Engagement Manager

Location: Remote | Canada Type: Full time | permanent Team: Engagement Team Ateko, backed by Bell Canada, delivers IT solutions across five platforms: ServiceNow, 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 YOUR IMPACT We’re counting on you to innovate—not just maintain. This role contributes to maximizing value for our clients in the ServiceNow sector. You’ll be working on ServiceNow implementations with some of the world’s leading brands. YOUR TEAM The Engagement Manager plays a central role in building, maintaining, and enhancing client relationships. This person is responsible for understanding client needs, aligning project goals with business objectives, and ensuring the success of ongoing projects. The role requires strong management skills, business acumen, and technical knowledge to oversee the full project lifecycle—from initial proposal to outcome evaluation. You’ll be supported by a great team of five Engagement Managers. EXPERIENCE WE’RE LOOKING FOR Manage operations for ServiceNow and Cloud platforms (Azure, AWS, GCP), including incidents, requests, changes, and problems. Monitor SLAs and KPIs, and produce performance reports for clients. Coordinate technical teams (internal and partners), ITIL processes, and management tools. Handle escalations and implement continuous improvement plans. Engage in governance and identify opportunities for service optimization and automation. QUALIFICATIONS Technical Skills : Strong knowledge of ServiceNow in operational context, Cloud environments (Azure, AWS, GCP), ITIL and CI/CD, monitoring and automation tools. Behavioral Skills : Customer service mindset, priority management, excellent bilingual communication, collaborative leadership for multisite and multi-project teams. Education : Master’s degree (or equivalent) in IT or service management. Experience : 5+ years in IT operations or managed services. Certifications : ITIL, ServiceNow, and Cloud (preferred). OUR OFFER 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. From certification pathways to cutting-edge learning programs, we help you make sure you’re always leveling up. We’re building a culture where diverse perspectives fuel creativity, and collaboration drives breakthroughs. Visit our LinkedIn page to learn more. NEXT STEPS Apply We consider applications as they come in, and you will hear from us no matter what the decision. If we move ahead, a recruiter will invite you to a first interview over Teams. If there is a fit with the role we will invite you to meet the direct team (1 to 3 interviews depending on the role). We’ve reached the offer stage ACCESSIBILITY We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or to make arrangements. If you have questions regarding accessible employment at Ateko please email our Human Resources team at Let's innovate together for a better future #J-18808-Ljbffr