IT Service and Project Manager

CREA’s IT department is in the forefront of technology advancements, having fully migrated to the cloud and use some of the most innovative technology tools in the marketplace to keep as the most popular real estate destination in Canada. The IT Service and Project Manager will champion the development, implementation, evaluation and on-going delivery of new and existing services in alignment with CREA’s corporate strategy and Product Roadmap.

Reports To:
Assistant Vice President, Product Development and Information Technology

June 2021

The IT Service and Project Manager is responsible to manage the delivery and full lifecycle of assigned (IT) Services in the portfolio benefitting over 140,000 CREA members and millions of Canadians across the country, in a highly agile and innovative work environment.

Core Competencies

  • Highly organized
  • Creative problem solver
  • Strong negotiation skills
  • Strong facilitation skills
  • Excellent communications skills
  • Customer service oriented
  • Superior technical knowledge
  • Team player
  • Advanced ability to create detailed project plans, manage tasks and budgets


  • Delivery of new solutions on behalf of the product management team, IT or other internal clients to enhance the experience of our REALTORS®, our Boards/Associations, and the general public:
    • Manage internal scrum teams and/or external vendors to ensure the successful completion of projects
    • Run regular sprint meetings including planning, stand-ups, and retrospectives to ensure a constant velocity of new and meaningful work is completed for CREA’s portfolio of applications
    • Regularly report to key stakeholders the progress of active projects and create forecasts for a long-term roadmap
  • Manage the delivery and the full lifecycle of assigned (IT) Services, including reporting on Service Performance, liaising and working with business stakeholders (Product Management) and vendors, and managing releases
    • Facilitate and contribute to the definition and maintenance of the technical service line strategy and architecture, new service deployment and lifecycle management schedules
    • Review incidents, problems, changes, service requests and other service related tasks, and identify, assess, prioritise and implement service improvement opportunities
    • Negotiate / define, monitor and report on service levels in SLAs, OLAs, and supplier contracts, covering service support as well as availability, capacity, security and IT service continuity
  • Oversee relationships and contracts with external vendors:
    • Manage the creation of contractors for vendors, working with a legal team to define technical requirements of the agreement, service level agreements, and conditions of successful delivery
    • Monitor and report on the budget of a contract to ensure proper cost management
    • Participate in regular reviews of existing vendors to ensure high quality partnerships
  • Contribute to yearly planning activities for the IT and Product Development department.
    • Identify areas of improvement in the overall delivery process and recommend actionable areas for growth
    • Manage execution of outcomes of yearly planning
  • Understand needs of Boards/Associations in delivering solutions, responding to inquiries


  • University degree (IT, IS, or business administration with IT focus) or equivalent certification or experience;
  • Knowledge of CRM tools;
  • Experience in working with Agile methodologies;
  • ITIL V3 Service Expert qualification, or equivalent experience;
  • PRINCE2 or PMI advanced certification or two to three years experience in project management in a project and / or service management role;
  • Demonstrated track record in managing consumer-facing, web/mobile based projects;
  • Demonstrated track record in managing vendors
  • Advanced use of the Microsoft Office suite; ServiceNow; ITSM Tools;
  • Functional knowledge of real estate Boards and Associations in Canada and / or service organisations would be a definite asset;
  • Proficient in written and spoken English; bilingualism an asset;
  • Minimal travel (post pandemic)

To apply for this position, please submit your application to and state the title of the position in the subject line of your e-mail.

We thank all applicants for their interest, however only those under consideration for the role will be contacted.

At CREA, we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.

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