Senior Manager, ServiceNow & SACM - Metrolinx, Canada

About the Role

As the Senior Manager, ServiceNow & Service Asset and Configuration Management (SACM), you will be instrumental in shaping the strategic direction, operational excellence, and continuous improvement of both the SACM practice and the ServiceNow platform at Metrolinx. This critical management role ensures the organisation maintains accurate and trusted IT assets and configuration data, while also stewarding a secure, scalable, and high-performing ServiceNow ecosystem that supports enterprise-wide service delivery.

You will provide leadership and governance across all SACM functions, including the lifecycle management of IT assets, maintenance of a healthy Configuration Management Database (CMDB), adherence to ITIL-aligned processes, and integration with core ITSM practices such as Incident, Change, and Problem Management. This position ensures SACM policies, standards, and procedures are clearly defined, communicated, and enforced to reduce risk, support audit and compliance needs, and enable reliable automation across IT services.

Simultaneously, you will oversee the strategic evolution of the ServiceNow platform, defining its technical roadmap, promoting automation and workflow optimisation, and enabling high-quality delivery across ITSM, ITOM, CSM, SPM, and related modules. The role ensures platform governance, security, access controls, integrations, and architectural foundations are aligned with organisational goals and industry best practices. You will partner with cross-functional technology teams, business stakeholders, and vendor partners to drive operational efficiencies, cost optimisation, and continuous service improvement, ensuring appropriate resourcing is in place to deliver scalable, reliable SACM and ServiceNow capabilities.

Responsibilities

• Lead the management and optimisation of the CMDB, IT assets, and configuration items throughout their lifecycle to ensure data integrity, compliance, and risk mitigation.
• Own the ServiceNow platform strategy, architecture, roadmap, and delivery of services across ITSM, ITOM, CSM, SPM, and related capabilities.
• Drive automation, workflow optimisation, and continuous improvement initiatives to enhance service delivery, reduce operational costs, and improve user experience.
• Establish and monitor policies, standards, KPIs, dashboards, and service levels to ensure operational excellence and business value realisation.
• Oversee platform governance, security, access controls, compliance, upgrades, integrations, and overall platform health.
• Manage vendor and third-party service provider performance, ensuring contractual obligations, service levels, and benefits realisation are achieved.
• Own the technical strategy and architecture of the ServiceNow platform, defining long-term roadmaps that reduce operational costs through automated workflows, standardised integrations, and optimised module usage.
• Lead development, support, and administrative teams, ensuring high-quality delivery across ITSM, ITOM, CSM, SPM, and custom applications. Promote reusability and automation to reduce manual workload and support costs.
• Partner with IT and business stakeholders to align SACM and ServiceNow capabilities with enterprise objectives and transformation initiatives.
• Lead software licence compliance, asset lifecycle management, contract renewals, and technology cost optimisation activities.
• Manage departmental budgets, resources, and financial plans while ensuring effective stewardship of technology investments.
• Provide guidance and support to the SACM & ServiceNow transformation commitments to ensure timely achievement of capability objectives, including guidance for the development and implementation of action plans to address gaps.

Skills and Experience

To succeed in this Senior Manager role, you will bring a strong background in information technology and a proven track record in managing complex platforms and asset lifecycles.

• Completion of a bachelor’s degree in management information systems, Computer Information Systems, Computer Science, or a related discipline – or a combination of education, training and experience deemed equivalent.
• Demonstrated experience in IT Asset Management supporting applications/services.
• Demonstrated years of experience with configuration management (CMDB management).
• Demonstrated years of experience with ServiceNow basic ITAM functions in conjunction with CMDB management. SAM Pro and HAM Pro experience is highly desirable.
• Experience leading IT Asset Management or SACM transformative initiatives is also highly desirable.
• ITIL Practitioner or ITIL Intermediate Certifications or Operational Supports and Analysis (OSA), plus IT Asset Management certifications are a strong asset.
• A Project management certification is a plus.
• Knowledge of IT business continuity, cybersecurity, integrated risk management, and optimisation methodologies is highly desirable.

About Metrolinx

Metrolinx is dedicated to connecting communities across the Greater Golden Horseshoe. As an agency of the Government of Ontario, Metrolinx operates GO Transit and UP Express, alongside the PRESTO fare payment system. The organisation is actively building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, all aimed at enhancing how people travel, making it better, faster, and easier.

Why You'll Love It Here

At Metrolinx, equity, diversity, and inclusion are fundamental to living their values of serving with passion, thinking forward, and playing as a team. The Innovation and Information Technology group actively supports female team members through "Go Tech Women," an affinity group for women in Information Technology, led by the Chief Information Officer. If you enjoy technology and innovation, value diversity, appreciate work/life balance, and are looking for an opportunity to contribute to a better world through public service, Metrolinx offers a rewarding environment.

Metrolinx is an equal opportunity employer committed to a diverse and inclusive workforce, offering reasonable accommodation to job applicants in accordance with applicable legislation. They encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialised, women, people with disabilities, and people with diverse gender identities, expressions, and sexual orientations.