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Added 3 mins ago
Talent and Business Operations Manager, Stores
sephora.com
Kitchener, ON
Full-time
As the next Manager of Store Operations and Talent at Sephora, you will lead the people and operational functions of your store. In this key leadership role, you’ll oversee staffing and…
Added 18 mins ago
(CAN) Consumables Associate
Walmart Canada
North Vancouver, BC
Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 18 mins ago
(CAN) Consumables Associate
Walmart Canada
Squamish, BC
Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 18 mins ago
Director, Financial Institutions Group, Business Banking
TD
Toronto, ON
Full-time
…candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational…
Added 18 mins ago
Community Outreach Worker - Opioid Use Disorder Treatment - Mental Health and Addictions
Nova Scotia Health and IWK Health
Kentville, NS
Reporting to the Manager - Adult Outpatient, Mental Health & Addictions, the Community Outreach Worker (COW) provides a range of clinical services to adults and their families affected by…
Added 33 mins ago
Senior Account Manager
Tiller Digital
Calgary, AB
Full-time
SENIOR ACCOUNT MANAGER | Full-time, permanent
Added 33 mins ago
Parts Person
Brandt Group of Companies
Fort Nelson 2, BC
Full-time
Brandt is currently seeking a Parts Person for our Fort Nelson Construction and Forestry location. The Parts Person is responsible for aiding customers in finding necessary parts, offering…
Added 33 mins ago
Health and Beauty Team Associate
Walmart Canada
Lethbridge, AB
Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 33 mins ago
Manager, Collections
Rogers Bank
Vaughan, ON
Full-time
15-minute phone screen with your recruiter, an interview with Hiring Manager, a final round virtual interview with Director of the team. Best of luck!
Added 33 mins ago
Manager, Collections
Rogers Bank
Markham, ON
Full-time
15-minute phone screen with your recruiter, an interview with Hiring Manager, a final round virtual interview with Director of the team. Best of luck!
Added 33 mins ago
Territory Manager - Underground & Tree Care Products
Brandt Group of Companies
Surrey, BC
Full-time
Brandt is currently seeking a Territory Manager – Underground & Tree Care Products for our Surrey location. The Territory Manager role will drive sales of Ditch Witch trenchers/plows,…
Added 33 mins ago
Manager, Workforce Development
John Howard Society of Victoria
Victoria, BC
Full-time
John Howard Society of Victoria is seeking a passionate, innovative, and results-driven Manager, Workforce Development to lead our employment and workforce development services.
Added 33 mins ago
Lead Cook
Aramark Canada
Bible Hill, NS
Full-time
Experience in leadership role, either individual contributor or people manager an asset
Added 49 mins ago
Part-Time Floor Manager - Square One
Lisa Gozlan
Mississauga, ON
Part-time
Lisa Gozlan Jewelry is seeking a passionate and customer-focused Floor Manager to oversee the daily operations of our sales floor at our Square One location.
Added 49 mins ago
Office Manager (Toronto)
Magnific
Toronto, ON
Full-time
We’re looking for an Office Manager to take ownership of the day-to-day operations of our Toronto office and help create a welcoming, organized and inspiring workplace for everyone at…
Added 1 hour ago
Service Technician - Field
Brandt Group of Companies
Grand Falls-Windsor, NL
Full-time
Operate within budgets and approvals established by the Service Manager.
Added 1 hour ago
Member of Technical Staff 2
Nutanix Indonesia
Vancouver, BC
$103,000 to $155,000 CAD / year
Full-time
…team-specific guidance and norms will be provided by the hiring…
Added 1 hour ago
Technical Account Manager (SFP)
Apex Systems
Toronto, ON
$60 to $70 USD / hour
Full-time
…opening in the Online Retail space for a Technical Account Manager with 3-5 years in a similar role with a strong understanding in API payloads, experience working with SAS solutions and a…
Added 1 hour ago
Infrastructure Project Manager
Apex Systems
Toronto, ON
$82 USD / hour
Full-time
Apex Systems is a global IT services provider and our staffing practice has an opening for an Infrastructure Project Manager where you will play a pivotal role in driving the migration of…
Added 1 hour ago
CE Operator Technician - Night shift
Apex Systems
Toronto, ON
$40 to $50 USD / hour
Full-time
One interview with the Hiring Manager (1 hour).
Added 1 hour ago
Project Manager - Business Separation / Divestiture (M&A)
Apex Systems
Toronto, ON
$75 to $80 USD / hour
Contract
Work Location: Hybrid 2-3 days/week, Downtown Toronto
Added 1 hour ago
Outside Sales Specialist
FASTSIGNS Parker/Castle Rock
London, ON
Full-time
Serve as a backup for answering the phone when the Franchisee, manager, and sales/service employees are occupied with other customers.
Added 1 hour ago
Production Specialist
FASTSIGNS Parker/Castle Rock
Brampton, ON
Full-time
Report inventory levels and stock to be reordered to the center manager/production manager or franchisee.
Added 1 hour ago
Technical Program Product Manager - Technical Program Product Manager III
Apex Systems
Vancouver, BC
$51 to $61 USD / hour
Full-time
Location: Vancouver, British Columbia (Onsite)
Added 1 hour ago
Responsable de Production - Production Manager
Outpost VFX
Montreal, QC
Full-time

