The Manager, IT Services & Customer Experience reports to the Senior Director, IT. The role oversees end‑to‑end delivery, quality, and continuous improvement of IT service operations across the enterprise, managing the service management model and leading the IT Services & Customer Experience and Support team.

The expectation is onsite 4 days per week.

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 setting is preferred.

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📌 Manager, IT Service Delivery & Customer Experience (Halifax Regional Municipality)
🏢 High Liner Foods
📍 Halifax Regional Municipality