Business Improvement Manager (Service Provider Performance)

T-Net British Columbia; Burnaby; On-site; CAD 90,000 - 110,000; Full time

Job summary

A leading energy provider in Burnaby is seeking a Business Improvement Manager to oversee service provider performance and ensure smooth project transitions. The ideal candidate has over 7 years in IT service management with proven ITIL experience. Responsibilities include managing service performance and developing transition-related templates. A blend of strong analytical skills and effective communication is required. This is a full-time position offering career progression in a reputable firm.

Benefits

15 paid vacation days

Flexible work model

Training and development courses

Qualifications

• 7+ years of experience in IT service management.
• At least 5 years in service operations.
• 3 years of hands-on ITIL practice.

Responsibilities

• Provide practical guidance for smooth transition of services into operations.
• Develop templates to support service readiness.
• Monitor service performance against targets.

Skills

Advanced skills in analytics

Effective communicator

Experience in vendor performance management

Education

Bachelor degree in Business Management or equivalent

Tools

Excel

Power BI

ServiceNow

Job description

Business Improvement Manager (Service Provider Performance)

BC Hydro

Posted August 29, 2025
Burnaby

Job Overview

Source: BC Hydro
Job Title: Business Improvement Manager (Service Provider Performance)

Job Location: Burnaby, British Columbia, Canada

Powered by water... and by people like you

Providing clean electricity to 4 million customers takes a diverse workforce and that's where you come in. We need your talent to help us build major projects to meet growing demand. To help our customers find clean energy solutions for their homes and businesses and to be ready to respond during storms and outages to keep our system reliable.

Working for BC Hydro is meaningful. And now, the stakes have been raised as we work towards a solution to climate change while safely providing clean, affordable electricity to our customers.

We offer a healthy work life balance, training opportunities and career progression. We're proud to be ranked as one of B.C.'s Top Employers and one of Canada's Best Diversity Employers. Join us as we build an even cleaner B.C.

JOB DESCRIPTION

Duties:

Project Transition:

*Provide advice and practical guidance to project teams to ensure a smooth transition of services into operations including coordination of ServiceNow tool and process setup prior to services go live.

*Contribute to the development and evaluation of project deliverables related to IT support model. Conduct thorough reviews to assess quality and alignment with organizational standards, recommend approvals as appropriate.

*Develop new and/or evolve existing transition planning related templates to support service readiness and operational continuity, incorporating key elements tied to service provider contractual obligations and ITIL processes.

*Coach Project Managers and Analysts on documentation requirements to improve clarity and consistency.

* Provide leadership in Service Level Reporting and Service Provider Performance Measurement, ensuring vendor reports are accurate and reflective of actual performance.

* Monitor service performance against targets to ensure service level compliance, identifying trends and service

* Manage, document, and maintain Service Level Definition and metrics.

* Review, revise, and update Service Level documentation in alignment with vendor contract changes, ensuring

continued service delivery effectiveness and contractual compliance.

* Facilitate performance review discussions with service providers to identify actionable areas and lead targeted

improvement initiatives that enhance service quality and alignment with contractual expectations.

* Track and monitor Continual Service Improvement initiatives and remediation plans, ensuring progress,

accountability, and measurable outcomes.

Other:

* Manage end to end lifecycle of software licenses for Service Management and Platform Solutions department,

including acquisition, renewal, tracking, and compliance with contractual terms. Partner with procurement and other stakeholders to align licensing with operational and budgetary goals.

* Prepare and maintain training material and conduct training related to Service Level measurement and Transition Planning artifact completion

* Perform duties of a minor nature related to the above duties that do not affect the rating of the job.

Qualifications:

* Bachelor degree in Business Management or equivalent.

* 7 + years of experience in IT service management, including at least 5 years in service operations (support/

sustainment) and 3 years of direct, hands-on ITIL practice (e.g. Incident, problem, and service level management).

* Deep understanding of E2E ITIL service operations and vendor performance management.

* Proven experience in E2E technology sustainment/support and service management tooling (ServiceNow).

* Advanced skills in analytics, reporting, Excel, Power BI, Visio, Power Point and Word

* Effective communicator with solid presentation, facilitation and interpersonal skills.

* Experience in software license oversight, budgeting, and financial planning is an asset

ADDITIONAL INFORMATION

- A minimum of 15 paid vacation days

- Flexible work model, depending on your role type

- Training and development courses

For more information on the benefits we offer, visit bchydro.com/benefits.

What else you should know

* As part of the selection process, applicants may be required to take a written test/assessment.

On the BC Hydro Careers site, click on the Apply button in order to complete the steps to apply for this job. Please be sure to update your Candidate Profile with your current resume and include copies of your certifications, if applicable.

We're always looking for exceptional people to bring new ideas, fresh thinking and the motivation to help shape the electricity system in B.C. It's an exciting time to be a part of our team as we invest in our system and prepare to meet the challenges of tomorrow.

Our values guide our work. Want to join us?

We are safe.

We are here for our customers.

We are one team.

We act with integrity and respect.

We are forward thinking.

BC Hydro is an equal opportunity employer.

We include everyone. We welcome applications from anyone, including members of visible minorities, women, Indigenous peoples, persons with disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to productively engage with diverse communities.

We are also happy to provide reasonable accommodations throughout the selection process and while working at BC Hydro. If you require support applying online because you are a person with a disability, please contact us at [e-mail]

Our four role types identify the degree of flexibility an employee could have to work from home based on the type of work they do. The flexibility for an individual job is up to the manager for each position and the operational requirements. Employees also have the right to work full-time from the office if they prefer. All of our roles require at least some in-person time.

IBEW/Field - No option to work from home

Resident - Works primarily (4+ days per week) in the office.

Hybrid - May be able to work from home up to 3 days per week.

Remote - Works from home 4+ days per week

Response Information

To apply for this position, please click the appropriate "Apply" button (or follow the application instructions listed in the Job Description above). If more than one Apply button appears below, please select the option you prefer.

Business Improvement Manager (Service Provider Performance)

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