AltaGas - Sr. Manager, Service Integration

Description

• Promote a culture of service excellence, operational maturity, and innovation.
• Manage all ITSM functions, including Asset, Incident, Problem, and Change Management.
• Ensure compliance with governance, risk, and regulatory requirements.
• Drive continuous improvement initiatives based on analytics, feedback, and industry trends.
• Lead the design, deployment, and enhancement of ITSM processes using ServiceNow.
• Enhance Major IT Incident Response processes and maintain a digital service catalog.
• Oversee ServiceNow configuration, administration, and roadmap to support evolving business needs.
• Develop and execute enterprise-wide ITSM strategy across AltaGas and subsidiaries (Washington Gas, WG Energy, SEMCO).
• Manage integrated monitoring and observability initiatives for proactive issue identification.
• Establish and monitor SLAs, KPIs, and performance metrics to ensure service quality.
• Manage ITSM budgets, including forecasting, cost optimization, and vendor contracts.

Requirements

• Experience managing IT Asset Management processes and tools.
• ITIL V3 Expert or ITIL 4 Managing Professional.
• Strong leadership, communication, and stakeholder management skills.
• ServiceNow certifications are highly valued.
• Hands-on expertise with ServiceNow, including administration, workflow design, and reporting.
• 7+ years in operational/service management roles, including ITSM leadership in large, complex environments and 2+ years supervisory experience.
• Program/project management experience is advantageous.
• Knowledge of integrated IT monitoring tools (e.g., SolarWinds, Ignio) is an asset.
• Financial acumen with experience managing budgets and vendor relationships.
• Familiarity with Lean, Agile, and DevOps principles.
• Proven experience with ITIL frameworks and ITSM best practices.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance