Our client, a global leader in the food manufacturing industry, is undergoing a massive digital transformation. We are seeking anoperational powerhouseand atransformation leaderto own and evolve the global IT service delivery. This is not a traditional "keep the lights on" role. You will act as a change agent, bridging Service Desk, Identity & Access Management (IAM), Infrastructure Operations, and AIOps to fundamentally redefine how IT serves the business. General Role InfoLocation:Florenceville, NB (Hybrid: 2–3 days per week onsite). This location is approximately 1.5 hours from Fredericton; candidates must be ableto meet the onsite requirement. The VisionYou will lead the shift from reactive IT Service Management (ITSM) to a proactive, reliability-driven model. By leveraging AI, automation, and ZeroOps principles, you will pioneer aZero Service Deskvision where issues are predicted and resolved before they impact the end‑user. Main ResponsibilitiesStrategic Transformation:Drive the roadmap to minimize traditional ticketing through self‑healing services, proactive conversational AI, and automated self‑service. AIOps Adoption:Deploy autonomous workflows for event correlation, anomaly detection, and predictive incident prevention. End‑to‑End Ownership:Act as the single point of accountability for the performance, reliability, and customer experience of Global Service Desk, IAM, and Infrastructure. Major Incident Leadership:Lead resolution of high‑severity incidents with a focus on root‑cause elimination and system architecture improvements.



Vendor Governance:Lead and govern third‑party managed service providers, holding them accountable to SLAs and continuous innovation. Executive Communication:Provide concise, outcome‑focused updates to the Senior Leadership Team regarding service health, transformation progress, and ROI on AI investments. Must HavesExperience:10+ years in IT Operations/Service Delivery with 3+ years in a senior leadership role within a complex global scope. IAM & ITSM:Deep expertise in Identity & Access Management and ITIL frameworks. AI Implementation:Hands‑on experience with AI‑driven Service Desk platforms (e.G., ServiceNow Assist, Moveworks, or similar). Technical Literacy:Strong understanding of LLM, GenAI, Agentic AI, and AIOps platforms. Operational Models:Demonstrated success implementing SRE practices and ZeroOps/Self‑healing models. Vendor Management:Proven track record of managing strategic vendors and managed service providers. Education:University degree or college diploma in a relevant field (CS, Engineering, Tech, or PM). Nice to HavesSRE Background:Advanced experience in Site Reliability Engineering. Continuous Growth Mindset:A proven history of adapting to and pioneering emerging technologies. Other Key InfoSalary Range:$140,000 – $160,000 base per year. Work Model:Hybrid (2–3 days onsite in Florenceville, NB). Attributes:We are looking for a "Systems Thinker" who is decisive under pressure and can translate complex technical realities into clear business impacts. This post is for existing and upcoming vacancies.#J-18808-Ljbffr

📌 It Operations Service Delivery Manager - C$140,000 - C$160,000 A Year (Fredericton)
🏢 Randstad Digital
📍 Fredericton