Service Delivery Manager
Summary
Service delivery leadership role in Saskatoon overseeing the operational performance and continuous improvement of enterprise Service Desk services delivered primarily through a Managed Service Partner. Focus is on provider accountability, service performance management, and using operational data to improve outcomes rather than hands-on technical operations.
Job Summary
The Manager, Service Delivery is responsible for the operational performance and continuous improvement of Service Desk services delivered primarily through a Managed Service Partner.
This role ensures that service commitments are consistently achieved across business functions, regions, and delivery teams. The Manager provides operational leadership to our Managed Service Provider, ensures consistent service performance, and supports stakeholder management, service recovery, and continuous improvement.
This is a service delivery leadership role rather than a technical operations role. Success requires the ability to translate business expectations into clear provider accountabilities, use service data to improve outcomes, and create a consistent, user-focused service experience across multiple Service Desks and business functions.
What You'll Do:
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Lead the day-to-day delivery of Service Desk services through our Managed Service Partner
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Translate strategic priorities into operational plans, reviewing performance against targets, and sharing measurable outcomes to leadership
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Drive provider accountability through performance management
- Use operational data and insights to generate visibility into service quality, reliability, and customer experience
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Identify continuous improvement opportunities and collaborate with our Managed Service Partner to support their implementation
What You'll Bring:
- Bachelor's degree in Business, Commerce, or a related field
- 10+ years of experience leading enterprise service desk or service operations in a complex, multi-function environment is required
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Demonstrated experience managing services delivered through external providers, outsourced partners, or multi-provider operating models is required
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Strong experience in service performance management is required
- Experience leveraging operational data, metrics, and insights to improve service outcomes is required
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Strong communication relationship management skills is required
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Knowledge of service management practices such as ITIL is considered an asset
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Experience with ServiceNow, contact center platforms, or workflow management tools is considered an asset
What You'll Get:
- Purpose-Driven Work – Make an impact as part of a global team feeding the future and support farmers locally and around the world
- Excellent Benefits – Comprehensive medical, dental and vision coverage, plus a retirement program with generous employer matching for your future
- Grow Your Career – Tuition assistance for future education and ongoing learning and training opportunities for career advancement pathways across the organization
- Support When it Matters – Employee Assistance Programs, inclusive leaves, and paid time for holidays, volunteering, vacation, and wellness
- Thrive in a Strong Culture – Guided by our core values we put safety first, act with integrity, are stronger together, and deliver with excellence in a collaborative, high-performing environment