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.

Core Responsibilities

• 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 revie...