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Added 14 mins ago
Scheduler/Chassis Coordinator - Truck and Trailer
Brandt Group of Companies
Nisku, AB
Full-time
…schedule for BT&T Manufacturing by working with the manufacturing manager, the chassis vendors and other key vendors. Maintain clear communication and statuses with the suppliers and the…
Added 14 mins ago
Product Manager - Senior - RQ11581
S M Software Solutions Inc
Toronto, ON
Internship
The successful candidate should demonstrate strong project management capabilities relevant to product planning, execution, prioritization, lifecycle management, stakeholder coordination,…
Added 14 mins ago
Software Developer – CRM – Senior - RQ10953
S M Software Solutions Inc
Toronto, ON
Full-time
Notify the Cluster/Ministry Project Manager in writing of any issues or other material concerns related to the Assignment Deliverables as soon as he/she becomes aware of them.
Added 14 mins ago
UX Researcher – Senior - RQ00786
S M Software Solutions Inc
Toronto, ON
Internship
…Service Design, complex digital products, and cross-functional delivery within complex and regulated…
Added 14 mins ago
Product Manager - Senior - RQ11581
S M Software Solutions Inc
Toronto, ON
Internship
The successful candidate should demonstrate strong project management capabilities relevant to product planning, execution, prioritization, lifecycle management, stakeholder coordination,…
Added 14 mins ago
UX Researcher – Senior - RQ00786
S M Software Solutions Inc
Toronto, ON
Internship
…Service Design, complex digital products, and cross-functional delivery within complex and regulated…
Added 14 mins ago
Software Developer – CRM – Senior - RQ10953
S M Software Solutions Inc
Toronto, ON
Full-time
Notify the Cluster/Ministry Project Manager in writing of any issues or other material concerns related to the Assignment Deliverables as soon as he/she becomes aware of them.
Added 14 mins ago
Software Developer – CRM – Intermediate - RQ10976
S M Software Solutions Inc
Toronto, ON
Full-time
Client: Ministry of Public and Business Service Delivery and Procurement - RQ10976
Added 14 mins ago
Software Developer – CRM – Intermediate - RQ10976
S M Software Solutions Inc
Toronto, ON
Full-time
Client: Ministry of Public and Business Service Delivery and Procurement - RQ10976
Added 14 mins ago
Project Manager/Leader - Senior - RQ11582
S M Software Solutions Inc
Toronto, ON
Internship
We are seeking an experienced Senior Project Manager/Leader with strong expertise in large-scale, complex, high-profile and high-risk I&IT projects, organizational development, strategy…
Added 14 mins ago
Project Manager/Leader - Senior - RQ11582
S M Software Solutions Inc
Toronto, ON
Internship
We are seeking an experienced Senior Project Manager/Leader with strong expertise in large-scale, complex, high-profile and high-risk I&IT projects, organizational development, strategy…
Added 14 mins ago
Project Manager/Leader - Senior - RQ11559
S M Software Solutions Inc
Toronto, ON
Internship
We are looking for a highly experienced Senior Project Manager/Leader to manage large-scale, complex, high-profile, and high-risk projects for OPS Gov Tech ON initiatives. The ideal…
Added 14 mins ago
Project Control Officer - Intermediate - RQ00800
S M Software Solutions Inc
Toronto, ON
Full-time
We are looking for an experienced Project Control Officer – Intermediate to support procurement activities and project teams within the Ontario Health environment. The ideal candidate will…
Added 14 mins ago
Project Control Officer - Intermediate - RQ00800
S M Software Solutions Inc
Toronto, ON
Full-time
We are looking for an experienced Project Control Officer – Intermediate to support procurement activities and project teams within the Ontario Health environment. The ideal candidate will…
Added 14 mins ago
Project Manager/Leader - Senior - RQ11559
S M Software Solutions Inc
Toronto, ON
Internship
We are looking for a highly experienced Senior Project Manager/Leader to manage large-scale, complex, high-profile, and high-risk projects for OPS Gov Tech ON initiatives. The ideal…
Added 14 mins ago
Business Analyst - GOAPRDJP000001026
S M Software Solutions Inc
AB · Edmonton, AB
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…resources to provide a Senior Technical Business Analyst for the project delivery of IMT ministry projects to modernize and enhance Government of Alberta service delivery within the…
Added 14 mins ago
Business Analyst - GOAPRDJP000001026
S M Software Solutions Inc
AB · Edmonton, AB
Full-time
…resources to provide a Senior Technical Business Analyst for the project delivery of IMT ministry projects to modernize and enhance Government of Alberta service delivery within the…
Added 14 mins ago
HVAC O&M Controls Technician
Johnson Controls
Toronto, ON · Richmond Hill, ON
Full-time
…or changes to management immediately. Interfaces with branch manager, service manager, service project manager or subcontractors on projects to coordinate activities as required ethically…
Added 29 mins ago
Application Support - Salesforce Manager
Brandt Group of Companies
Regina, SK
Full-time
Brandt Corporate Services Ltd. is seeking a Application Support - Salesforce Manager to join our growing team in Regina, SK. This position is responsible for the strategic and operational…
Added 43 mins ago
Foreman/woman
JEN COL Construction
Lethbridge, AB
Full-time
Work with Equipment Manager to develop a scheduling system to coordinate, track and provide trucking for delivery of materials to jobsites and manage resources in and out of the yard
Added 43 mins ago
Transmission Line Engineer
BBA Consultants
AB · Edmonton, AB
Full-time
Act as a technical project manager or technical project director.
Added 43 mins ago
Foreman/woman
JEN COL Construction
Acheson, AB
Full-time
Work with Equipment Manager to develop a scheduling system to coordinate, track and provide trucking for delivery of materials to jobsites and manage resources in and out of the yard
Added 43 mins ago
Transmission Line Engineer
BBA Consultants
Quebec, QC
Full-time
Act as a technical project manager or technical project director.
Added 43 mins ago
Transmission Line Engineer
BBA Consultants
Mont-Saint-Hilaire, QC · Mont-St-Hilaire, QC
Full-time
Act as a technical project manager or technical project director.
Added 43 mins ago
Transmission Line Engineer
BBA Consultants
Montreal, QC
Full-time
Act as a technical project manager or technical project director.

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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