Manager, IT Service Management(itsm)

Manager, IT Service Management (ITSM)

At Gore Mutual, we've always set ourselves apart as a modern mutual that does good. Now, we're proudly building on that legacy to transform our company—and our industry—for the better.

Effective January 1, 2026, Gore has joined Beneva—the country's largest mutual insurance company—as part of its Property & Casualty operations in Ontario and Western Canada. During 2026, Gore will combine its operations with Unica Insurance, Beneva's Ontario-based subsidiary specializing in niche commercial and personal insurance, creating a stronger, more diversified mutual insurer with greater scale and long-term stability.

Every decision and investment remains anchored in long-term benefits to customers, members, and communities. Come join us.

The Manager, IT Service Management (ITSM) is accountable for the end-to-end leadership, governance, and continuous improvement of core ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Event Management. This role reports into Director, ITSM & Service Management.

This role serves as both an operational leader and strategic partner, ensuring IT services are reliable, resilient, and aligned with business objectives. The Manager, ITSM leads teams responsible for restoring service during disruptions, preventing recurrence through root cause analysis, enabling controlled change, and driving proactive service improvement through data-driven insights. The role works extensively across Technology and Business teams, providing enterprise-level coordination, governance, and executive reporting, and acts as a trusted advisor to senior leadership on service performance, risk, and operational maturity.

What will you do in this role:

• Manage a team of Incident and Problem Management Specialists
• Provide coaching, mentoring, and performance management to direct reports.
• Maintain equitable afterhours and weekend work schedules (Incident response and support coverage).
• Assign work activities, project deliverables, product training, troubleshooting, and research assignments, etc.
• Facilitate 1:1s, team ceremonies, and skills development aligned to ITSM best practices.
• Ensure appropriate on call, after hours, and weekend coverage for major incidents and critical services.
• Build cross training and succession capability to support service continuity.

Responsible for the Development, Implementation and Governance of the core ITSM processes

• Define, implement, and govern ITSM processes in alignment with ITIL and organizational standards.
• Lead P1/P2 incident response, escalation, communications, and post incident reviews.
• Oversee Problem Management, including root cause analysis, corrective actions, and trend analysis.
• Govern Change Management practices, including change lifecycle controls, CAB participation, and risk assessment.
• Ensure Knowledge Management practices support effective resolution, reuse, and organizational learning.
• Oversee Event Management practices to enable proactive detection and prevention of service disruptions.
• Drive continuous improvement to reduce service impact, improve stability, and meet availability targets.

TSM Strategy, Roadmap, and Governance

• Contribute to and shape the ITSM strategy and multi-year roadmap, aligning process maturity improvements with business and technology priorities.
• Participate in IT governance forums, risk reviews, and operational committees.
• Ensure ITSM processes align with enterprise standards for risk management, compliance, audit readiness, and operational resilience.
• Identify improvement opportunities based on performance data, lessons learned, and emerging best practices.

Cross-Functional Leadership and Enterprise Coordination

• Act as the primary ITSM liaison with DevOps, Architecture, Infrastructure, Security, Business Continuity, Risk Management, Compliance, PMO, and Process Governance teams.
• Coordinate cross-functional responses during major incidents, changes, and service disruptions.
• Ensure ITSM processes are integrated with delivery, security, continuity, and risk management practices.
• Support enterprise initiatives requiring ITSM input, readiness assessments, or operational transition.

Performance Management, Metrics, and Executive Reporting

• Define, monitor, and report ITSM KPIs and KRIs across all ITSM capabilities.
• Produce enterprise-level dashboards and executive reporting covering service performance, risk indicators, trends, and improvement initiatives.
• Present insights, findings, and recommendations to senior and executive leadership.
• Use data to drive fact-based decisions, risk mitigation, and service improvement outcomes.

What will you need to succeed in this role:

• Community College/Undergraduate degree in Computer Science, Programming
• Certifications: ITIL (required), CMMI DevOps (preferred)
• 10-15 years' experience in ITSM leadership across multiple process domains
• 5-7 + years of experience in People Leadership/Management (Team size of 3+)
• 5-7 years' experience in Process Governance (developed, written, and implemented process)
• Strategic planning and roadmap development
• Executive communication and presentation
• KPI/KRI definition and dashboard reporting
• Cross functional and matrix leadership
• Risk and compliance awareness
• Data analysis and trend identification
• ITSM tooling literacy (e.g., ServiceNow) and testing collaboration

The expected base salary range for this position is $118,500 - $168,500. Depending on your relevant experience, skills, qualifications, market conditions, and business needs, base compensation may vary. You have the potential to earn more through Gore Mutual's discretionary bonus program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.

Please note: This range reflects the expected base salary for this role but may not represent the full compensation range for all experience and skill levels. During the recruitment process, we will discuss and consider how your unique qualifications align with the broader range for this position.

Gore Mutual is proud to offer a comprehensive total rewards package which includes extended health and dental benefits, disability insurance, retirement plan matching, paid time off, recognition, and perk programs.

This posting pertains to an existing vacancy that is actively being filled.

Accessibility for applicants

Gore Mutual Insurance Company is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process.

If you require accommodation because of a disability, we will work with you to meet your needs. Contact us and a human resources representative will consult with you to determine an appropriate accommodation.

Should you request an accommodation during the interview process, please notify your Talent Acquisition Consultant.