Manager, IT Service Management

Your Moneris Career – The Opportunity

We are embarking on an important and exciting journey to transform our IT Service Management practices to support the growing services delivered by Moneris that benefit millions of Canadians each day!

As IT Service Management leader, you will oversee executing the IT Service Management roadmap and for leading the daily operations and execution of all processes within the ITSM program.

Location: You will be based in our Toronto office and will work in a hybrid model.

Reporting Relationship: You will report to Director, Production Support and Service Management.

Your Moneris Career – What you’ll do

• Lead IT service management teams responsible for the daily operations for Moneris’ IT Service Management processes including incident management, major incident management, problem management, change management and configuration management.

• Manage the IT service management processes for Incident, Major incident, Problem, Change and Configuration management which includes tracking and enforcing any daily process compliance issues with stakeholders.

• Support all technology team members on ITSM process and procedural questions and leads training and communication activities.

• Take a lead role for the most critical of major incidents, in a 24×7 environment, where senior ITSM leadership is imperative for the successful resolution.  Moreover, uses sound judgement and decision-making skills to lead senior technology practitioners and leaders towards the most effective recovery and resolution.

• Key contributor to the success of service improvement process by identifying process deficiencies and recommendations for improvement.

• Review operational metrics with senior management to drive awareness, support and compliance.

• Chairs regular operational meetings with stakeholders to review operational KPI’s, trends and identify improvement opportunities to drive ITSM across the Technology Organization.

• Seen as the trusted ITSM expert and partner at Moneris and levers industry and ITSM framework knowledge to improve ITSM processes delivered at Moneris.

• Maintain diverse peer group of other ITSM professionals to share ideas and challenges to the benefit of Moneris’ IT Service Management

Your Moneris Career – What you bring

• Bachelor’s degree in information technology, system administration, information systems management or similar disciplines.  Master’s degree considered an asset.

• Minimum 10 years of experience working in developing, administering, or conducting IT service management work processes and managing senior technical resources.

• Minimum 3 years’ experience managing IT service management teams

• Expert and experienced in supporting and administering IT service management responsibilities such as incident, problem and IT change and configuration management.

• ITIL V3 or ITIL V4 Intermediate certification, Expert level (considered an asset)

• Experience supporting payment systems within a merchant acquiring business (considered an asset)

Your Moneris Career – What you get

• Comprehensive Total Rewards Program including bonuses, flexible benefits starting from day 1, and your choice of either a health spending account (HSA) or personal spending account (PSA)

• RRSP matching & defined contribution pension plan

• Learning & development programs and resources including unlimited free access to Coursera and an Educational Assistance Program

• Holistic approach to your well-being, with an Employee Assistance Program for you and your family, access to 24/7 virtual health care, wellness events and a supportive workplace culture

• A workplace committed to investing in Diversity, Equity and Inclusion (DEI) through various initiatives including, employee inclusion groups (EIGs), mentorship, DEI learning and workshops, educational events, and various resources including an internal DEI website and newsletter

• Company-wide paid year-end closure & personal time off (including religious, personal, and volunteer days)

Find out more about the work perks and benefits you get as a Moneris employee at Moneris.com/careers

#LI-Hybrid

Note: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.

We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.