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Service Management Jobs in Pickering, ON (NOW HIRING)

Somerville Auto Group

Service Manager

Toronto, ON

  • Medical

  • Dental

  • Vision

  • PTO

Outstanding communication skills, excellent customer service, and time management. * G license with a clean driver's record. * CDK Knowledge (an asset) Compensation & Benefits: * Competitive salary ...

Somerville Auto Group

Service Manager

Toronto, ON · On-site

  • Medical

  • Dental

  • Vision

  • PTO

Outstanding communication skills, excellent customer service, and time management. * G license with a clean driver's record. * CDK Knowledge (an asset) Compensation & Benefits: * Competitive salary ...

United Rentals

Service Manager

Etobicoke, ON · On-site

CA$79K - CA$113K/yr

  • Medical

  • PTO

... management. **What you'll do:** Motivate, coach and train technicians to exceed time & quality ... all service and maintenance performance metrics Oversee parts department activities, to ensure ...

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All JobsService Management JobsService Management Jobs in Pickering, ON

Service Management information

See Pickering, ON salary details

$19.4K

$51.1K

$112.8K

How much do service management jobs pay per year?

As of Aug 17, 2026, the average yearly pay for service management in Pickering, ON is $51,075.00, according to ZipRecruiter salary data. Most workers in this role earn between $34,454.00 and $53,805.00 per year, depending on experience, location, and employer.

What is service management?

Service management is a set of specialized organizational capabilities for delivering value to customers in the form of services. It focuses on designing, delivering, managing, and improving the way IT and non-IT services are provided to meet business needs. Service management involves processes like incident management, change management, and service desk support, ensuring services are reliable, efficient, and aligned with customer expectations. It is commonly associated with frameworks such as ITIL (Information Technology Infrastructure Library).

What are the key skills and qualifications needed to thrive in service management, and why are they important?

To thrive in Service Management, you need strong organizational skills, a solid understanding of IT service delivery frameworks (such as ITIL), and relevant experience in managing service operations. Familiarity with service management tools like ServiceNow, ITIL certifications, and knowledge of ticketing systems are commonly required. Excellent communication, problem-solving abilities, and customer-oriented mindset help foster collaboration and ensure high customer satisfaction. These skills are critical for maintaining efficient service delivery, resolving issues quickly, and consistently meeting business and client expectations.

What are some typical challenges faced in a service management role, and how can they be addressed?

In a Service Management role, professionals often encounter challenges like managing customer expectations, coordinating between multiple teams, and ensuring consistent service delivery. Balancing urgent incident responses with longer-term process improvements can also be demanding. To address these challenges, clear communication, strong organizational skills, and adopting IT service management frameworks like ITIL are essential. Regular collaboration with technical teams and stakeholders helps ensure alignment and continuous improvement in service quality.

What is the difference between Service Management vs Customer Support Specialist?

AspectService ManagementCustomer Support Specialist
Required CredentialsCertifications like ITIL, PMP often preferredCustomer service training, sometimes certifications like HDI or CSAT
Work EnvironmentTypically in IT, telecom, or service industries managing processesCustomer service centers, call centers, or online support
Employer & Industry UsageUsed across IT, telecom, healthcare, and service sectorsPrimarily in retail, tech, and service industries
Common Search & Comparison IntentUnderstanding process management and service deliveryAssisting customers and resolving issues

Service Management focuses on overseeing and improving service delivery processes, often requiring certifications like ITIL. Customer Support Specialists handle direct customer interactions, resolving issues and providing assistance. While both roles aim to enhance customer satisfaction, Service Management is more process-oriented, whereas Customer Support is more customer-facing.

What are popular job titles related to Service Management jobs in Pickering, ON?

For Service Management jobs in Pickering, ON, the most frequently searched job titles are:

What job categories do people searching Service Management jobs in Pickering, ON look for?

The top searched job categories for Service Management jobs in Pickering, ON are:

Service Management jobs near you
Infographic showing various Service Management job openings in Pickering, ON as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 23% Part Time, and 3% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $51,075 per year, or $24.6 per hour.

IT Service Management Lead/Analyst

Amica Senior Lifestyles

Toronto, ON

CA$72K - CA$91K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 10 days ago

Job description

Job Description

IT Service Management Lead/Analyst

Amica Support Office

Full-Time Contract (12 months)

Amica embraces pay- for- performance compensation philosophy and offers a competitive total compensation package designed to reward performance. 

