IT Services Manager

Job summary

Lead and govern core ITSM processes and manage operational interfaces with multiple global IT service providers. Drive continuous improvement using Lean IT principles and govern ITSM automation within ServiceNow.

Job details

Ready to build a rewarding career in an industry that is growing? Who We Are We are a global mining company dedicated to safely delivering nickel, copper, cobalt, and platinum group metals essential for the world’s energy transition. Our mission is to improve lives and shape a better future together. From utensils to cellphones to satellites, our operations simplify daily life and enhance connectivity. Our metals are integral to life-saving medical equipment and the electric vehicles driving the fight against climate change – our work truly matters. Join our diverse team of 15,000 talented individuals committed to transforming critical minerals into prosperity and sustainable development in countries like Canada, Brazil, Indonesia, the United Kingdom, and Japan. We invite you to use your skills with us and contribute to something meaningful and enduring. The Opportunity We are currently seeking an IT Services Manager to join our Information Technology (IT) organization, based in Toronto/Sudbury ON, CA or possibility to work from Nova Lima, Brazil. This is a key role responsible for the operational management and continuous optimization of corporate IT services in a highly outsourced, multi-vendor environment. This position ensures reliable, efficient, and standardized IT delivery while driving continuous improvement across service management processes. You will report to the GM Brazil and Global Services and lead a team of IT service management professionals, working closely with multiple global vendors and internal stakeholders. About You You are an experienced IT service management professional with a strong background in IT operations, ITSM processes, and vendor governance. You thrive in structured environments and are passionate about driving service excellence, operational discipline, and continuous improvement. You are comfortable navigating complex ecosystems involving multiple stakeholders, vendors, and technologies. With a strong Lean / Lean IT mindset, you continuously seek to simplify processes, eliminate inefficiencies, and improve service delivery outcomes. You are recognized for your ability to lead under pressure, communicate clearly across technical and business teams, and bring a data-driven, service-oriented approach to managing IT operations. In this role you will: Service Management & ITSM Lead and govern core ITSM processes including Incident, Request, Change, Problem, Knowledge, and Configuration Management Ensure adherence to defined workflows, policies, and governance standards Coordinate major incident and crisis management, ensuring structured communication and resolution Vendor & Operational Management Act as the primary operational interface with multiple IT service providers Monitor SLAs, deliverables, backlog, and service performance Lead operational governance routines (weekly/monthly reviews) Escalate risks and systemic issues to appropriate governance levels Lean IT & Process Optimization Apply Lean / Lean IT principles to improve ITSM processes Reduce waste, streamline workflows, and improve service lead times Conduct Value Stream Mapping and lead continuous improvement initiatives (Kaizen, PDCA cycles) ServiceNow & Automation Govern ITSM processes within ServiceNow, ensuring standardization and automation Leverage dashboards and metrics for operational visibility and decision-making Drive automation and simplification of workflows Performance & Metrics Management Monitor and analyze KPIs, SLAs, and operational metrics (lead time, aging, incident trends) Provide actionable insights and reporting to leadership Proactively identify and address service performance risks Governance & Continuous Improvement Promote a culture of operational discipline, accountability, and continuous improvement Serve as a key liaison between IT, business teams, and vendors Support adoption of ITIL, ITSM, and Lean IT best practices across the organization Experience & Education 8–10 years of experience in IT service management or IT operations Proven experience working in multi-vendor, outsourced environments Strong understanding of ITSM frameworks and service delivery models College Diploma in Information Technology or a related field Equivalent experience will be considered Certifications ITIL® Foundation (preferred) Lean Six Sigma (Black Belt), COBIT, or ISO/IEC 20000 (desirable) Skills: Strong knowledge of IT service management and ITIL practices Experience with ServiceNow and ITSM tools Proven ability to manage vendors and service performance Strong analytical and problem-solving skills Ability to lead process optimization and automation initiatives Excellent communication and stakeholder management skills Structured, disciplined, and resilient under pressure Continuous improvement mindset with a focus on efficiency and service quality What We Offer You 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 Why Toronto Toronto, Canada’s largest city and financial hub, is a center of innovation, commerce, and culture. Known for its diverse economy and vibrant urban environment, Toronto offers unparalleled access to talent, technology, and global connectivity. Our Toronto office serves as a strategic hub for corporate functions, technology development, and business operations. Here, we drive initiatives that support Vale Base Metals’ global operations, leveraging advanced analytics, digital transformation, and strategic planning to ensure operational excellence across all regions. Toronto’s dynamic ecosystem enables collaboration with leading technology partners, universities, and research institutions, fostering innovation in mining and metals processing. This location is integral to shaping the future of sustainable mining and advancing our commitment to responsible resource development. Why Sudbury Greater Sudbury is a vibrant city in northeastern Ontario, renowned for its rich mining history and significant role in Canada's mineral production. The city sits atop one of the world's largest and oldest meteorite impact sites, the Sudbury Basin, which is exceptionally rich in nickel, copper, and other critical minerals that are needed for the green economy. The mining sector is a cornerstone of Sudbury's economy, driving both employment and economic growth, and Vale Base Metals plays a pivotal role in this regard. Our commitment to the community is as deep as our mines. Include to Transform At Vale Base Metals, we are committed to ensuring an inclusive work environment where people feel comfortable to be themselves. Vale encourages everyone to express their ideas and opinions and values the plurality of individual profiles. We want our people to feel that all. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are critical to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation, or any other personal consideration that makes us different. Vale is an equal opportunity employer seeking to increase diversity across our operations and improve equal opportunity at Vale and in the mining industry. Accommodation is available throughout our recruitment process for applicants with disabilities. Vale uses artificial intelligence to screen, assess, and/or select applicants for this position. Pay Grade: GRG Minimum Starting Salary: CAD $130000 Apply by: Friday, Jun 05, 2026 #ValeBaseMetals

What you’ll do

Lead and govern core ITSM processes and manage operational interfaces with multiple global IT service providers. Drive continuous improvement using Lean IT principles and govern ITSM automation within ServiceNow.

Requirements

Requires 8-10 years of experience in IT service management or operations, preferably in multi-vendor outsourced environments. A college diploma in IT or a related field is required, with ITIL or Lean Six Sigma certifications preferred.

Benefits

• Variable Annual Incentive Plan
• Defined Contribution Pension Package
• Health Coverage
• Dental Coverage
• Flex Accounts
• Disability Plans
• Optional Insurances
• Vacation Leave
• Personal Leave
• Sick Leave
• Parental Leave
• Employee Family Assistance Program
• Virtual Healthcare
• Online Training and Career Development

Listed skills

• management · Preferred
• Lean · Preferred
• Continuous Improvement · Preferred
• Development · Preferred
• Process · Preferred
• Communication · Preferred
• Dedicated · Preferred
• discipline · Preferred
• future · Preferred
• Health · Preferred
• Organization · Preferred
• Process Optimization · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Management
• ITIL Practices
• ServiceNow
• Vendor Management
• Process Optimization
• Automation Initiatives
• Analytical Skills
• Problem-solving Skills
• Stakeholder Management
• Lean IT
• Operational Discipline
• Service Quality Management

Job areas

• Technology
• Management & Leadership
• Manufacturing
• Energy
• Data & Analytics

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