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Added 13 mins ago
Service Manager - Peterbilt
Brandt Group of Companies
Ayr, ON
Full-time
Brandt is currently seeking a Service Manager for our Ayr Peterbilt location. The Service Manager will be responsible for managing the sales and delivery of after-market support services…
Added 13 mins ago
Territory Manager - Compact Construction Equipment
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The Territory Manager - Compact Construction Equipment is responsible for driving business growth and market share within an assigned Area of Responsibility (AoR). This role focuses on…
Added 13 mins ago
Ecommerce Specialist (B2B)
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Added 13 mins ago
Product Manager - Senior - RQ11581
S M Software Solutions Inc
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Internship
Client: Ministry of Public and Business Service Delivery and Procurement - RQ11581
Added 13 mins ago
Systems Administrator/Operations Support Specialist – Senior - RQ11514
S M Software Solutions Inc
Toronto, ON
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Client: Ministry of Public and Business Service Delivery and Procurement – RQ11514
Added 13 mins ago
Systems Administrator/Operations Support Specialist – Senior - RQ11514
S M Software Solutions Inc
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Client: Ministry of Public and Business Service Delivery and Procurement – RQ11514
Added 13 mins ago
Software Developer – CRM – Senior - RQ10953
S M Software Solutions Inc
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Client: Ministry of Public and Business Service Delivery and Procurement - RQ10953
Added 13 mins ago
UX Researcher – Senior - RQ00786
S M Software Solutions Inc
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…experience in end-to-end UX/CX research, inclusive UX/UI and Service Design, complex digital products, and cross-functional delivery within complex and regulated…
Added 13 mins ago
Product Manager - Senior - RQ11581
S M Software Solutions Inc
Toronto, ON
Internship
Client: Ministry of Public and Business Service Delivery and Procurement - RQ11581
Added 13 mins ago
UX Researcher – Senior - RQ00786
S M Software Solutions Inc
Toronto, ON
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…experience in end-to-end UX/CX research, inclusive UX/UI and Service Design, complex digital products, and cross-functional delivery within complex and regulated…
Added 13 mins ago
Software Developer – CRM – Senior - RQ10953
S M Software Solutions Inc
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Added 13 mins ago
2627-139 (b) - Campus Library Technician (TS8) - Strait Area Campus
Nova Scotia Community College - NSCC
Port Hawkesbury, NS
Temporary
The Campus Library Technician reports on campus to the Manager of Student Services and functionally to the Manager of Libraries & Learning Commons.
Added 13 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 13 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 13 mins ago
Project Manager/Leader - Senior - RQ11582
S M Software Solutions Inc
Toronto, ON
Internship
Client: Ministry of Public and Business Service Delivery and Procurement - RQ11582
Added 13 mins ago
Project Manager/Leader - Senior - RQ11582
S M Software Solutions Inc
Toronto, ON
Internship
Client: Ministry of Public and Business Service Delivery and Procurement - RQ11582
Added 13 mins ago
Software Developer – Full Stack – Senior - RQ00788
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…They will contribute to solution development and support the delivery of secure, scalable, and high-performing software…
Added 13 mins ago
Assistant Manager (Retail/Storage) - VI01
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$17 to $20 USD / hour
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Join us as a Assistant Manager at Prime Storage Group, where you'll be at the heart of our self-storage facilities! From renting units and trucks to selling merchandise, you'll dive into a…
Added 13 mins ago
Project Manager/Leader - Senior - RQ11559
S M Software Solutions Inc
Toronto, ON
Internship
Client: Ministry of Public and Business Service Delivery and Procurement
Added 13 mins ago
Project Control Officer - Intermediate - RQ00800
S M Software Solutions Inc
Toronto, ON
Full-time
Demonstrated ability to work well with various groups of internal and external clients while demonstrating customer service.
Added 13 mins ago
Software Developer – Full Stack – Senior - RQ00788
S M Software Solutions Inc
Toronto, ON
Internship
…They will contribute to solution development and support the delivery of secure, scalable, and high-performing software…
Added 13 mins ago
Server
Shannex Incorporated
Mississauga, ON
Part-time
Consistently ensures food quality, presentation, and service delivery meet established department standards. Ensures meals are visually appealing, the correct temperature and portion size,…
Added 13 mins ago
Project Control Officer - Intermediate - RQ00800
S M Software Solutions Inc
Toronto, ON
Full-time
Demonstrated ability to work well with various groups of internal and external clients while demonstrating customer service.
Added 13 mins ago
Project Manager/Leader - Senior - RQ11559
S M Software Solutions Inc
Toronto, ON
Internship
Client: Ministry of Public and Business Service Delivery and Procurement
Added 13 mins ago
Product Manager
CGI
Toronto, ON
Full-time
Identify opportunities to improve operational processes, product administration, customer onboarding, and service delivery.

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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