Manager, Global Service & End User Management

Vale•Toronto, ON

93d•$120,000•Hybrid

About The Position

We are currently seeking a Manager, Global Service & End User Management, to join our IT Operations (Run & Maintain) organization, based in Toronto or Sudbury, ON. This is a permanent position with global scope, accountable for the end‑to‑end strategy, governance, and performance of IT service management and end user services across Vale Base Metals. This role provides functional leadership across regions and service partners, ensuring services are delivered consistently, cost‑effectively, and in alignment with business needs—while balancing operational stability (“run”) with continuous service improvement (“improve”). You will report to the Senior Manager, IT Infrastructure & End User Services (Global) and lead a team of ITSM and asset management specialists.

Requirements

11–15 years of experience in IT service management, end user services, or IT operations roles
Proven experience leading global or multi‑region service organizations
Strong background in ITSM frameworks and large‑scale service delivery environments
Demonstrated experience managing vendors, contracts, and service performance at scale
College Diploma in Information Technology or a related field
Equivalent experience considered
Advanced knowledge of IT service management and end user services
Strong understanding of ITIL and service management best practices
Experience leading teams and influencing stakeholders across regions
Strong communication and stakeholder management skills
Ability to operate effectively in high‑pressure, 24x7 operational environments
Structured, analytical, and service‑oriented mindset
Focus on standardization, automation, and continuous improvement

Nice To Haves

ITIL Foundation or higher

Responsibilities

Define and execute the global service management and end user services strategy, aligned to business and technology objectives
Establish service operating models, standards, and performance expectations across regions
Balance day‑to‑day service stability with continuous improvement and transformation initiatives
Govern core ITSM processes including incident, problem, change, request, asset, knowledge, and continuity management
Drive consistent adoption of ITSM practices and tools across the organization
Improve ITSM maturity, automation, and data‑driven decision‑making
Ensure high‑quality delivery of workplace technology and end user services, including service desk, devices, mobility, collaboration tools, and device lifecycle management
Champion users experience improvements while maintaining strong security and cost controls
Establish and monitor SLAs, OLAs, KPIs, and service performance metrics
Act as escalation authority for major incidents and systemic service issues impacting productivity or business continuity
Ensure services comply with technology, cybersecurity, and risk management standards
Govern performance of global service providers and strategic partners
Ensure contract compliance, cost transparency, and continuous service improvement
Manage significant operational spend, typically in the $20M–$40M USD range
Act as a key integration point between IT operations, architecture, cybersecurity, transformation teams, and the business
Ensure service readiness and operational sustainability for new initiatives and platforms

Benefits

Competitive compensation including a variable annual incentive plan
Participation in a competitive Defined Contribution Pension package
Comprehensive benefits package (company paid core coverage, health and dental coverage, flex accounts, disability plans, and optional insurances)
Leave for all of life’s reasons (vacation, personal, sick, parental)
Work culture dedicated to safety, diversity & inclusion, and career growth
Employee Family Assistance Program
Virtual Healthcare online
Online training and career development opportunities

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