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Added 9 mins ago
Housekeeper - Remote
Dexterra Group
Moosonee, ON
Full-time
This posting is for future opportunities within the company at our project in Moosonee, ON.
Added 9 mins ago
Project Manager, Sales Enablement & Executive Customer Engagement
Husky Technologies
Bolton, ON
Full-time
Title: Project Manager, Sales Enablement & Executive Customer Engagement
Added 9 mins ago
ERP Business Analyst
Husky Technologies
Bolton, ON
Full-time
…with us as we pursue our ambitious growth strategy. We are a leader in developing state-of-the-art technology and it is this technology base that uniquely positions us to serve customers…
Added 9 mins ago
Head of Global Commodity Engineering Mechatronics
Siemens
Oakville, ON
Part-time
Added 9 mins ago
Designer, Development (Electrical)
Husky Technologies
Bolton, ON
Full-time
Husky Technologies™ is a global leader in the design and manufacture of high-performance injection molding systems and automated manufacturing solutions. Engineers at Husky work on new…
Added 9 mins ago
Coordonnateur(trice) de projet - Project Coordinator
Bird Construction
Montreal, QC
Full-time
Coordonnateur(trice) de projet - Project CoordinatorLe Groupe Industriel de Bird Construction réalise des installations essentielles telles que des usines de traitement minier, des parcs…
Added 9 mins ago
Inventory Controller
Tenaris
Grande Prairie, AB
We understand that a long-term industrial project means growing together with communities where we operate.
Added 40 mins ago
Technical Trainer - Truck & Transport
Brandt Group of Companies
Mississauga, ON
Full-time
Demonstrates professionalism and recognizes the importance of the instructor’s role as leader in modeling health and safety, professional behavior and service excellence.
Added 40 mins ago
Technical Trainer
Brandt Group of Companies
Mississauga, ON
Full-time
Added 40 mins ago
Logistics Pricing Analyst
Vortex Freight
Mississauga, ON
Full-time
Collaborate across the organization to assist with project plans and timelines for new initiatives being rolled out across the organization by the leadership.
Added 54 mins ago
Project Manager
Eagle Builders LP
Blackfalds, AB
Full-time
As a Project Manager at Eagle Builders, you'll oversee construction projects from start to finish, ensuring they are completed safely, on schedule, on budget, and to the highest standards…
Added 54 mins ago
PT Learning Design, Development & Operations Lead
Roche
Mississauga, ON · Canada Pharma Campus
Full-time
At Roche, we are passionate about transforming patients’ lives. As a global healthcare leader operating in over 100 countries, we combine the strengths of our Pharmaceuticals and…
Added 54 mins ago
Financial Consulting Senior Associate - Business Valuation
RSM US LLP
Toronto, ON
Full-time
The professional will also work closely with the practice leader in key business development initiatives.
Added 1 hour ago
Project Support Administrator, Common Core Program
University of Calgary
Calgary, AB
Full-time
The Common Core Program within the Schulich School of Engineering is currently seeking a Full-time Limited Term Project Support Administrator for approximately 12 months.
Added 1 hour ago
Project Management Office - Sr. Project Manager - P5
OSI Maritime Systems
Burnaby, BC
Full-time
Working within the Systems Delivery division, the Senior Project Manager is the Leader of a multi-disciplinary Integrated Project Team and is the principle point of interface between the…
Added 1 hour ago
Marketing Manager
1Click Energy Solutions
Toronto, ON
$85,000 CAD / year
Full-time
Reporting to the Director of Sales and Marketing, the Marketing Manager is a hands-on, revenue-focused leader responsible for the day-to-day operations of the marketing team and the…
Added 1 hour ago
Product Operations Manager
DarkVision
North Vancouver, BC
Full-time
…team for the exciting journey ahead as we become the global leader in industrial…
Added 1 hour ago
Turnkey & Building Services Sales Manager, Greater Toronto Area
Trane Technologies
Markham, ON
Full-time
Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the…
Added 1 hour ago
Manufacturing Manager
DarkVision
North Vancouver, BC
Full-time
…team for the exciting journey ahead as we become the global leader in industrial…
Added 1 hour ago
Manager, Commercial Growth & Operations
MNP Executive Search & Professional Recruitment
Kelowna, BC
Full-time
…partnerships, positioning the company as a high volume, data driven leader in the Canadian refurbished electronics sector. Its commitment to operational precision, inventory transparency,…
Added 1 hour ago
Account Manager, LCUR
Trane Technologies
Laval, QC
Full-time
Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the…
Added 1 hour ago
Building Science Specialist
ROCKWOOL Group
Milton, ON
Full-time
Previous experience in project management including planning, research, and time, task and cost control
Added 1 hour ago
Finance Operations Analyst I
TD
Dieppe, NB
Full-time
May lead work streams by acting as a project lead / subject matter expert for small scale projects / initiatives in accordance with project management methodologies
Added 1 hour ago
Turnkey & Building Services Sales Manager, Greater Toronto Area
trane technologies
ON · Markham, Ontario
Full-time
Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the…
Added 1 hour ago
Project Manager/Leader – Senior - RQ11604
S M Software Solutions Inc
Toronto, ON
Internship
We are looking for an experienced Project Manager/Leader – Senior with strong PeopleSoft HCM functional expertise, project leadership, quality assurance, testing, and functional team…

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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