Container Service Delivery Co-Ordinator (OpenShift / Kubernetes)

Sun Life • Waterloo, ON

8d • CA$65,000 - CA$105,000 • Hybrid

About The Position

We're looking for a Container Service Delivery Co-Ordinator to lead the end-to-end delivery of enterprise container platform services across our hybrid infrastructure—spanning on-premises VMware environments and AWS cloud. This role involves managing the delivery lifecycle, coordinating upgrades and feature enablement, managing dependencies, and partnering with vendors and internal stakeholders. The position also drives change management and governance using ServiceNow, ensures compliance with standards, and leads incident and escalation responses. Continuous improvement, stakeholder engagement, and the use of AI tools for service delivery are key aspects of this role.

Requirements

• 5+ years in IT service delivery, platform operations, or infrastructure coordination with accountability for outcomes and service quality
• Demonstrated expertise in Change Management, Incident Management, and Service Delivery lifecycle practices
• Proven ability to coordinate effectively across matrix organizations, influencing without authority
• Track record of driving continuous improvement in operational processes
• Practical hands-on experience applying AI tools to operational challenges: Analyzing operational data (incidents, changes, tickets, logs, metrics) to uncover patterns and risks, Creating and refining operational artifacts (runbooks, change plans, reports) with AI assistance, Identifying documentation gaps and knowledge coverage using AI-assisted discovery, Modeling scenarios and optimizing delivery approaches
• Comfort validating AI outputs against trusted systems and applying sound operational judgment
• Working knowledge of Kubernetes/OpenShift concepts (clusters, namespaces, workloads, networking)
• Familiarity with hybrid infrastructure: VMware on-premises environments and AWS cloud fundamentals
• Ability to interpret operational signals (metrics, logs, alerts) and coordinate responses
• Hands-on experience with ServiceNow, monitoring tools, and AI-enabled productivity tools
• Post-secondary education or equivalent professional experience

Nice To Haves

• ITIL Foundation or equivalent knowledge
• Exposure to OpenShift platform operations, Quay, or Rancher
• Familiarity with Ansible, Git workflows, or automation practices
• Experience in regulated enterprise environments
• Demonstrated track record advancing AI adoption within delivery teams
• Understanding of AIOps concepts (event correlation, trend analysis, noise reduction)

Responsibilities

• Manage end-to-end delivery lifecycle for container platform services
• Coordinate cluster upgrades, vulnerability cycles, and platform feature enablement
• Track dependencies, prioritization, and commitments across multiple delivery streams
• Partner with vendors and internal stakeholders to align delivery with business and roadmap objectives
• Drive change coordination using ServiceNow with accountability for completeness and approvals
• Maintain core governance artifacts: risks, issues, dependencies, milestones, decision logs
• Coordinate change readiness reviews and execution checkpoints
• Ensure compliance with security, audit, and enterprise standards
• Facilitate critical incident bridge calls and cross-team coordination
• Provide structured support during production escalations and high-priority events
• Participate in on-call support for implementations, escalations, and platform incidents
• Drive measurable improvements in delivery predictability and change success rates
• Standardize and enhance runbooks, SOPs, and operational documentation
• Monitor platform service quality and reduce delivery friction
• Promote consistent practices across on-premises and AWS delivery models
• Facilitate delivery forums including change readiness meetings, status reviews, and health reporting
• Develop clear, compelling communications on delivery schedules, risks, and platform enablement
• Collaborate on demand forecasting, prioritization, and initiative alignment
• Use AI tools to generate structured change plans, reports, and stakeholder updates
• Leverage AI for incident analysis, trend identification, and operational risk assessment
• Build and refine operational artifacts faster using AI-assisted content creation
• Drive data-driven decision-making through AI-supported insights
• Model delivery scenarios and optimize execution approaches

Benefits

• Participation in various incentive plans, payment under which is discretionary and subject to individual and company performance
• Certain sales focused roles have sales incentive plans based on individual or group sales results
• Supportive, flexible, and inclusive work environment
• Opportunity to learn, grow, and succeed
• Hybrid organization offering choice and flexibility to work from both the office and virtually

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree