Manager, Global Service & End User Management
Vale Base Metals · Toronto, ON
- On site
- Full-time
- CA$120,000 / year
- Toronto, ON
Job highlights
- Lead global IT service and end user management strategy.
- Govern ITSM processes and drive organizational adoption.
- Ensure high-quality end user and workplace technology delivery.
- Manage vendor performance and operational spend.
- Collaborate across departments for operational success.
About the role
Manager, Global Service & End User Management
We are seeking a Manager, Global Service & End User Management to join our IT Operations (Run & Maintain) organization. This permanent position has a global scope and is accountable for the end‑to‑end strategy, governance, and performance of IT service management and end user services across Vale Base Metals. You will provide functional leadership across regions and service partners, ensuring services are delivered consistently, cost‑effectively, and in alignment with business needs, while balancing operational stability with continuous service improvement. You will report to the Senior Manager, IT Infrastructure & End User Services (Global) and lead a team of ITSM and asset management specialists.
About You
You are a seasoned IT service management leader with a strong understanding of enterprise‑scale IT operations and end user services. You excel at building structure, driving accountability, and improving service performance across complex, multi‑region environments. You are comfortable operating in high‑pressure, customer‑facing environments and are recognized for your ability to work across technology, security, architecture, vendors, and business stakeholders. You bring a disciplined, service‑oriented mindset while continuously looking for opportunities to improve reliability, experience, and cost efficiency.
Key Responsibilities:
- Global Service Management & Strategy: Define and execute the global service management and end user services strategy, aligned to business and technology objectives. Establish service operating models, standards, and performance expectations across regions. Balance day‑to‑day service stability with continuous improvement and transformation initiatives.
- ITSM Process Governance: Govern core ITSM processes including incident, problem, change, request, asset, knowledge, and continuity management. Drive consistent adoption of ITSM practices and tools across the organization. Improve ITSM maturity, automation, and data‑driven decision‑making.
- End User Services: Ensure high‑quality delivery of workplace technology and end user services, including service desk, devices, mobility, collaboration tools, and device lifecycle management. Champion users experience improvements while maintaining strong security and cost controls.
- Performance, Risk & Escalation Management: Establish and monitor SLAs, OLAs, KPIs, and service performance metrics. Act as escalation authority for major incidents and systemic service issues impacting productivity or business continuity. Ensure services comply with technology, cybersecurity, and risk management standards.
- Vendor & Financial Governance: Govern performance of global service providers and strategic partners. Ensure contract compliance, cost transparency, and continuous service improvement. Manage significant operational spend, typically in the $20M–$40M USD range.
- Cross‑Functional Collaboration: Act as a key integration point between IT operations, architecture, cybersecurity, transformation teams, and the business. Ensure service readiness and operational sustainability for new initiatives and platforms.
Experience & Education:
- 11–15 years of experience in IT service management, end user services, or IT operations roles.
- Proven experience leading global or multi‑region service organizations.
- Strong background in ITSM frameworks and large‑scale service delivery environments.
- Demonstrated experience managing vendors, contracts, and service performance at scale.
- College Diploma in Information Technology or a related field (Equivalent experience considered).
- ITIL Foundation Or Higher (Preferred).
Skills:
- Advanced knowledge of IT service management and end user services.
- Strong understanding of ITIL and service management best practices.
- Experience leading teams and influencing stakeholders across regions.
- Strong communication and stakeholder management skills.
- Ability to operate effectively in high‑pressure, 24x7 operational environments.
- Structured, analytical, and service‑oriented mindset.
- Focus on standardization, automation, and continuous improvement.
Key skills/competency:
- IT Service Management
- End User Services
- IT Operations
- ITIL
- Global Strategy
- Vendor Management
- Performance Metrics
- Team Leadership
- Stakeholder Management
- ITSM Governance
Skills & topics
- Manager
- Global Service
- End User Management
- IT Service Management
- IT Operations
- ITIL
- IT Governance
- Vendor Management
- Team Leadership
- Mining Industry
How to get hired
- Customize your resume: Highlight experience in global IT service management, end user services, and ITSM frameworks. Quantify achievements in vendor management and operational spend to align with the Manager, Global Service & End User Management role.
- Showcase leadership: Emphasize your experience leading multi-region teams and influencing diverse stakeholders in your application and during interviews.
- Demonstrate ITSM expertise: Detail your proficiency with ITSM processes (incident, problem, change, request, asset, knowledge) and ITIL best practices, including any relevant certifications.
- Prepare for technical and behavioral questions: Be ready to discuss strategies for improving service performance, managing vendors, and handling high-pressure situations.
- Research Vale Base Metals: Understand their mission, values, and commitment to safety, diversity, and sustainable development to articulate your fit during the hiring process.
Technical preparation
Master ITSM frameworks like ITIL.,Understand end-user computing and cloud technologies.,Prepare to discuss service delivery metrics.,Review IT infrastructure and cybersecurity basics.
Behavioral questions
Describe managing global teams and stakeholders.,How do you balance stability and improvement?,Share an experience managing critical vendor relationships.,How do you handle high-pressure operational issues?
Frequently asked questions
- What are the primary responsibilities of the Manager, Global Service & End User Management at Vale Base Metals?
- The Manager, Global Service & End User Management at Vale Base Metals is responsible for defining and executing the global strategy for IT service management and end user services. This includes governing ITSM processes, ensuring high-quality delivery of workplace technology, managing vendor performance, and fostering cross-functional collaboration to enhance operational stability and continuous improvement.
- What is the required experience for the Manager, Global Service & End User Management role at Vale Base Metals?
- The role requires 11-15 years of experience in IT service management, end user services, or IT operations. Proven experience leading global or multi-region service organizations, strong ITSM framework knowledge, and experience managing vendors and service performance at scale are essential. A College Diploma in IT or a related field is also typically required, though equivalent experience may be considered.
- What are the preferred certifications for this IT management position at Vale Base Metals?
- While not strictly mandatory, ITIL Foundation or higher certification is preferred for the Manager, Global Service & End User Management role. This certification demonstrates a strong understanding of IT service management best practices, which is crucial for success in this position.
- How does Vale Base Metals approach employee development for roles like Manager, Global Service & End User Management?
- Vale Base Metals is committed to employee growth and offers online training and career development opportunities. For management roles like the Manager, Global Service & End User Management, this includes opportunities to expand leadership skills, deepen technical expertise in IT service management, and gain global operational experience.
- What is the typical work arrangement for the Manager, Global Service & End User Management at Vale Base Metals?
- The Manager, Global Service & End User Management position is based in Toronto or Sudbury, ON, and has a global scope. While specific details on hybrid or remote work are not provided, the description suggests a permanent, full-time role requiring significant leadership and operational oversight, potentially involving on-site presence or a hybrid model.
- What is the salary range for the Manager, Global Service & End User Management at Vale Base Metals?
- The job posting indicates a minimum starting salary of CAD $120,000 for this position. The company also offers a competitive compensation package, including a variable annual incentive plan and comprehensive benefits.
- How does Vale Base Metals use AI in its hiring process for this Manager role?
- Vale Base Metals utilizes artificial intelligence to screen, assess, and/or select applicants for positions, including the Manager, Global Service & End User Management role. This means that your application, resume, and potentially initial assessments may be processed by AI tools.