Requisition ID: 43811 

Job Description

In every role, McCainers are ambitious, curious, and passionate about creating exceptional work experiences - together. With a customer-first mindset, we make doing business with McCain easy.

About the role.

The IT Operations Service Delivery Manager is a strategic transformation leader responsible for evolving global IT service delivery and driving operational excellence across Service Desk, Identity & Access Management (IAM), Infrastructure Operations, and AIOps capabilities. This role will lead the shift from traditional reactive IT service management to a proactive, reliability-driven operating model by leveraging AI, automation, Site Reliability Engineering (SRE) practices, and ZeroOps principles. As a highly visible leader, you will be accountable for global service performance, reliability, and customer experience while championing innovation and organizational change.

What you’ll be doing.

• Lead the strategic roadmap toward a “Zero Service Desk” model through self-healing services, conversational AI, and automated self-service solutions.
• Drive organizational change management initiatives that advance adoption of SRE, AI-driven operations, and modern service delivery practices.
• Implement and scale Agentic AI and AIOps capabilities, including event correlation, anomaly detection, predictive incident prevention, and autonomous workflows.
• Identify opportunities to reduce operational toil, manual intervention, and risk through automation and data-driven decision making.
• Own the performance, reliability, availability, and customer experience of Global Service Desk, IAM, and Infrastructure Operations services.
• Lead the resolution of critical incidents, focusing on root cause elimination and long-term service improvements.
• Manage strategic vendors and managed service providers, ensuring accountability to service levels, operational performance, and continuous improvement objectives.
• Ensure adherence to security, audit, and compliance standards across identity, infrastructure, and operational services.
• Communicate service health, operational performance, transformation progress, and AI investment outcomes to senior leaders and business stakeholders.
• Serve as a trusted leader during high-severity incidents and provide clear executive-level communication regarding operational health and strategic priorities.

What you’ll need to be successful.

• 10+ years of experience in IT Operations, Service Delivery, Infrastructure Services, or a related discipline.
• 3+ years of experience in a senior leadership, service ownership, or global operations role.
• Experience implementing AI-driven Service Desk platforms such as ServiceNow Assist, Moveworks, or similar technologies.
• Strong understanding of Artificial Intelligence, Large Language Models (LLMs), Small Language Models (SLMs), Generative AI, and Agentic AI concepts.
• Proven success implementing Site Reliability Engineering (SRE) practices and leading operational transformation initiatives.
• Experience managing strategic vendors and managed service providers within complex enterprise environments.
• University degree or college diploma in Technology, Computer Science, Engineering, Project Management, or a related field.

Hands-on experience with:

• Conversational AI and virtual agents for IT support.
• Agentic AI or autonomous workflow technologies.
• AIOps platforms, automation frameworks, and observability tools.
• Self-healing services and ZeroOps-style operating models.
• Strong systems thinking and problem-solving capabilities with a focus on addressing root causes.
• Excellent communication skills with the ability to translate technical concepts into business outcomes.
• Ability to remain calm, decisive, and effective under pressure during critical incidents.
• Demonstrated agility, curiosity, and a collaborative leadership style that fosters strong cross-functional partnerships.

About the team.

This role is part of a global IT organization and works across Service Desk, Identity & Access Management (IAM), Infrastructure Operations, reliability engineering, security, and business stakeholder groups. The IT Operations Service Delivery Manager partners closely with engineering teams, platform teams, product organizations, and external service providers to advance the organization's service delivery transformation strategy and operational excellence goals. 

About McCain.

Click Here to learn more about McCain and how we provide opportunities to make an impact that matters.

Leadership principles.

At McCain, our leadership principles guide how we engage with customers, collaborate as a team, and achieve success. We focus on understanding customer needs, driving innovation, empowering people, and taking ownership to clear obstacles and deliver results.

The McCain experience.

We are McCain. This statement is a testament to our collective strength and our individual value. Your contributions play a vital role in our success. Our winning culture is rooted in authenticity and trust, empowering us to bring out the best in one another. Here, you’ll find opportunities to learn, grow, and thrive. Join us and experience why we’re better together.

Our purpose is grounded in building meaningful relationships. We’re big believers in the power of working together in person—it helps us stay connected, collaborate more effectively, and grow as a team. At the same time, we recognize the importance of flexibility. Most office-based roles follow a hybrid model, with the option to work remotely two days a week. There may be exceptions depending on the role and location, so we encourage you to speak with your recruiter for more details.

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 and training, and other organizational needs. This posting is for an existing vacancy.