Manager, IT Service Management(ITSM)

Confirmed live in the last 24 hours

Gore Mutual Insurance

Cambridge, Ontario, Canada

Hybrid

Posted April 15, 2026

Job Description

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.

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.