Manager, IT Service Management(ITSM)

At Gore Mutual weve always set ourselves apart as a modern mutual that does good. Now were proudly building on that legacy to transform our companyand our industryfor the better.

Effective January 1 2026 Gore has joined Benevathe countrys largest mutual insurance companyas part of its Property & Casualty operations in Ontario and Western Canada. During 2026 Gore will combine its operations with Unica Insurance Benevas 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 theendtoendleadership governance and continuous improvement of core ITSM processes includingIncident Problem Change Request Knowledge and Event Management. This role reports into Director ITSM & Service Management.

This role serves as both anoperational 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 datadriveninsights. The role works extensively across Technology and Business teams providingenterpriselevelcoordination 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.
• Ensureappropriate oncall after hours and weekend coverage for major incidents and critical services.
• Build cross training and succession capability to support service continuity.

Responsiblefor the Development Implementation and Governance of thecore ITSMprocesses

• 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 Managementpracticesincludingchangelifecycle 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 andmulti yearroadmap 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.
• Identifyimprovement opportunities based on performance data lessons learned and emerging best practices.

CrossFunctionalLeadership 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.

PerformanceManagement Metrics and Executive Reporting

• Define monitor andreportITSM KPIs and KRIsacross all ITSM capabilities.
• Produceenterpriseleveldashboards and executive reportingcovering service performance risk indicators trends and improvement initiatives.
• Present insights findings and recommendations to senior and executive leadership.
• Use data to drivefactbaseddecisions 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 writtenand 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

#LI-Hybrid

The expected base salary range for this position is $118500 - $168500. 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 Mutuals 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 rangereflects 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 usand 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.