IT Managed Services Manager
About The Position
The IT Managed Services Manager is responsible for overseeing the performance, governance, security, and delivery of third-party Managed Service Providers (MSPs) and technology vendors supporting Decisive Dividend Corporation and its operating companies across Canada, the United States, the United Kingdom, and Europe. Serving as the primary liaison between business leaders, operating companies, cybersecurity stakeholders, and external service providers, this role ensures technology services are delivered reliably, securely, cost-effectively, and in alignment with business objectives. The position is accountable for vendor management, service performance, contract oversight, cybersecurity compliance, risk management, and continuous service improvement.
Requirements
- Bachelor's degree in Information Technology, Business, Cybersecurity, or related field.
- 8+ years of progressive IT experience.
- 5+ years managing MSPs, outsourced IT services, or technology vendors preferably globally
- Experience supporting multi-site and multi-country operations.
- Strong understanding of IT service management, cybersecurity, cloud technologies, vendor governance, and contract management.
Responsibilities
- Manage relationships with MSPs and strategic technology vendors.
- Establish and monitor vendor SLAs, KPIs, service quality, and contractual performance.
- Lead regular service reviews, governance meetings, and vendor scorecards.
- Oversee delivery of managed IT services, including service desk, infrastructure, cloud, networking, Microsoft 365, cybersecurity, and end-user support.
- Develop managed IT requirements by vendor, and ensure compliance with corporate cybersecurity policies, regulatory requirements, and vendor security obligations.
- Act as the primary escalation point for major service issues and vendor-related incidents.
- Manage vendor contracts, renewals, budgets, and cost optimization initiatives.
- Lead development of corporate IT framework and policies, proactively identifying and resolving threats
- Support business continuity, disaster recovery, and risk management programs.
- Collaborate with operating company leadership to align technology services with business needs.
- Drive continuous improvement, operational efficiency, and standardization across all operating companies.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
