Requisition ID: 36471 

Job Description:
 

JOB PURPOSE:

As the Canadian Regional Service Delivery Manager, you will lead our Canadian region for IT infrastructure and operations service delivery team to ensure the effective and efficient delivery of IT services in the designated geographic are or operating company including business offices, manufacturing plants and warehouses.
 

You will collaborate with internal stakeholders, external vendors, and executive leadership to drive operational excellence, enhance service quality and optimize costs. A person in this position must understand and communicate the technology needs of the business areas to the Global Technology teams to develop and deliver a superior service model.

KEY RESPONSIBILITIES:

• Develop a privileged relationship with business stakeholders, global technology and IE&O organization.
• Collaborate with internal stakeholders to understand the business requirements, assess based on the existing IE&O offerings and ensure that IT services align with business objectives. Able leadership to develop/adopt use cases in the regional/country business context.
• Lead the regional project portfolio (projects ongoing, projects to start, demand under validation) of business. Manage the business expectations, scope, timelines and cost. Partner with Global IE&O team to deliver the desired technical solutions.
• Drive IE&O Service Performance in the region and ensure clear visibility to all stakeholders. Manage the KPI/Metrics and continuous improvement plan to enhance service quality, efficiency, and cost.
• Own the end-to-end deployment, and operational support of meeting room technologies across the region, ensuring standardized, user-friendly, and reliable collaboration experiences aligned with global workplace standards and playbook.
• Adopt strategies for delivering consistent and reliable IE&O products and services to meet business needs and support organizational growth. Act as the point of contact for business in case of new solutions deployment, technical upgrade, current service dissatisfaction, critical incidents, problems or major changes.
• Ensure business satisfaction with IE&O services and be proactive with business feedback. Conduct periodic business satisfaction surveys and establish NPS / improvements plan.
• Develop and manage budgets for infrastructure and operations services, allocate resources effectively, and optimize costs while maintaining service quality. Manage relationships with vendors to ensure that contracted services are delivered according to agreed SLAs.
• Identify and mitigate risks related to service delivery, ensure compliance with relevant regulations and standards, and implement security measures to protect infrastructure and data.
• Lead a team of technology specialists responsible for delivering infrastructure and operations services, including end-user support. Provide leadership, guidance, and mentorship to the team, fostering a culture of collaboration, innovation, and continuous improvement.

KEY QUALIFICATIONs & EXPERIENCE:

• Bachelor's degree in computer science, information technology, or a related field.
• 12+ years of IT experience, 5+ years of experience in IT service delivery, with at least 3 years in a leadership role in any global organization.
• Must have hands-on experience of managing IT Infrastructure deployment and support in large manufacturing plant (s) running 24x7 operations. Experience of OT systems deployment and support is an advantage.
• Working knowledge and emerging trends in infrastructure and operations, including user device management, modern workplace solutions (meeting rooms & collaboration solutions), Cloud migration & adoptions (IaaS, PaaS, SaaS), Site Reliability Engineering (SRE), Observability, ITSM Maturity, GenAI use cases for end users, and automations. Relevant certifications are a plus.
• Proven track record of developing and implementing strategies to improve service delivery, optimize costs, and drive operational excellence leveraging automations and agile project management.
• Demonstrated ability to drive digital technology adoption & training for end users.
• Excellent communication and interpersonal skills, with the ability to build positive relationships and collaborate effectively with stakeholders at all levels including CXOs and business leadership.
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and deliver results.
• Experience managing vendor relationships and negotiating contracts and service agreements.
• Strong analytical and problem-solving skills, with the ability to analyze complex issues, identify root causes, and develop practical solutions in a cross functional team context.
  
   

Compensation Package: $102,700.00 - $137,000.00 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.