Worley

Manager II, IT Business Operations

Toronto, ON, Canada
Vancouver, BC, Canada
Calgary, AB, Canada

Job type: Full-time
Posting language: English
Posted: Sep 22, 2026

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Original job description

About us

Worley is a global company of energy, chemicals and resources experts headquartered in Australia. We partner with our customers to deliver projects and create value across the life of their assets. We specialize in consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating complexity as they meet today's needs and transition to more sustainable solutions.

Purpose:

The Senior Major Incident Manager holds global ownership and authority for enterprise major incident governance across all operational regions on a 24/7/365 basis. Reporting to the Director of Service Management, this role serves as the ultimate authority for commanding high-impact P1/P2 outages and service degradations within our enterprise IT environment. Based in the Americas, India or Australia, she/he will lead direct reports in international time zones to maintain a unified, round-the-clock crisis response framework. She/he will leverage deep expertise in Managed Service Provider (MSP) governance and vendor management to drive immediate accountability, protecting enterprise uptime during our digital transformation.This full-time position offers flexibility in location across the Americas and APAC regions, allowing the successful candidate to be based at any Worley office within those regions. The role follows a hybrid work model, with an expectation of three days per week in the office.

Responsibilities:

Governance: Own, define, and enforce the global major incident policy across the enterprise.
MSP & Vendor Escalation: Act as the senior escalation point for external suppliers, holding MSPs and third-party vendors strictly accountable to contractual SLAs and MTTR targets during live incidents.
Multi-Vendor Orchestration: Command high-severity restoration calls, seamlessly driving alignment and technical collaboration between internal squads, cloud providers, and legacy MSP technical teams.
Global Team Leadership: Direct, mentor, and align Incident Managers across international time zones to ensure seamless handoffs and standardized execution of the major incident playbook.
ServiceNow Workbench Ownership: Leverage ServiceNow’s Major Incident Management workbench to trigger automated notifications, track resolver engagement, and document restoration workflows in real time.
Executive Communications: Author and distribute transparent, business-focused incident updates and impact statements to global leadership under strict time-to-communicate deadlines.
Post-Incident Review (PIR): Engage in cross-functional post-incident investigations with vendors and internal teams to map accurate Configuration Items (CIs) in ServiceNow, identify root causes, and prevent recurrence.
Monthly Leadership Reporting: Prepare and present monthly operational performance reports to Digital leadership, using advanced ITIL Operational framework metrics to develop trends and provide insights into performance.
Success Measures
MIM Actionable CMDB Utilization: High reliance on the CMDB during active bridge calls, enabling rapid impact assessment and accelerating technical troubleshooting.
Rapid Incident-to-Catalog Throughput: Seamless routing of complex major incident workarounds into predefined service request models, accelerating regular request handling speeds and user service restoration post outage.
Incident Data Migration Readiness: Production of clean, standardized major incident records and resolution codes in ServiceNow, lowering data platform overhead and preparing operational datasets for future cloud native reporting tools.
Cross-Domain Incident Alignment: Highly effective emergency collaboration and structured escalation paths established across global End User Services, Platforms, Applications, Information Security, and Network domains.

