IT Operations Service Delivery Manager

Our client, a global leader in the food manufacturing industry, is undergoing a massive digital transformation. We are seeking an operational powerhouse and a transformation leader to 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 Info

Location: Florenceville, NB (Hybrid: 2–3 days per week onsite). This location is approximately 1.5 hours from Fredericton; candidates must be able to meet the onsite requirement.

The Vision

You 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 a Zero Service Desk vision where issues are predicted and resolved before they impact the end‑user.

Main Responsibilities

• Strategic 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 Haves

• Experience: 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 Haves

• SRE Background: Advanced experience in Site Reliability Engineering.
• Continuous Growth Mindset: A proven history of adapting to and pioneering emerging technologies.

Other Important Info

• Salary 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.