Manager, IT Service Management


Competition No.  -    A100146099
Closing Date  -    Will remain open until filled.

Reporting to the Director of IT Service Excellence, the Manager, IT Service Management will be accountable for the monitoring, implementation and ongoing improvement of IT service management processes such as incident management, problem management, change management, supplier management, configuration management, IT continuity management and request fulfillment. This role supports the operational Information Services and Technology (IST) teams by ensuring that the processes used by IST in the delivery of services are fit for purpose, aligned with University needs and are continuously improved in light of new opportunities or changes in IST operational methods. 

This role oversees a team that is responsible for managing major incidents as they arise, coordinating IST change management activities, and supports continuous improvement through a problem management framework.  In addition, this position acts as an escalation point for high priority incidents and provides oversight and manages communication plans for informing the University community of these incidents. 


The successful candidate will lead a team responsible for the daily operations, process ownership and governance for new and existing IT service management processes including incident management, problem management, supplier management, change management, configuration management, and request fulfillment. You will ensure your team is well prepared to deliver high quality service and that everyone works with a client focused mindset. 

Process Governance & Management:

  • Participates in governance and improvement forums for defined service management processes.

  • Implements quality assurance practices and procedures to ensure team success.

  • Monitors and works with IST management to increase overall IT service management process acceptance, support, and compliance. 

  • Participates in Major Incident Management activities, Technical Advisory Boards, Change Advisory Boards, Problem Advisory Boards and other process related meetings as necessary to support the team.

  • Acts as an escalation point for any ITSM process related issues.

  • Provides leadership and acts as a decision making point for defining, designing, and implementing processes and procedures based on industry standard Information Technology Infrastructure Library (ITIL).

Continual Service Improvement (CSI) Processes:

  • Supports and provides recommendations on ad-hoc investigations/analysis as required for process improvement opportunities.

  • Research and identify trends, best practices and technology to leverage in ITSM processes. 

  • Lead CSI projects as they relate to service management processes and tools.

  • Recommends ideas to innovate, automate or streamline service management capabilities.

Relationship Management/Communication:

  • Communicates effectively and regularly with all stakeholders in a timely, consistent and accurate manner.

  • Able to work through influencing and persuasion in situations where resistance to change is met or consensus is not easily achieved.

  • Reinforces a positive work environment through promoting transparency and open dialogue. Actively listens to understand others’ issues and perspectives and provides an opportunity to respond.

  • Develops productive relationships with service partners assigned to the area and collaborates with them to provide information and services.


  • Bachelor’s degree with demonstrated progressive experience in developing, implementing, managing, administering or improving service management processes (or related diploma with equivalent combination of education, training, and experience).  

  • Experience directly leading teams up to 10 people.

  • Demonstrated ability to effectively manage multiple, concurrent initiatives and drive projects to completion.

  • Desirable: Experience working with ServiceNow ITSM.

  • Mandatory: ITIL Foundations v3 or v4, ITIL Expert or MP.

  • Excellent communication skills and the ability to effectively interact with other teams across the organization.

  • Ability to work effectively and achieve results across functional areas in a work environment with a high rate of change.

  • Maintains a strong and diverse peer group of other ITSM professionals to share ideas and challenges to the benefit of IT service management at the UofA.

  • Maintains an intimate understanding of the University in the interest of building productive and effective ongoing relationships and developing a network at all levels of the organization

In accordance with the Administrative and Professional Officer Agreement, position offers a comprehensive benefits package found here and annual salary range of $74,335 to $123,887.

While this position welcomes applications from the public, please note that preference will be given to current employees at the University of Alberta. Please indicate your internal status using the "Advertisement" drop down menu when applying. We will review resumes on September 24, 2021.

COVID-19 Vaccination: Proof of full vaccination against COVID-19 in compliance with the University’s COVID-19 Vaccination Directive. Fully Vaccinated means a status an individual achieves 14 days after having received the recommended number of doses of a COVID-19 vaccine approved by Health Canada or the World Health Organization, and requires the individual to maintain the recommended number and type of vaccine doses as updated and required by Health Canada thereafter.

How to Apply

Apply Online

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. If suitable Canadian citizens or permanent residents cannot be found, other individuals will be considered. The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.