problem identification, root cause analysis, and permanent resolution efforts for major and recurring incidents. Maintain a known error database and manage problem lifecycle tracking through to closure. Collaborate with technical teams to implement long-term preventive actions. ITSM Solution Implementation & Optimization: Lead the implementation, configuration, and ongoing optimization of ITSM platforms to support operational and business requirements. Collaborate with internal stakeholders and vendors to assess tools, manage deployment projects, and ensure user adoption. Drive integration between the ITSM platform and other enterprise systems. Establish reporting and dashboards for real-time service visibility and governance.

• Collaboration: Act as the ITSM subject matter expert and point of contact for internal teams, leadership, and vendors. Facilitate training and communications to support process adoption and technology enablement. Collaborate with security, infrastructure, and service desk teams to align operational readiness and compliance.

Qualifications      

• Bachelor's degree in Information Technology, Computer Science, or related discipline.

• ITIL v4 Foundation certification required; Managing Professional (MP) or Intermediate ITIL certifications preferred.

• Certifications or experience with ITSM platforms are strong assets.

• Minimum of 7 years in IT service management or IT operations, including at least 3 years in a leadership role within IT service management.

• Must demonstrate expertise and in-depth knowledge of ITSM process frameworks and platform capabilities.

• Must have strong project leadership and vendor management experience in technology solution implementation.

• Must demonstrate ability to analyze service data, build performance dashboards, and communicate trends.

• Excellent stakeholder engagement, communication, and change management skills.

• Comfortable working in a fast-paced, evolving technology and governance lands

• Must have excellent communication skills, project management skills, presentation skills, documentation skills, and stakeholder engagement skills.

• Strong willingness and ability to learn new skills and adapt to evolving job requirements.

Preferred:

• Experience working in a regulatory agency or with a regulated financial organization.

*Please note that this position will close at 11:59PM on December 15, 2025*

Job Posting End Date:

Job postings close at 11:59pm on the date noted.

Employment Type:

Scheduled Weekly Hours:

FSRA is committed to ensuring equity in employment. Our goal is to create a diverse, inclusive workforce that reflects the communities we serve and to ensure our services and communications are accessible to all individuals. Accommodation is available under the Ontario Human Rights Code.

NOTE: ONLY QUALIFIED CANDIDATES WILL BE CONSIDERED