Manager, IT Service Delivery

SMS Equipment Inc.•Acheson, AB

2d•Hybrid

About The Position

SMS is looking for a Manager, IT Service Delivery to lead end-to-end IT Service Management and ensure reliable, high-quality IT services across the organization. Reporting to the Director, IT & Cybersecurity, this role is accountable for the IT service delivery model, ServiceNow platform ownership, and continuous improvement of service performance, user experience, automation, and AI-enabled service delivery.

Requirements

Postsecondary education in Information Technology, Computer Science, or a related field, or equivalent experience.
8+ years of progressive experience in IT service delivery, IT support, or IT operations.
3+ years of experience leading IT support or service delivery teams.
Experience managing outsourced or managed service providers, ideally in a 24/7 support environment.
Strong working knowledge of ITIL-based IT Service Management.
Hands-on experience with ITSM platforms, preferably ServiceNow.
Experience driving automation, self-service, and AI-enabled service improvements.

Nice To Haves

ITIL and ServiceNow certifications are considered strong assets.

Responsibilities

Provide overall accountability for IT Service Delivery, including the IT Service Desk and end-user support services across multiple regions.
Ensure consistent, reliable, and customer-focused IT services aligned with ITIL best practices.
Act as the senior operational escalation point for service-related issues impacting the business.
Oversee and govern the outsourced IT Service Desk, including service quality, SLA/KPI performance, and continuous improvement.
Manage service delivery across regions and time zones, working with international service partners to ensure seamless global support.
Lead, coach, and develop a team of internal IT Support Analysts, fostering a high-performance, customer-centric service culture.
Own and continuously improve ITSM processes including incident, request, problem, change, asset, and knowledge management.
Serve as Product Owner for the ServiceNow platform, driving roadmap development, adoption, automation, reporting, and integrations.
Lead the adoption of AI and automation in IT service delivery to improve efficiency, deflect incidents, and enhance user experience.
Oversee IT hardware and software procurement, asset lifecycle management, and license compliance in collaboration with Procurement and Finance.
Partner with cross-functional IT teams and business stakeholders to ensure services are secure, reliable, and aligned with enterprise standards.