Position Title: IT Operations Service Delivery Manager Position Type: Regular - Full-Time In every role, McCainers are ambitious, curious, and passionate about creating exceptional work experiences - together. With a customer-first mindset, we make doing business with McCain easy. The IT Operations Service Delivery Manager is a strategic transformation leader responsible for evolving global IT service delivery and driving operational excellence across Service Desk, Identity & Access Management (IAM), Infrastructure Operations, and AIOps capabilities.

This role will lead the shift from traditional reactive IT service management to a proactive, reliability-driven operating model by leveraging AI, automation, Site Reliability Engineering (SRE) practices, and ZeroOps principles. As a highly visible leader, you will be accountable for global service performance, reliability, and customer experience while championing innovation and organizational change. Lead the strategic roadmap toward a “Zero Service Desk” model through self-healing services, conversational AI, and automated self-service solutions.

Drive organizational change management initiatives that advance adoption of SRE, AI-driven operations, and modern service delivery practices. Implement and scale Agentic AI and AIOps capabilities, including event correlation, anomaly detection, predictive incident prevention, and autonomous workflows. Identify opportunities to reduce operational toil, manual intervention, and risk through automation and data-driven decision making.

Own the performance, reliability, availability, and customer experience of Global Service Desk, IAM, and Infrastructure Operations services. Lead the resolution of critical incidents, focusing on root cause elimination and long-term service improvements. Manage strategic vendors and managed service providers, ensuring accountability to service levels, operational performance, and continuous improvement objectives.

Communicate service health, operational performance, transformation progress, and AI investment outcomes to senior leaders and business stakeholders.



Serve as a trusted leader during high-severity incidents and provide clear executive-level communication regarding operational health and strategic priorities. 10+ years of experience in IT Operations, Service Delivery, Infrastructure Services, or a related discipline. ~3+ years of experience in a senior leadership, service ownership, or global operations role. ~ Experience implementing AI-driven Service Desk platforms such as ServiceNow Assist, Moveworks, or similar technologies. ~ Strong understanding of Artificial Intelligence, Large Language Models (LLMs), Small Language Models (SLMs), Generative AI, and Agentic AI concepts. ~ Proven success implementing Site Reliability Engineering (SRE) practices and leading operational transformation initiatives. ~ Experience managing strategic vendors and managed service providers within complex enterprise environments. ~ University degree or college diploma in Technology, Computer Science, Engineering, Project Management, or a related field. ~ Conversational AI and virtual agents for IT support. ~ Agentic AI or autonomous workflow technologies. ~ Excellent communication skills with the ability to translate technical concepts into business outcomes. This role is part of a global IT organization and works across Service Desk, Identity & Access Management (IAM), Infrastructure Operations, reliability engineering, security, and business stakeholder groups.

The IT Operations Service Delivery Manager partners closely with engineering teams, platform teams, product organizations, and external service providers to advance the organization's service delivery transformation strategy and operational excellence goals. At McCain, our leadership principles guide how we engage with customers, collaborate as a team, and achieve success. We focus on understanding customer needs, driving innovation, empowering people, and taking ownership to clear obstacles and deliver results.

Our purpose is grounded in building meaningful relationships.



We’re big believers in the power of working together in person—it helps us stay connected, collaborate more effectively, and grow as a team. Most office-based roles follow a hybrid model, with the option to work remotely two days a week.

CAD annually + Bonus Eligibility The above reflects the target compensation range for the position at the time of posting. Hiring compensation will be determined based on experience, skill set, education and training, and other organizational needs. This posting is for an existing vacancy.

Employees are eligible for the following benefits: health coverage (medical, dental, vision, prescription drug), retirement savings benefits, and leave support including medical, family and bereavement. Well-being programs include vacation and holidays, company-supported volunteering time, and mental health resources. Your well-being matters to us, and we’re here to provide you with the necessary resources to support you in being your best self at work — and at home.

McCain Foods is an equal prospect employer. As a global family-owned company, we strive to be the employer of choice in the diverse communities around the world in which we live and work. We recognize that inclusion drives our creativity, resilience, and success and makes our business stronger.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, veteran status, disability, or any other protected characteristic under applicable law. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know, and we will work with you to find appropriate solutions. By submitting personal data or information to us, you agree this will be handled in accordance with McCain’s Global Privacy Policy and Global Employee Privacy Policy, as applicable.

McCain leverages AI in the hiring process, though all final decisions are made by humans. You can understand our approach to AI and how your personal information is being handled here.

Job Family: Information Technology McCain Foods (Canada) #

📌 IT Operations Service Delivery Manager (Florenceville-Bristol)
🏢 McCain Foods
📍 Florenceville-Bristol