Manager, IT Service Delivery

Hopewell Residential•Calgary, AB

13h•Onsite

About The Position

Hopewell Residential is one of Calgary's leading home builders and a respected community developer in Western Canada. Our technology environment is undergoing the most significant change in two decades, anchored by an ERP replacement and a broader digital strategy. We are hiring a Manager, IT Service Delivery to lead day-to-day IT service operations through the ERP transition and into a new steady-state operating model. This role owns IT service delivery outcomes: ticketing, vendor management, ITSM discipline, and the relationship between IT and the business. You will steward the service function through ERP selection, implementation, go-live, and stabilization, and then lead IT as a permanent capability.

Requirements

5–8 years of progressive IT experience with a clear focus on service delivery and vendor management
Demonstrated experience running or standing up an ITSM function
Comfort owning outcomes across multiple application platforms without being the deepest technical expert
Strong communication skills with business leaders who are not IT-native

Nice To Haves

ERP transition experience in a mid-market environment is a strong asset

Responsibilities

Own end-to-end IT service delivery for the business, including intake, triage, escalation, and resolution.
Establish and enforce ITSM discipline, tooling, and operational standards.
Act as the primary relationship owner between IT and functional leaders across operations, finance, sales, marketing, and construction.
Support enterprise solutions such as Salesforce, Newstar, Monday.com etc. through a team of internal team members, vendors and contractors.
Participate meaningfully in ERP partner selection, including vendor presentations, scoring, contract input, and run-readiness evaluation.
Define and own ERP service readiness, including: Support model design, Cutover and go-live support planning, Hypercare execution, Post-go-live stabilization.
Carry accountability for ERP operational performance through the first 12 months post go-live.
Lead a team evolving over time: Current state: 1 Analyst; Future state (12–18 months): 2 specialized analysts (Salesforce/Business Apps; AI/Microsoft/Data).
Hire, coach, prioritize, and hold the team accountable as the function scales.
Ensure roles are clear, workloads are sustainable, and knowledge is not concentrated in individuals.
Own relationships with managed services providers, ERP vendors, Salesforce specialists, and Microsoft contractors.
Negotiate and manage SOWs, rate cards, SLAs, and performance expectations.
Drive accountability, escalation discipline, and continuous improvement with vendors.
Participate as a member of all enterprise application steering committees.
Maintain RACI accountability for service delivery readiness, ITSM tooling, and vendor performance.
Work with the IT leadership team to formalize and maintain governance structures, decision rights, and escalation paths.
Partner closely with the IT and business team members: Define business vs. technical issue triage, Establish clean handoffs between project delivery and operations, Ensure continuity through system implementation and beyond.