Manager, Global Service & End User Management

Ready to build a rewarding career in an industry that is growing?

Who We Are

We are a global mining company dedicated to safely delivering nickel, copper, cobalt, and platinum group metals essential for the world’s energy transition.

Our mission is to improve lives and shape a better future together.

From utensils to cellphones to satellites, our operations simplify daily life and enhance connectivity. Our metals are integral to life-saving medical equipment and the electric vehicles driving the fight against climate change – our work truly matters.

Join our diverse team of 15,000 talented individuals committed to transforming critical minerals into prosperity and sustainable development in countries like Canada, Brazil, Indonesia, the United Kingdom, and Japan. We invite you to use your skills with us and contribute to something meaningful and enduring.

The Opportunity

We are currently seeking a Manager, Global Service & End User Management, to join our IT Operations (Run & Maintain) organization, based in Toronto or Sudbury, ON.

This is a permanent position with global scope, accountable for the end‑to‑end strategy, governance, and performance of IT service management and end user services across Vale Base Metals.

This role provides functional leadership across regions and service partners, ensuring services are delivered consistently, cost‑effectively, and in alignment with business needs - while balancing operational stability (“run”) with continuous service improvement (“improve”). 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:

In This Role, You Will

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

Certifications

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

What We Offer You

• Competitive compensation including a variable annual incentive plan
• Participation in a competitive Defined Contribution Pension package 
• Comprehensive benefits package (company paid core coverage, health and dental coverage, flex accounts, disability plans, and optional insurances)
• Leave for all of life’s reasons (vacation, personal, sick, parental)
• Work culture dedicated to safety, diversity & inclusion, and career growth
• Employee Family Assistance Program
• Virtual Healthcare online
• Online training and career development opportunities

Why Toronto

Toronto, Canada’s largest city and financial hub, is a center of innovation, commerce, and culture. Known for its diverse economy and vibrant urban environment, Toronto offers unparalleled access to talent, technology, and global connectivity.

Our Toronto office serves as a strategic hub for corporate functions, technology development, and business operations. Here, we drive initiatives that support Vale Base Metals’ global operations, leveraging advanced analytics, digital transformation, and strategic planning to ensure operational excellence across all regions.

Toronto’s dynamic ecosystem enables collaboration with leading technology partners, universities, and research institutions, fostering innovation in mining and metals processing. This location is integral to shaping the future of sustainable mining and advancing our commitment to responsible resource development.

Why Sudbury

Greater Sudbury is a vibrant city in northeastern Ontario, renowned for its rich mining history and significant role in Canada's mineral production. The city sits atop one of the world's largest and oldest meteorite impact sites, the Sudbury Basin, which is exceptionally rich in nickel, copper, and other critical minerals that are needed for the green economy. The mining sector is a cornerstone of Sudbury's economy, driving both employment and economic growth, and Vale Base Metals plays a pivotal role in this regard. Our commitment to the community is as deep as our mines.

Include to Transform

At Vale Base Metals, we are committed to ensuring an inclusive work environment where people feel comfortable to be themselves. Vale encourages everyone to express their ideas and opinions and values the plurality of individual profiles. We want our people to feel that all.

We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are critical to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation, or any other personal consideration that makes us different.

Vale is an equal opportunity employer seeking to increase diversity across our operations and improve equal opportunity at Vale and in the mining industry.

Accommodation is available throughout our recruitment process for applicants with disabilities.

Vale uses artificial intelligence to screen, assess, and/or select applicants for this position.

Pay Grade:  GRH

Minimum Starting Salary: CAD $120000

Apply by:  Friday, May 29, 2026

#ValeBaseMetals