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.
Work Location: Acheson, AB.
Salary: $115,000 - $125,000 plus incentives.
Work Arrangement: Hybrid – providing the flexibility to work remotely up to 2 days per week.
Schedule: Monday to Friday.
What You'll Do:
- 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 end-user IT hardware and software procurement, asset lifecycle management, and license compliance in collaboration with Procurement and Finance.
- This role deals with laptops, tablets, phones, related peripherals, and operating systems and software.
- Partner with cross-functional IT teams and business stakeholders to ensure services are secure, reliable, and aligned with enterprise standards.
What You Bring:
The successful candidate has extensive experience in IT service delivery and people leadership, with a strong background in IT Service Management and managing service desk operations in complex, multi-site environments. You bring a customer-focused mindset, excellent communication skills, and a proven ability to lead teams and vendors through continuous improvement and change.
Other requirements include:
- 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.
- ITIL and ServiceNow certifications are considered strong assets.
This position is classified as a Mid-Level Leader role in SMS Equipment’s competency framework, requiring demonstration of core competencies (customer focus, collaboration, and technical/functional expertise) and leadership competencies (people leadership, managing through change and uncertainty, and influence).
Pre-Employment
This position is risk sensitive. Candidates may be required to complete:
- Drug and alcohol test
- Criminal record check
This posting is for an existing vacancy within SMS Equipment. Applications will be accepted until a suitable candidate is hired.
We thank all applicants for their interest. Only those selected to proceed to the next stage of the recruitment process will be contacted.
At SMS Equipment, the right partnership makes everything possible. We’re committed to building a diverse and inclusive team and encourage applications from all qualified individuals. Join us and bring your expertise to an organization that values safety, authenticity, innovation, performance, and respect.
SMS Equipment offers rewarding careers in the heavy equipment industry across Canada. As the largest Komatsu dealer in North America, SMS Equipment gives you the opportunity to represent world-class quality in our product offerings and customer service. A few of the many benefits of working with SMS Equipment include competitive wages, comprehensive group benefits plan, and RRSP matching.
