Manager,IT Service Delivery & Customer Experience Job Halifax area,Nova Scotia Canada,IT/Tech

Essential Duties and 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.

Qualifications

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

ITIL Foundation certification is an asset; ITIL Practitioner or higher preferred

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

Experience working in a manufacturing, CPG, or similarly complex operational environment is preferred

Salary Transparency: High Liner Foods’ compensation offerings are founded in a pay-for-performance philosophy that recognizes individual and team performance. The typical hiring range for this position is from $95,000 - $110,000
; the base pay is offered based on a variety of factors including geographical market location, and may vary depending on job grading practices, job-related knowledge, skills, experience and internal equity factors. As part of our total rewards offering, employees may be eligible to participate in an annual short-term incentive program [and long-term incentive program] (for Dir+) subject to program eligibility requirements.

AI Disclosure: We use an AI-assisted note-taking tool during our conversations to help us stay fully present and engaged. If you are uncomfortable with this for any reason, please let us know, and we will turn it off. Please be assured that all applications are reviewed by a human, and hiring decisions are made by our team based on a variety of factors, including skills, experience, and overall fit for the role.

Vacancy Status: Current Vacancy

Current employees please note: this position is referral bonus eligible! See our policy for more details.

What's in it for you?

Join High Liner Foods for a career where you shape your path, backed by great benefits, flexible work, and a culture of diversity, innovation, and sustainability. Immerse yourself in opportunities to make a real impact and grow with us in our mission to nourish lives. Start your adventure…

Manager, IT Service Delivery & Customer Experience