Job Description
Winnipeg, Manitoba

Manager, IT Service Delivery

We’re looking for a dedicated IT Service Delivery Manager to join our Digital Governance team within our Winnipeg Office at 140 Otter Street.

You will be responsible for ensuring that IT service delivery and service support processes are on track for consistently delivering a high level of client service in an effective and cost-efficient manner. You will use your leadership skills to identify internal and external customer issues and needs while maintaining excellent relationships with end-users and stakeholders.

What We Offer

  • Competitive compensation
  • Profit sharing program – every role plays a part in our success!
  • Company pension
  • Health & Extended Benefits
  • Opportunities for professional development
  • Tuition reimbursement
  • Employee & Family Assistance Program
  • A variety of committee driven employee engagement activities
  • We are one of Manitoba’s Top Employers for 2023
  • On-Site Cafeteria & Outdoor Patio
  • On-Site Gym
  • Free Parking

What You’ll Do

  • Monitor internal and customer-facing support functions to ensure optimal service delivery
  • Maintain high-performance levels for service-related processes, and implement improvement activities wherever necessary
  • Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Develop a deep understanding of projects to gain insights into the scope of service delivery
  • Take accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Analyze third-party and internal processes to create strategies for service delivery optimization
  • Lead the integration of affiliate support teams into PBL tools and processes, including Service Management and time tracking
  • Recommend methods of improvement and see that actions are implemented on time for service delivery upgrades
  • Identify and set KPIs to measure optimal service delivery
  • Provide accurate and regular reports to management on the performance of service delivery
  • Lead a team of analysts to implement identified improvements on the ServiceNow platform

Who You Are

  • Highly motivated and self-starter who takes the initiative with minimal supervision, along with the ability to work effectively in a collaborative team environment
  • Able to build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
  • Detail-oriented with the ability to prioritize and handle multiple initiatives while meeting tight deadlines, goals and targets in a fast-paced work environment
  • Great communicator with superior written and verbal communication skills
  • Passionate about delivering end-to-end customer-driven solutions

What You’ll Bring

  • Post-secondary degree or diploma, preferably with a technical major, such as Engineering or Computer Science
  • 10+ years of IT experience working with IT Service Management tools and processes, with 5+  years in a leadership position
  • Strong organizational skills and attention to detail
  • Ability to influence decision-making and drive consensus
  • Familiarity with operating and developing on the ServiceNow platform is an asset
  • Understanding Agile development practices and using tools such as Jira and Confluence is an asset

Apply now by submitting a cover letter and resume outlining fit and salary to

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

By submitting this application, the applicant consents to Pollard Banknote Ltd. collecting, using and retaining the personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

We thank all candidates that apply, however only those selected for an interview will be contacted. Employment is contingent upon a satisfactory response from a Criminal Record Search.