Regional IT Service Delivery Manager

About the role

The Regional IT Service Delivery Manager ensures stable, reliable, and customer‑centric IT services across the Canadian Mountain Time Zone. This position bridges global IT strategy with local execution, driving operational continuity and a superior user experience.

Key responsibilities

• Own end‑to‑end IT service delivery for all regional sites, guaranteeing high availability and performance.
• Act as the regional escalation point for major incidents, coordinating rapid resolution and communication.
• Manage service operations through defined processes, shared tooling, and agreed SLAs/OLAs.
• Serve as the primary interface between global service owners, local IT teams, and business leadership.
• Facilitate service reviews, performance reporting, and feedback sessions.
• Drive Continuous Service Improvement initiatives and quarterly Service Improvement Plans.
• Lead incident, problem, and change management to reduce major incidents and improve SLA performance.
• Support transition of new services, projects, acquisitions, and technology deployments into BAU.
• Oversee regional vendor relationships, ensuring contractual SLA compliance.
• Assist with capacity planning, compliance with regional regulations, and risk management.

Required profile

• Located in the Canadian Mountain Time Zone.
• Proven experience in IT service delivery and operations management.
• Strong stakeholder management and communication skills.
• Ability to lead continuous improvement and governance initiatives.

Required skills

• ITIL‑aligned processes and service management frameworks.