IT Operations Service Delivery Manager

''•Simonds Parish, NB

7h•CA$111,700 - CA$149,000•Hybrid

About The Position

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.

Requirements

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.

Responsibilities

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.