Manulife is seeking a hybrid IT Service Management Lead to drive excellence in service operations in Waterloo, Ontario. You will enhance service quality while leading a team of technical experts.

In this vital leadership role, you will manage incident resolution, service request fulfillment, and operational processes. Your focus will be on creating structured processes and leveraging analytics for service improvement, making a direct impact on customer satisfaction. You'll collaborate closely with cross-functional teams while maintaining clear communication with stakeholders.

Key Responsibilities:
• Lead a diverse team in technical analysis and support
• Ensure high standards in incident and request management
• Promote automation and reduce manual effort in service processes
• Oversee operational performance and reporting metrics
• Manage escalation points for complex issues

Requirements:
• 5+ years experience ...