Director, Global Service Delivery & FinOps

Saputo Inc.•Montreal, QC

19h•CA$163,765 - CA$215,000•Hybrid

About The Position

At Saputo, we bring good to the table by making high-quality products, investing in our people, and supporting communities around the world. As a top 10 global dairy processor, we value contributions that matter and strive to foster an inclusive, growth-driven work environment. Ready to bring your best? Saputo Inc. is seeking a Director, Global Service Delivery & FinOps for an existing opportunity within our organization. Reporting to the Senior Vice President, Global Services & Regional Support, the Director, Global Service Delivery & FinOps will play a critical role in ensuring the reliable, cost‑effective, and consistent delivery of IT services across Saputo’s global operations. The role is accountable for global service delivery outcomes, IT service management (ITSM) governance, financial operations (FinOps), and license and asset cost optimization. In addition, this role will have the highly visible responsibility of providing support and service (ie. Level 2 support) to North American sites to provide a productive end user experience and continuity of operations. The Director will work closely with regional IT leaders, IT Business Partners, Finance, Procurement, and key service providers to align service performance, financial discipline, and governance with business priorities. This role combines operational leadership with strong financial and commercial accountability, ensuring IT services deliver measurable value at scale. Possibility to work remotely once per week.

Requirements

Bachelor’s degree in business, computer science, engineering, information technology, or a related field.
12+ years of progressive experience in IT service delivery, IT operations, or IT service management, including senior leadership roles.
Experience in global CPG, food and/or manufacturing organizations.
Proven experience leading global service desk and ITSM functions in a large, complex, multi‑region organization.
Ability to drive results through influence in a matrixed environment.
Demonstrated experience in FinOps, IT financial management, or technology cost governance, including cloud and SaaS spend.
Strong business and financial acumen, with experience managing operational budgets and vendor contracts.
Experience leading teams across multiple regions through both direct and indirect reporting.
Strong leadership, change management, influence, and collaboration skills.
Proven success delivering cross‑functional initiatives in a global enterprise environment.
Excellent written and verbal communication skills with senior business and IT leaders.
Fluency in both French and English is required, as the role involves regular communication with a diverse group of stakeholders.
Ability to operate effectively in a complex, fast‑paced environment with multiple stakeholders, geographies, and interdependencies.

Responsibilities

Own end‑to‑end global IT service delivery performance, including service desk, end‑user support, and operational IT services across all regions.
Establish and govern global service delivery models within area of responsibility, including internal teams, managed services, and outsourced service desk providers.
Drive service and operational improvements through automation and AI.
Define, monitor, and report on service levels, KPIs, and SLAs, ensuring transparency, accountability, actionable insights and continuous improvement.
Lead integrated service management governance across IT functions, including governing the IT service catalog.
Act as the executive escalation point for major incidents and systemic service issues, ensuring root‑cause resolution and service stability.
Oversee Regional Service Delivery for the North American offices, including executive support.
Lead the strategy, governance, and continuous improvement of ITSM practices, including Incident, Problem, Change, Request, Knowledge, Configuration, and Asset Management.
Ensure processes are defined, adapted to Saputo context, and deployed across IT and other stakeholders.
Partner with PMO and delivery teams to ensure effective transition from projects to operations and sustainable support models.
Define and lead Saputo’s FinOps operating model across IT functions, covering cloud, SaaS, infrastructure, and IT services spend.
Drive process to ensure budget accountability with relevant departments.
Provide cost transparency, forecasting, budgeting, and variance management for IT services in collaboration with Finance.
Own software license, asset, and contract financial governance for selected major vendors, ensuring compliance, optimization, and cost efficiency.
Drive cost optimization initiatives while maintaining or improving service quality and business outcomes.
Lead global service provider governance, including performance management, commercial oversight, and continuous improvement initiatives.
Lead, with support from IT senior executive leadership, select vendor renewals, negotiations, and sourcing strategies aligned to service and financial objectives.
Build strong partnerships with IT leaders and business stakeholders.
Provide executive‑level reporting and insights on service performance, cost, and risks.
Drive budget accountability.
Define our IT service management/Digital Operations toolset roadmap, and lead the execution of that roadmap collaborating with key stakeholders.

Benefits

Generous and complete benefit coverage with group insurance
Group retirement plan with employer contribution
Telemedicine and assistance program for employees and their families
Employee Share Ownership Plan with an employer match
Paid Parental Leave program
Paid time off: Sick days, floater days and volunteer day off
Opportunity to contribute to a collective RRSP & TFSA
Training and development programs
Saputo Flex Program, flexible work environment (schedule/location/time off) according to department needs
Organized activities for employees and their families
Advantageous discounts on Saputo products