Manager, IT Service Delivery & Customer Experience

Reporting to the Senior Director, IT, the Manager, IT Service Delivery & Customer Experience will be responsible for the end-to-end delivery, quality, and continuous improvement of IT service operations across the enterprise. This role owns the service management model, the managed services partnership, and the leadership of the IT Service Delivery and Customer Experience team. This position is onsite 4 days per week.

Responsibilities

• Serve as the accountable lead for the outsourced service desk and managed services partner, overseeing SLA and KPI performance, escalations, relationship management, and service improvement planning.
• Drive IT service quality and customer experience improvements using CSAT, SLAs, KPIs, and cost-to-serve insights.
• Own the IT operating budget, including forecasting, cost optimization, vendor spend, invoices, and renewals.
• Lead, coach, and develop the IT Service Delivery & Customer Experience Supervisor to support effective daily operations and team growth.
• Manage the service catalog, self-service tools, and knowledge practices to ensure IT services are clear, current, and well adopted.
• Support IT governance, major incident management, operational readiness, security planning, CSIRT participation, and business continuity.
• Champion a customer-first service culture and the adoption of AI, automation, and productivity tools to improve efficiency and outcomes.

Position Requirements:

• Undergraduate degree or college diploma in Information Technology, Business Administration, or a related field.
• 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 building high-functioning, service-focused teams.
• Proven experience owning an IT operating budget, including forecasting, invoice management, renewals, vendor spend, and cost optimization.
• Demonstrated ability to define, track, and improve SLAs, KPIs, and CSAT outcomes.
• Experience managing third-party vendors and managed service providers.
• Experience leading end-to-end major incident management and participating in a CSIRT or equivalent business continuity function.
• Strong analytical and reporting skills, with the ability to translate service data into executive-ready insights.
• Excellent verbal and written communication skills, with the ability to foster a customer-first culture across a geographically distributed team.

Assets:

• University degree.
• ITIL Foundation certification; ITIL Practitioner or higher preferred.
• Experience in a manufacturing, CPG, or similarly complex operational environment.