Infrastructure Ontario (IO), an Ontario crown corporation, provides a wide range of services to support the Ontario government’s initiative to modernize and maximize the value of public infrastructure and realty. IO has been recognized domestically and internationally for the way it does business and the success it has had with its major projects, real estate services, infrastructure lending, commercial projects, and development mandate. IO delivers some of the most complex, ambitious commercial and land development solutions for the Province and continues to evolve and expand its capabilities to maximize its public impact and deliver on its vision of creating a connected, modern and competitive Ontario.

Position Purpose:
We are seeking a strategic and operational leader to oversee Service Management at IO. This role includes direct accountability and oversight of managed service providers, balancing day-to-day operations with the development of a strategic roadmap based on ITSM constructs. You will define and implement a modernization strategy to drive adoption of service management best practices, including a blueprint for Service Operations tooling.

What You Will Do:

• Lead ITSM practices including Incident, Change, Problem, Event, Knowledge, Service Catalogue, Configuration Management, Monitoring and Observability.
• Implement, enhance and govern ITSM Platform and integrate ITOM capabilities.
• Drive continuous service improvement and cross-functional collaboration.
• Align service delivery plans with business objectives and manage a high-performing team.
• Define and implement ITIL-based processes and modernization strategies.
• Provide KPI-based reporting and act as Incident Commander during major events.
• Manage centralized communications and deliver insights for resolution and performance.

What We Are Looking For:

• Demonstrated learning in ITSM platforms, process optimization, and service delivery.
• Proven experience in IT end-user support and business applications.
• Experience leading ITSM teams and managing service delivery operations.
• Certifications such as ITIL v3 (required); Scrum, Change Management, Communications (assets).
• Strong communication skills with a customer service orientation.
• Excellent planning, organizational, and facilitation abilities.
• Innovative mindset with resilience under pressure.
• Ability to build professional relationships and foster collaboration.

What We Offer:

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• A defined contribution pension plan, where IO contributes the equivalent of 5% of a full-time employee’s annual salary, with an option for IO to match an additional 5% contribution made by the employee. IO also offers a Group Retirement Savings Plan and Group Tax Free Savings Account, designed to help IO colleagues plan and save for their future.
• A comprehensive package that covers health, dental, vision, out-of-country care, paramedical services, and more.
• A pregnancy and parental leave program that offers expecting, eligible employees a top-up to 95% of their annual base salary for 31 weeks, and our parental leave program offers eligible employees a top-up to 95% of their annual base salary for 15 weeks.
• Access to our $1000 Healthcare Spending Account to top up expenses not covered in the benefits program and a Lifestyle Account that expands the eligibility of health and wellness options and can include coverage for gym memberships and fitness equipment, nutrition counselling or financial planning.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being. IO will also cover the costs associated with up to two membership and license fees per year for eligible colleagues if directly related to the employee’s role.
• Access to a suite of virtual healthcare options to support non-urgent medical needs.
• A convenient, central location at 1 Dundas St West, easily accessible by public transit.

We offer a competitive salary range of $120,500 to $180,800 (M3 level), pay will align with skills, knowledge and experience of the candidate.

This posting will close on October 14, 2025 at 2:00 pm.

Interviews will occur on a rolling basis until the role is filled.

After reviewing the qualifications listed above, we want you to know that we understand you may not meet all the qualifications described, but still encourage you to apply, as you may have other relevant expertise and experience that you can bring to the role.

At Infrastructure Ontario, we strive to create a culture that encourages a diverse equitable and inclusive environment that fosters belonging. We believe that experience comes in many forms and through learning from each others’ differences and perspectives gives us strength. We are committed to enhancing our culture and encourage applications from all walks of life. Let us know if you require any accommodations for the selection process, by contacting the Talent Acquisition Team.

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience will be taken into consideration as applicable to the posted position.

At Infrastructure Ontario, we use AI in our applicant tracking system to improve the efficiency and fairness of recruitment. Your application will be reviewed by both AI and our hiring team for a thorough evaluation. Please note that final hiring decisions are made solely by our experienced hiring team.