Expected Salary Range :$72,000 - $91,000

Benefits: Comprehensive health, dental, and vision coverage, retirement plan contributions, disability, and employee wellness programs. Vacation: Generous annual vacation entitlement, aligned with company policy. 

Compensation is determined based on skills, experience, and qualifications. Candidates whose experience surpasses the expectations for this role may be eligible for compensation above the advertised range. 

Our busy office in downtown Toronto is seeking an IT Service Management Lead/Analyst. Reporting to the Senior Manager, IT Service Delivery, the successful candidate will; administer, manage and support Amica's ServiceNow platform and will lead the ITSM operational governance.  The candidate will need to be detail-oriented, technically sound with a focus on processes, continuous service improvement and customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES (not limited to):

  • ServiceNow Administration/Development
  • SME for all requests or incidents related to ServiceNow.
  • Provide application troubleshooting and support.
  • Manage all ServiceNow upgrades to maintain N-1 compliance via the change management process.
  • Perform base ServiceNow administration. Manage external support vendors.
  • Perform enhancements to improve end user experience.
  • Work toward having ServiceNow being the main interface for the business to engage IT services.
  • Manage the IT and end user knowledge bases.
  • Manage all projects related to ServiceNow including external application integrations with ServiceNow.
  • Perform analysis/continuous service improvements on existing processes, workflows, etc. and implement changes/improvements.
  • Maintain/create configuration items, approval workflows, templates, tables, assignment groups, portal enhancements, etc., based on best practice.
  • Maintain/create all ServiceNow reports and dashboards.
  • Maintain proper license compliance.
  • Create/maintain customer surveys and report on CSAT results.
  • Perform analysis on processes outside of ServiceNow to determine if they should be moved into the platform. Business case and managing the implementation.
  • Perform consulting services/education to other departments or users related to the use or functionality of ServiceNow.
  • Development - create and implement new or enhanced forms, workflows, approvals, in the ServiceNow platform.
  • Perform integrations between ServiceNow and other systems as required.
  • IT Service Management
  • Document and maintain IT Service Management Governance
  • Perform consulting services/education to other departments or users related to ITSM.
  • Change Management
    • Maintain governance policy and procedures.
    • Chair Weekly Change Advisory Board Meeting.
    • Report on weekly approved and unapproved changes.
    • Report on Change Success and failures.
    • Engage teams for review on failed changes.
    • Create/maintain standard, normal, and emergency change process and templates.
  • Problem Management
    • Vendor management
    • Preform RCAs on all P1 incidents.
    • Report on all RCA status
    • Perform trend analysis on incidents and proactively raise Problem tickets to perform RCA.
  • Incident and Request Management
    • Deliver aging ticket reporting and work with teams to reduce volumes which will drive customer satisfaction.
    • Monitor ticket approvals to and engage/report where required to avoid delays in fulfilment.
  • Service Level Management
    • Maintain SLAs in ServiceNow.
    • Create reporting based on key SLAs.
    • Create the ability to report on key business application availability.
    • Chari IT aging ticket review meetings.
    • Follow up with resolvers on aging tickets.
    • Follow up with ticket approvers on aging request approvals to improve service delivery times.

 

EDUCATION & EXPERIENCE REQUIRED

  • Bachelor's degree or college diploma in information systems support or related field from an accredited college or university.
  • Minimum of 3 years of related experience administering ServiceNow.
  • Minimum of 3 years of related development experience in ServiceNow
  • ITIL foundations V3 or higher certified.
  • Experienced working within and managing IT service management disciplines - Change Management, Problem Management, Incident Management, Service Request Management, Service Level management.
  • Experience with managing projects end to end. Experienced with the practices and principles of project management.
  • Experienced with gathering business requirements and translating them into IT deliverables.
  • Ability to effectively function in a fast-paced, mission critical technology support environment.
  • Excellent communication skills to convey information clearly and effectively to a variety of people including non-technical end-users, executives, IT professionals, vendors, etc.
  • Strong problem-solving skills. Experience working with IT professionals from multiple disciplines.
  • Strong understanding of processes and workflows and operationalizing them.
  • Read and interpret technical documents common to this environment.
  • Strong problem-solving skills to separate problems into individual components, systematically eliminating possible causes until a resolution is reached.
  • Efficient prioritization of tasks.
  • Ability to establish and maintain positive, effective working relationships with users, co-workers, and vendors.
  • Ability to function effectively as a member of a team of technology professionals.
  • Demonstrated ability to successfully manage multiple technology-related tasks and/or projects.
  • Focus on customer support and satisfaction.
Employment Type: OTHER

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