Manager, IT Service Delivery & Customer Experience

High Liner Foods•Halifax, NS

2d•CA$95,000 - CA$110,000•Hybrid

About The Position

Reporting to the Senior Director, IT, the Manager, IT Services & Customer Experience is accountable for the end-to-end delivery, quality, and continuous improvement of IT service operations across the enterprise. This role owns the service management model and people leadership of the IT Services and Customer Experience and Support team. The expectation is that this position would be onsite 4 days per week.

Requirements

Undergraduate degree or college diploma in Information Technology, Business Administration, or a related field; university degree preferred
5+ years of progressive IT experience, with a strong foundation in IT service management and service delivery operations
3+ years of direct people leadership experience and build a high-functioning service focused team
Demonstrated experience owning and managing an IT operating budget, including forecasting, invoice management, renewal planning, vendor spend oversight, and cost optimization
Strong service management planning and execution skills, with proven ability to define, track, and improve SLAs, KPIs, and CSAT outcomes
Experience managing third-party vendors and managed service providers
Demonstrated ability to lead end to end major incident management
Experience contributing to or participating in a Cyber Security Incident Response Team (CSIRT) or equivalent business continuity function
Strong analytical and reporting skills, with the ability to translate service performance data into executive-ready insights and actionable improvement plans
Excellent verbal and written communication skills
Ability to foster a customer-first service culture across a geographically distributed team

Nice To Haves

ITIL Foundation certification is an asset; ITIL Practitioner or higher preferred
Experience working in a manufacturing, CPG, or similarly complex operational environment is preferred

Responsibilities

Serve as the accountable lead for the outsourced service desk / managed services partner, overseeing service performance, SLA and KPI attainment, operational escalations, relationship management, service improvement planning, and transition activities, in alignment with the broader IT vendor management framework.
Lead IT service quality and customer experience improvements, using CSAT, SLAs, KPIs, and cost-to-serve insights to drive measurable outcomes.
Own the IT operating budget, including forecasting, cost optimization, vendor spend, invoices, renewals, and alignment to service value.
Lead, coach, and develop the IT Services & Customer Experience Supervisor, supporting effective daily operations and team growth.
Manage the service catalog, self-service tools, and knowledge practices to ensure IT services are clear, accessible, current, and adopted by users.
Support IT governance, major incident management, operational readiness, security planning, CSIRT participation, and business continuity activities.
Drive reporting, continuous improvement, customer-first service culture, and adoption of AI, automation, and productivity tools to improve efficiency and outcomes.