IT Service Delivery Lead

Svante•Burnaby, BC

1d•CA$98,500 - CA$135,500•Onsite

About The Position

As the IT Service Delivery Lead, you will lead the delivery, reliability, and continuous improvement of enterprise IT services across infrastructure, networking, and operational technology (OT) environments. You will be responsible for leading the Service Desk team while ensuring stable, secure, and high-performing IT services that support both business operations and mission-critical SCADA environments. Working closely with infrastructure, cybersecurity, engineering, and project teams, you will drive service excellence through strong governance, standardization, automation, and continuous improvement. This role combines technical leadership with service management and offers the opportunity to shape IT operations that directly support Svante's continued growth and innovation.

Requirements

7+ years of experience in IT infrastructure, operations, or IT service delivery.
Proven experience leading IT service delivery within complex enterprise environments, preferably supporting operational technology (OT) and SCADA environments.
Bachelor's degree in Computer Science, Information Technology, or a related discipline (or equivalent experience).
Strong experience supporting Microsoft enterprise technologies, including Windows Server, Active Directory, Azure AD, and Microsoft 365.
Hands-on experience with virtualization platforms such as Hyper-V and VMware.
Experience supporting enterprise networking technologies, including routing, switching, firewalls, VPNs, and Fortinet environments.
Experience with cloud platforms such as Microsoft Azure and AWS.
Experience working with backup, disaster recovery, and high-availability solutions.
Familiarity with IT Service Management (ITSM) platforms such as Jira and infrastructure monitoring tools such as Zabbix.
Excellent leadership, communication, stakeholder management, and problem-solving skills.
Passionate about continuous improvement, customer service excellence, and developing high-performing technical teams.

Nice To Haves

Experience with SCADA platforms (such as Ignition) and cybersecurity technologies (including Arctic Wolf and Microsoft Defender) is considered an asset.

Responsibilities

Lead enterprise IT service delivery across Service Desk, infrastructure, networking, and operational technology environments while ensuring alignment with business priorities and service level expectations.
Establish, maintain, and continuously improve IT Service Management (ITSM) processes, including incident, problem, change, and request management.
Act as the primary escalation point for major incidents, ensuring timely resolution and effective stakeholder communication.
Define, monitor, and report on service metrics and key performance indicators to drive operational excellence and accountability.
Chair the IT Change Advisory Board and ensure effective governance of production changes.
Collaborate with business stakeholders to continuously improve service delivery and the end-user experience.
Support the delivery and lifecycle management of Microsoft enterprise environments, including Windows Server, Active Directory, Azure AD, Microsoft 365, virtualization platforms, and cloud infrastructure.
Partner with infrastructure, cybersecurity, engineering, and operations teams to ensure secure, reliable, and resilient IT and OT environments.
Lead and mentor the Service Desk team while supporting broader infrastructure and technical teams.
Develop operational documentation, runbooks, and standard operating procedures that improve consistency and service quality.
Champion automation initiatives, including scripting and Infrastructure as Code (Terraform and ARM), to improve operational efficiency.
Support disaster recovery planning and business continuity initiatives while contributing to the successful delivery of IT projects.