City : Toronto

Category : Full time

Industry : Technology & Financial Services

Employer : TMX Group

Venture outside the ordinary - TMX Careers

The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets.  United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.

Ready to be part of the action?

Global Technology Services (GTS) is a foundational division of the TMX organization, empowering internal business lines through technology operations and digital innovation. As a client-centric organization, GTS focuses on building robust technology capabilities, providing effective financial and resource management, and ensuring cost-effective operations. GTS is responsible for the delivery of all technology initiatives and services across TMX.

The IT Service Manager is the custodian of ITIL best practices. You will be responsible for the design, implementation, and governance of IT Operations policies, ensuring that Service Management processes (Incident, Change, Problem, Request, and Configuration) are standardized across the enterprise to co-create value for TMX business units.

This role reports to: Head, Technology Operations

Job Location: Hybrid (2-3 days in office) - based in Toronto, ON.

KEY ACCOUNTABILITIES

• Process Governance & Documentation: Review, develop, and maintain ITSM process documentation aligned with ITIL 4 standards. Identify gaps in existing workflows and create supporting artifacts, including procedures, work instructions, and RACI models.

• Performance Metrics: Establish and document KPI frameworks to measure service performance, ensuring data-driven insights guide operational decisions.

• Subject Matter Expertise: Serve as the enterprise SME for ITSM, advising stakeholders on process improvements and ITIL 4 alignment to promote a culture of continuous service improvement.

• ServiceNow Optimization: Partner with the ServiceNow technical team to ensure platform configurations align with documented processes. Define functional requirements for enhancements and lead User Acceptance Testing (UAT).

• Strategic Collaboration: Work closely with Market/Business Operations and GTS technology teams to ensure efficient, cost-effective support processes and resource engagement.

• Stakeholder Management: Support the leadership team in stakeholder communications and practice development, translating complex business requirements into actionable ITSM designs.

MUST HAVE(S)

• Education: Undergraduate degree in Computer Science or a related technical field.

• Experience: 5+ years of leadership experience in large-scale, mission-critical IT operations 

• Technical Proficiency: Strong understanding of SDLC, ITIL governance frameworks, and enterprise tools (ServiceNow, JIRA, Google Workspace).

• Compliance Focus: Proven experience in policy development, IT audits, change management, and internal controls.

• Soft Skills: Exceptional data analytical skills, result-oriented mindset, and the ability to coach staff while managing multiple high-priority deadlines.

NICE TO HAVE(S)

• Cloud & Infrastructure: General understanding of IaaS, virtualization, Cloud platforms, and containerization.

• Resiliency: Knowledge of High Availability systems, Disaster Recovery, and Business Continuity processes.

• Connectivity & Security: Familiarity with MPLS, BGP, VPN, and Cybersecurity/Information Security processes.

• Leadership: People management experience.

Salary Range: $60.00/hour - $70.00/hour CAD. Please note that the salary range included is a guideline only. The salary offered may vary based on factors, including, but not limited to, the successful candidate’s relevant knowledge, skills, and experience.

The recruiting efforts for this role are intended to fill a vacant position.

In the market for…

Excitement - Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets! Experience the movement of the market while grounded in the stability of close to 200 years of success.

Connection - With site hubs in some of the world’s most multicultural cities, we leverage our size and structure to create rich connections and belonging while experiencing powerful global impact through our work.

Impact - More than a platform, we use our talents to power mission-critical systems that drive global economic advancement, innovation, and growth. As well, our employee-led Team Impact spreads social good via our giving strategy.

Wellness - From empathetic leadership to a culture of flexibility and balance, we believe wellness at work creates the maximum yield and a stronger “we”. Plus, with a cloud-first and hybrid workstyle, as well as generous time-off and leaves, we support a life well lived! 

Growth - From a growth mindset in our work, to expansion in our business, TMX is home to action-takers energized by the achievement of ambitious growth.

Ready to enrich your career with impactful work, leaders who truly care, and the flexibility and programs to help you thrive as part of #TeamTMX ? Apply now.

Please note that our company is not currently sponsoring work permit applications and the applicant must be authorized to work in the country where this position is located. 

TMX is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide accommodations for applicants and employees who require it.