Requisition ID: 37020 

Job Description:
  

Our Digital Technology team’s goal is to leverage technology and data to drive profitable growth, focus on enhancing customer experience and to further our purpose of 'Celebrating real connections through delicious, planet-friendly food'.  McCain has embarked on an ambitious digital transformation across our business from Agriculture to Manufacturing and commercial capabilities to enhance our Customer obsession.  As part of this transformation, we are making significant investments into our digital platforms, technology transformations and in building a data driven culture.  We are building digital products for our customers, suppliers/growers, and McCain team members to enable digital processes and data-driven automation.  Through our investments, we will transform McCain into a company that empowers our teams with easy-to-use systems which will help them collaborate better, be productive and make data driven decisions.  Will you be part of this exciting journey? 
 
 

Job Purpose

The Sr Manager, ServiceNow & Agile Tools is responsible for owning and leading enterprise platforms and ITSM processes that drive operational excellence, digital transformation, and service innovation. This role provides strategic oversight of ServiceNow, Atlassian (Jira & Confluence), Miro, ITSM/ITIL processes, IT Operations, the Service Desk, and Generative AI for Infrastructure & Operations (I&O). 

This leader will define platform roadmaps, governance, and innovation strategies, ensuring seamless platform operations and continuous improvement. They will also be responsible for driving ITSM best practices, operational KPIs, and AI-powered automation to enhance service delivery and efficiency across the organization. 

Key Accountabilities

Enterprise Digital Strategy & Platform Leadership

• ServiceNow Platform Ownership: Lead the strategy, roadmap, and governance for ServiceNow across key modules including ITSM, ITOM, ITAM, HRSD, and Security Operations. Ensure platform reliability, continuous improvement, and innovation through automation and AI-driven enhancements.

• Atlassian Platform Management and Miro: Oversee Jira, Confluence and Miro from a support, governance, administration, and engineering perspective. Develop and execute the platform roadmap, ensuring scalability, compliance, and alignment with business needs.

• Generative AI for Modern IT Operations and AIOps: Lead the I&O Generative AI team, identifying and executing AI use cases to optimize infrastructure, automation, and operational efficiencies. Drive AI adoption across service management, monitoring, and operational workflows. 

IT Service Management & Operational Excellence

• ITSM & ITIL Leadership: Own and optimize Incident, Problem, and Change Management processes across the organization, ensuring adherence to ITIL best practices and alignment with business objectives. 

• Operational Excellence & Metrics: Define and monitor IT operations and engineering KPIs, driving continuous improvement through data-driven insights and reporting. Identify trends and implement strategies to enhance service reliability and performance. 

• Service Desk Strategy & Governance: Partner with Service Provider to lead Service Desk governance, innovation, and AI-powered automation. Improve self-service, conversational AI, and intelligent automation to enhance user experience and efficiency.

Cross-Functional Collaboration & Digital Transformation

• ServiceNow Strategy Alignment: Work closely with IT, HR, SecOps, and business leaders to ensure platforms strategy and roadmap aligns with enterprise goals, compliance, and digital transformation initiatives.

• Atlassian Strategy Alignment: Work closely with PMO, IT, stakeholders, and business leaders to ensure platforms strategy and roadmap aligns with enterprise goals, compliance, Agile adoption, and digital transformation initiatives.

• AI & Automation Strategy: Identify and drive automation, AI-driven analytics (AIOps, GenAI), and predictive insights to improve IT service efficiency and proactively resolve issues. 

• Continuous Improvement & Governance: Establish and enforce best practices, governance frameworks, and strategic roadmaps to ensure platform scalability, performance, and security. 

Leadership & Organizational Impact

• Develop & Mentor High-Performing Teams: Lead, mentor, and empower Platform Engineers, ITSM Managers, ServiceNow Developers, AI Engineers, and Service Desk professionals to foster a culture of technical excellence, collaboration, and continuous learning.

• Stakeholder & Change Management: Drive digital adoption, change management, and AI-driven IT service evolution, ensuring seamless platform integration and service improvements.

Qualifications

• 15+ years of experience in enterprise IT platforms, ITSM, and digital transformation leadership.

• 10+ years of experience in leading, mentoring, and developing high-performing teams, fostering a culture of collaboration, innovation, and continuous learning.

• Strong expertise in ServiceNow, Atlassian, AI/GenAI, AIOps, Service Desk and IAM solutions. 

• Proven experience in driving IT automation, AI-powered service management, and large-scale digital platform strategies.

• Deep knowledge of Agile, SAFe, DevOps, and ITIL frameworks 

• Certifications: ITIL v4, Certified Scrum Master (CSM), SAFe Product Owner/Product Manager (SAFe POPM). 

• Strong strategic thinking, stakeholder management, and executive communication skills.

Compensation Package: $111,700.00 - $149,000.00 CAD annually + bonus eligibility

The above reflects the target compensation range for the position at the time of posting. Hiring compensation will be determined based on experience, skill set, education/training, and other organizational needs.