What you will bring

Technical/Industry Experience and Qualifications Requirements:

Overall IT Experience: Minimum 7+ years of experience working in large-scale enterprise IT operations or infrastructure.
MIM Core Experience: Minimum 4+ years specifically dedicated to commanding and governing major incidents globally.
Vendor & MSP Governance: Proven experience managing, escalating, and enforcing SLAs through complex third-party vendor networks and Managed Service Providers (MSPs) during high-pressure outages.
Global Leadership: Demonstrated success directly managing and developing distributed technical teams across multiple international time zones.
ServiceNow Competency: Hands-on proficiency using ServiceNow Incident Management and Major Incident modules.
Framework Metrics Mastery: Strong foundational capability in establishing, calculating, and monitoring ITIL 4 component metrics and modern ITIL v5 lifecycle and digital experience metrics.
Geographic Target: Must be located within and legally authorized to work in the Americas region, India or Australia.

Education – Qualifications, Accreditation, Training:

Required:

Bachelor’s degree.

Preferred:

Technical Acumen: Hands-on experience navigating complex enterprise environments, addressing legacy on-premises systems, SAAS platform-related integrations, and cloud platforms.
ITIL Certification: ITIL v3/v4 Managing Professional or Strategic Leader certification; familiarity with emerging ITIL v5 concepts such as value co-creation and AI Operations (AIOps).
Cloud Foundations: Basic certifications or operational understanding of AWS, Microsoft Azure, or Google Cloud architecture.

Additional Information

US Benefits: eligible for PTO, 401k, medical, vision, dental.
For applicants based in the province of British Columbia, the salary range is $115K to $140K. For applicants based in the province of Ontario, the salary range is $123K to $140K.
Application of the pay band: Variation in salary is determined by factors such as the candidate’s qualifications, relevant years of experience, geographic location, internal pay equity, and prevailing market conditions for the specific role.

Moving forward together

We want our people to be energized and empowered to drive sustainable impact. So, our focus is on a values-inspired culture that unlocks brilliance through belonging, connection and innovation. We're building a diverse, inclusive and respectful workplace. Creating a space where everyone feels they belong, can be themselves, and are heard.

And we're not just talking about it; we're doing it. We're reskilling our people, leveraging transferable skills, and supporting the transition of our workforce to become experts in today's low carbon energy infrastructure and technology. Whatever your ambition, there's a path for you here.

And there's no barrier to your potential career success. Join us to broaden your horizons, explore diverse opportunities, and be part of delivering sustainable change.

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More about this job

Responsibilities

The role involves global ownership of enterprise major incident governance, commanding high-impact outages, and leading international teams to ensure 24/7 crisis response. Responsibilities also include managing MSP/vendor accountability, performing post-incident reviews, and reporting operational performance to leadership.

Requirements

Candidates must have at least 7 years of IT experience, including 4 years specifically in major incident management and vendor governance. A bachelor's degree is required, along with proficiency in ServiceNow and ITIL frameworks.

Skills

Major Incident Management
ITIL 4
ServiceNow
Vendor Management
MSP Governance
Crisis Response
Incident Command
Executive Communication
Root Cause Analysis
Cloud Architecture
Leadership
Operational Performance Reporting
Configuration Management
SLA Management
Technical Troubleshooting

Benefits

PTO
401k
Medical
Vision
Dental

Visa sponsorship

Not detected in the job text

Keywords

IT Operations
Major Incident Management
ServiceNow
ITIL 4
MSP Governance
Vendor Management
Cloud Platforms
AWS
Microsoft Azure
Google Cloud
AIOps
CMDB
SLA
MTTR
Incident Command
Digital Transformation
Infrastructure
Crisis Management
Post-Incident Review
Operational Metrics
Enterprise IT
Leadership
Global Governance
Technical Collaboration
SaaS
Configuration Items
Business Continuity
Service Management
Incident Playbook
Reporting

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