Ambulatory Social Work Case Manager providing care/service to patients across ages. Facilitating coordination of care, psychosocial assessments, and resource linkage in healthcare settings.
About the role
- Senior Manager for IT Service Management at Nutrien leading ITSM practices and integrating AI to enhance service quality and efficiency. Guiding strategic direction and governance to support business goals.
Responsibilities
- Provide strategic direction and governance across all ITSM practices, ensuring alignment with business goals and expected outcomes
- Shape the long‑term roadmap for core practices including CMDB/Service Configuration, IT Asset Management, Event, Request, and Release Management
- Integrate automation and AI into practice workflows to improve efficiency, consistency, and service quality
- Stay current with emerging technologies, ITSM trends, and industry practices to guide innovation and inform future operating models
- Oversee Major Incident, SWAT, and Root Cause Analysis practices to reduce the frequency and business impact of service‑disrupting incidents
- Lead the evolution of Change and Release Management to minimize operational and business risk from changes
- Partner with the IT Operations Center to ensure key ITSM practices are embedded in daily operations and future operating models
- Own and maintain the standards, policies, and operating frameworks used by Practice Managers
- Serve as the primary stakeholder connection point, ensuring expectations are aligned and practices support business needs
- Own service performance metrics and reporting, ensuring SLAs, KPIs, and commitments are consistently met and continuously improved
- Provide leadership, guidance, and support to Practice Managers, ensuring practices operate cohesively across the organization
- Conduct performance reviews, provide coaching and feedback, and support career development for team members
- Manage day‑to‑day people leadership responsibilities, including workload balancing, goal setting, and fostering a healthy, accountable culture
- Manage relationships with third‑party vendors and contracted service providers to ensure quality and performance
- Work closely with business leaders across functions to ensure ITSM practices support organizational priorities and evolving enterprise needs
- Build, mentor, and lead high‑performing, diverse teams while working transparently and collaboratively with peers
- Engage appropriately with audit, regulatory, risk, and compliance functions to ensure adherence to required controls
- Support governance of disaster recovery, business continuity, and resilience processes
- Oversee budgeting and resource planning for ITSM functions to ensure services are delivered efficiently and cost‑effectively
Requirements
- Post-secondary education in a relevant field such as Computer Science, Information Management, or MIS, or an equivalent combination of training and experience
- A minimum of five years of experience in IT service management or a closely related leadership role
- Strong proficiency with Microsoft Office tools including Word, Excel, PowerPoint, Teams, Project, Visio, and Outlook
- Proven experience leading IT service management functions in a large-scale enterprise environment
- Demonstrated ability to design, implement, and mature IT service management processes and procedures
- Excellent communication, collaboration, and stakeholder engagement skills
- Strong analytical and problem-solving abilities with attention to detail
- Solid understanding of IT infrastructure concepts and industry trends
- Experience working in a large enterprise production environment supporting critical, real-time services
- Experience with Power BI development is an asset
- Deep knowledge of IT service management frameworks and best practices, particularly ITIL
- ITIL certification at the Foundation level or higher is required; additional relevant certifications are considered an asset
- Hands-on experience with ITSM and operational tooling such as ServiceNow, Azure DevOps, or PagerDuty
- Familiarity with monitoring and observability tools such as Splunk, AppDynamics, or similar platforms
- Working knowledge of servers, networks, cloud platforms, and enterprise technologies is an asset.
Benefits
- Comprehensive medical, dental, vision coverage
- Life insurance
- Disability coverage for positions working more than 30 hours per week
- Retirement program with generous matching employer contributions
- Paid vacation, sick days, and holidays
- Paid personal and maternity/parental leaves
- Employee and Family Assistance Program
- Eligible for annual incentive plan and long-term incentive plan
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