Manager, IT Service Delivery

Join one of Canada’s fastest-growing companies and be part of something extraordinary – welcome to goeasy! At goeasy, our people and culture are at the heart of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades such as Waterstone Canada’s Most Admired Corporate Cultures, Canada’s Top Growing Companies, and the TSX30, highlighting us as one of the top performers on the TSX. We’re also honoured to be named a Greater Toronto Top Employer and recognized by Great Place to Work® as having the Best Workplaces for Women & Most Trusted Executive Teams, and included on TIME Magazine’s 2025 list of Canada’s Best Companies.  These honours reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward. 

As one of Canada’s leading alternative consumer lenders, we’re passionate about helping everyday Canadians create a brighter future. Our vision is to provide a path to a better tomorrow, today. We offer a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through easyhome, easyfinancial, and LendCare.

If you're seeking an exciting, high-growth environment where your contributions truly matter, we want to hear from you! Join us, and together, let's create a future of financial empowerment.

As the Manager, IT Service Delivery, you’ll play a pivotal role in shaping exceptional IT experiences for our end users. You will lead the optimization of ITIL processes, manage our IT Service Management platform (Freshservice), and advance our Configuration Management Database (Device42) capabilities. In this role, you’ll ensure IT services are delivered efficiently and reliably, aligned with business goals, while driving continuous improvement and fostering collaboration across teams. Success requires a blend of strong process ownership, technical expertise, and the ability to deliver operational excellence in a dynamic environment.

What will you be doing?

• Lead ITIL process ownership by designing, implementing, and enhancing core service management processes - including Incident, Problem, Change, Request, and Configuration Management - while embedding continuous improvement to ensure consistency and alignment with best practices.
• Administer the service management platform (Freshservice) by configuring workflows, automating tasks, generating reports, and integrating with other IT systems, with a focus on continuous improvement in usability, performance, and operational efficiency.
• Advance CMDB development by building and refining the Configuration Management Database to improve the accuracy and depth of IT asset tracking, relationships, and dependencies, supporting continuous improvement in data quality and decision-making.
• Manage major incident response by coordinating rapid resolution of high-impact issues, facilitating cross-team collaboration, and conducting post-incident reviews to drive continuous improvement in incident handling and service resilience.
• Oversee service delivery performance by monitoring SLAs and KPIs, identifying gaps, and leading initiatives that promote continuous improvement in service quality, consistency, and customer satisfaction.
• Champion continuous improvement across all IT service management functions by identifying opportunities to streamline workflows, enhance service quality, and elevate user experience through data-driven insights and stakeholder feedback.
• Strengthen stakeholder communication by serving as a liaison between IT and business units, continuously improving engagement strategies to manage expectations and deliver timely, transparent updates.
• Support governance activities by preparing materials, contributing to decision-making forums, and ensuring process compliance, all while driving continuous improvement in accountability, service outcomes, and operational alignment.
• Facilitate cross-functional coordination by collaborating with infrastructure, application, and support teams to ensure seamless service delivery and issue resolution, while continuously improving team alignment and operational effectiveness.

What experience do you have?

• A strong academic foundation in Information Technology, Computer Science, or a related field, demonstrated through a Bachelor’s degree (a Master’s degree is considered an asset), which supports your ability to contribute to service excellence and continuous improvement.
• Recognized certifications such as ITIL Foundation (required), with additional credentials like ITIL Intermediate/Expert or Freshservice/ServiceNow Administrator considered beneficial, enabling you to apply structured methodologies and drive process maturity.
• Proven experience spanning 5–7 years in IT service delivery, ITIL process management, or IT operations within a mid-to-large enterprise, equipping you to lead initiatives that enhance service quality and operational efficiency.
• Deep process and platform expertise, including a strong understanding of ITIL frameworks, service management platforms (preferably Freshservice), and CMDB tools (preferably Device42), allowing you to optimize workflows and improve data accuracy.
• Demonstrated strength in stakeholder engagement, with the ability to build relationships and communicate effectively across technical and non-technical audiences, fostering collaboration and alignment.
• Advanced analytical thinking and problem-solving skills, enabling you to assess service issues, identify root causes, and translate insights into actionable plans that support continuous improvement.

We offer a Flexible Work Program that provides you the ability to work three days onsite per week, from our Mississauga office.

Internal Applicants: please apply through the link and provide written endorsement from your current manager.

Why should you work for goeasy?

In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer…

Financial Benefits:

• RRSP matching and Employee Share Purchase Plan programs.
• Annual bonus that rewards your hard work and dedication.
• Employee discounts on furniture, electronics, and appliances.
• MAT & PAT leave top-up.
• Expand your financial knowledge through engaging Financial Literacy Learning opportunities.

Health and Lifestyle:

• Enjoy company-paid volunteer days to give back to the community.
• Access 24/7 healthcare with Virtual Doctor Appointments.
• Personalize your benefits with a flexible modular benefits package.
• Stay fit and energized with exclusive access to our on-site private gym at our head office.

Employee Perks:

• Fuel your growth with the Tuition Assistance Program.
• Double the impact of your generosity with Company Matched Charitable Donations.
• Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
• Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more!

Diversity, Inclusion, and Equal Opportunity Employment:

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.  

Additional Information: 

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.