IT Operations Service Delivery Manager

About

Our client is looking for a operational powerhouse and transformation leader to own and evolve their current Global IT Service Delivery. The mandate is shifting to a proactive, reliable-driven IT Service Management (ITSM). You will pioneer a "Zero Service Desk" that predicts and resolves before impacting the end-user.

If you possess the skills below, open to relocation to New Brunswick to work in a hybrid model. Let's connect and discuss this role in further detail.

Qualifications

• 10+ years of progressive experience in IT Operations, Service Delivery, or Infrastructure Services.
• 3+ years in a senior leadership or service ownership role with complex global scope.
• Demonstrated success implementing SRE practices and driving organizational change management within a traditional IT operational environment.
• Implementation experience in AI-driven service desk platforms, such as ServiceNow Assist, Moveworks, or similar.
• Deep experience managing strategic vendors and managed service providers to drive accountability and continuous improvement.
• Strong understanding of AI, LLM, SLM, GenAI, and Agentic AI concepts.
• University degree or college diploma in a relevant field (Technology, Computer Science, Engineering, or Project Management).
• Direct, hands-on experience deploying or operating:
  • Conversational AI for IT support (Virtual Agents).
  • Agentic AI or autonomous, code-driven workflows.
  • AIOps platforms, automation frameworks, and modern observability tools.
  • Self-healing or ZeroOps-style operational models.