Manager, IT Service Delivery
Full-time
Explore Current Hopewell Residential
Title: Manager, IT Service Delivery
Company: Hopewell Residential Management
Employment Type: Full-time, Permanent
Location: Calgary, AB
About Hopewell Residential
Hopewell Residential is one of Calgary's leading home builders and a respected community developer in Western Canada. Our technology environment is undergoing the most significant change in two decades, anchored by an ERP replacement and a broader digital strategy.
The Opportunity
We are hiring a Manager, IT Service Delivery to lead day-to-day IT service operations through the ERP transition and into a new steady-state operating model.
This role owns IT service delivery outcomes: ticketing, vendor management, ITSM discipline, and the relationship between IT and the business. You will steward the service function through ERP selection, implementation, go-live, and stabilization, and then lead it as a permanent capability.
What You Will Do
1. Own IT Service Delivery
Own end-to-end IT service delivery for the business, including intake, triage, escalation, and resolution.
Establish and enforce ITSM discipline, tooling, and operational standards.
Act as the primary relationship owner between IT and functional leaders across operations, finance, sales, marketing, and construction.
Support Enterprise solutions such as Salesforce, NEWSTAR, Monday.com etc. through a team of internal team members, vendors and contractors.
2. Lead ERP Service Readiness & Stabilization
Participate meaningfully in ERP partner selection, including vendor presentations, scoring, contract input, and run-readiness evaluation.
Define and own ERP service readiness, including:
Support model design
Cutover and go-live support planning
Hypercare execution
Post-go-live stabilization
Carry accountability for ERP operational performance through the first 12 months post go-live.
3. Team Leadership & Evolution
Lead a team evolving over time:
Current state: 1 analysts
Future state (12–18 months): 2 specialized analysts (Salesforce/Business Apps; AI/Microsoft/Data)
Hire, coach, prioritize, and hold the team accountable as the function scales.
Ensure roles are clear, workloads are sustainable, and knowledge is not concentrated in individuals.
4. Vendor & Partner Management
Own relationships with managed services providers, ERP vendors, Salesforce specialists, and Microsoft contractors.
Negotiate and manage SOWs, rate cards, SLAs, and performance expectations.
Drive accountability, escalation discipline, and continuous improvement with vendors.
5. Governance & Operating Model Participation
Participate as a member of all Enterprise Application Steering Committees.
Maintain RACI accountability for service delivery readiness, ITSM tooling, and vendor performance.
Work with the IT Leadership team to formalize and maintain governance structures, decision rights, and escalation paths.
6. Cross-Functional Partnership
Partner closely with the IT and business team members:
Define business vs. technical issue triage
Establish clean handoffs between project delivery and operations
Ensure continuity through system implementation and beyond
Organizational Context
Hopewell Residential is part of the Hopewell family of companies. Central IT services (infrastructure, identity, endpoint, cyber) are provided by Hopewell Capital.
You will work with the Fractional CIO to formalize and maintain the RACI defining the boundary between:
Hopewell Residential application and service delivery
Hopewell Capital central IT services
What You Bring
5–8 years of progressive IT experience with a clear focus on service delivery and vendor management
Demonstrated experience running or standing up an ITSM function
Comfort owning outcomes across multiple application platforms without being the deepest technical expert
Strong communication skills with business leaders who are not IT-native
ERP transition experience in a mid-market environment is a strong asset
What Success Looks Like
At 6 Months
ERP partner selection participation complete
Enterprise Application Vendor relationships formalized with clear SOWs and expectations
Application service delivery model defined (support tiers, escalation paths, tooling direction)
Foundational ITSM processes integrated in service delivery
At 12 Months (ERP Go-Live)
ERP is live with a functioning hypercare model
ITSM tooling supports ERP and non-ERP workloads cohesively
Service team build-out complete
At 24 Months (Post-Stabilization)
ERP is stable and fully transitioned into BAU operations
Application portfolio rationalized to approximately 10–12 core tools
Vendor performance is measured, managed, and continuously improved
IT service delivery is viewed as a strategic partner, not a reactive support function
Own end-to-end IT service delivery for the business, including intake, triage, escalation, and resolution.
Establish and enforce ITSM discipline, tooling, and operational standards.
Act as the primary relationship owner between IT and functional leaders across operations, finance, sales, marketing, and construction.
Support Enterprise solutions such as Salesforce, NEWSTAR, Monday.com etc. through a team of internal team members, vendors and contractors.
Participate meaningfully in ERP partner selection, including vendor presentations, scoring, contract input, and run-readiness evaluation.
Support model design
Cutover and go-live support planning
Hypercare execution
Post-go-live stabilization
Carry accountability for ERP operational performance through the first 12 months post go-live.
Current state: 1 analysts
Future state (12–18 months): 2 specialized analysts (Salesforce/Business Apps; AI/Microsoft/Data)
Hire, coach, prioritize, and hold the team accountable as the function scales.
Ensure roles are clear, workloads are sustainable, and knowledge is not concentrated in individuals.
Own relationships with managed services providers, ERP vendors, Salesforce specialists, and Microsoft contractors.
Negotiate and manage SOWs, rate cards, SLAs, and performance expectations.
Drive accountability, escalation discipline, and continuous improvement with vendors.
Participate as a member of all Enterprise Application Steering Committees.
Maintain RACI accountability for service delivery readiness, ITSM tooling, and vendor performance.
Work with the IT Leadership team to formalize and maintain governance structures, decision rights, and escalation paths.
Define business vs. technical issue triage
Establish clean handoffs between project delivery and operations
Ensure continuity through system implementation and beyond
Hopewell Residential application and service delivery
Hopewell Capital central IT services
5–8 years of progressive IT experience with a clear focus on service delivery and vendor management
Demonstrated experience running or standing up an ITSM function
Comfort owning outcomes across multiple application platforms without being the deepest technical expert
Strong communication skills with business leaders who are not IT-native
ERP transition experience in a mid-market environment is a strong asset
ERP partner selection participation complete
Enterprise Application Vendor relationships formalized with clear SOWs and expectations
Application service delivery model defined (support tiers, escalation paths, tooling direction)
Foundational ITSM processes integrated in service delivery
ERP is live with a functioning hypercare model
ITSM tooling supports ERP and non-ERP workloads cohesively
Service team build-out complete
ERP is stable and fully transitioned into BAU operations
Application portfolio rationalized to approximately 10–12 core tools
Vendor performance is measured, managed, and continuously improved
IT service delivery is viewed as a strategic partner, not a reactive support function
Vacancy posted 1 day ago
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