Manager, IT Service Management(ITSM)

Gore Mutual Insurance • Cambridge, ON

34d • Hybrid

About The Position

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.

Requirements

• 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

Responsibilities

• Manage a Team of Incident and Problem Management Specialists
• Responsible for the Development, Implementation and Governance of the core ITSM processes
• TSM Strategy, Roadmap, and Governance
• Cross‑Functional Leadership and Enterprise Coordination
• Performance Management, Metrics, and Executive Reporting

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree