AltaGas - Sr. Manager, Service Integration

Job Description AltaGas - Sr. Manager, Service Integration

AltaGas is seeking a Senior Manager of Service Integration to lead the strategic development, implementation, and continuous improvement of IT Service Management (ITSM) practices across the organization. This role ensures IT services are delivered efficiently, reliably, and in alignment with business needs, leveraging industry best practices such as ITIL.

You will oversee a team of service management professionals and collaborate with infrastructure, application, cybersecurity, and business teams to drive service excellence. A key focus of this role is the optimization and governance of the ServiceNow platform, ensuring it effectively supports core ITSM processes such as incident, problem, change, asset, and configuration management.

You will:

- Develop and execute enterprise-wide ITSM strategy across AltaGas and subsidiaries (Washington Gas, WG Energy, SEMCO).

- Lead the design, deployment, and enhancement of ITSM processes using ServiceNow.

- Oversee ServiceNow configuration, administration, and roadmap to support evolving business needs.

- Manage integrated monitoring and observability initiatives for proactive issue identification.

- Establish and monitor SLAs, KPIs, and performance metrics to ensure service quality.

- Drive continuous improvement initiatives based on analytics, feedback, and industry trends.

- Manage ITSM budgets, including forecasting, cost optimization, and vendor contracts.

- Ensure compliance with governance, risk, and regulatory requirements.

- Promote a culture of service excellence, operational maturity, and innovation.

- Manage all ITSM functions, including Asset, Incident, Problem, and Change Management.

- Enhance Major IT Incident Response processes and maintain a digital service catalog.

You have

- 7+ years in operational/service management roles, including ITSM leadership in large, complex environments and 2+ years supervisory experience.

- Proven experience with ITIL frameworks and ITSM best practices.

- Hands-on expertise with ServiceNow, including administration, workflow design, and reporting.

- Strong leadership, communication, and stakeholder management skills.

- Experience managing IT Asset Management processes and tools.

- Financial acumen with experience managing budgets and vendor relationships.

- Familiarity with Lean, Agile, and DevOps principles.

- Knowledge of integrated IT monitoring tools (e.g., SolarWinds, Ignio) is an asset.

- Program/project management experience is advantageous.

- ITIL V3 Expert or ITIL 4 Managing Professional.

- ServiceNow certifications are highly valued.

Why Join AltaGas?

At AltaGas, you’ll lead enterprise-wide initiatives that shape the future of IT service delivery. We foster a culture of innovation, collaboration, and continuous improvement, giving you the opportunity to influence strategic decisions and drive meaningful change. In addition to a dynamic and rewarding role, we offer competitive compensation, comprehensive benefits, and opportunities for professional growth.

For Canadian hires

: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.

For U.S. hires

: WGL/SEMCO/AltaGas offers a total rewards package that includes competitive pay, incentive bonus plans, holiday pay, 401K matching and a wide array of benefits. These benefits including medical, dental and vision coverage are designed to help you and your family stay healthy. We also have paid time off (PTO) to balance the demands of your work and personal life. Available benefits vary depending upon the specifics of the role.

U.S. affiliates of AltaGas are committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, genetic information, status as a protected veteran or any other characteristic protected by federal, state, or local law.