Service Delivery Manager

Vancity; Vancouver; Hybrid; CAD 81,000 - 122,000; Full time

Job summary

Join a forward-thinking organization as a Service Delivery Manager, where your expertise will drive seamless IT operations and enhance customer satisfaction. In this dynamic role, you'll lead service delivery efforts, fostering collaboration across teams to ensure high-quality execution aligned with business goals. With a commitment to continuous improvement, you'll implement best practices and drive performance metrics while maintaining transparency with stakeholders. This is an exciting opportunity to make a tangible impact in a supportive and inclusive environment, all while contributing to a movement dedicated to social justice and community resilience.

Benefits

Attractive benefit packages

Three to four weeks of vacation

Additional statutory holidays

Defined benefits pension plan

Flex credits for health care & dental benefits

Qualifications

• 3+ years of experience in IT service delivery or operations.
• Strong knowledge of ITSM frameworks like ITIL.
• Hands-on experience with service management tools.

Responsibilities

• Lead IT service delivery ensuring high-quality execution.
• Drive continuous improvement and service quality.
• Develop service performance reports and dashboards.

Skills

IT service delivery

Stakeholder engagement

Continuous improvement

Risk assessment

Excellent communication

Education

Degree in Information Technology

Degree in Computer Science

Degree in Business Administration

Tools

ServiceNow

Job description

About Vancity

Vancity is a member-owned credit union built on the principles of inclusion and social justice. A relentless commitment to their values has helped them challenge the status quo and break down barriers since day one in 1946. They have bold commitments to make Vancity net-zero by 2040 across all mortgages and loans and are pursuing strategies on Indigenous banking and to improve the financial resilience of their members.

Vancity is the largest private sector Living Wage Employer in Canada and has been consistently recognized as one of the Top Employers in Canada. If you’re interested in joining their team of 2,700 diverse individuals and accessing competitive rewards and benefits, all while knowing you are part of a greater movement, then apply today!

About the workplace

As a Service Delivery Manager, you'll be at the heart of our IT operations—ensuring seamless service delivery, driving continuous improvement, and keeping customer satisfaction front and center. You'll collaborate across teams to troubleshoot issues, offer expert guidance, and ensure services are delivered with consistency, quality, and care. Acting as the key bridge between technical teams and IT leadership, you’ll play a pivotal role in change management—ensuring that system updates and technical changes are implemented smoothly, with minimal disruption to business operations. If you thrive in a fast-paced, solutions-focused environment where your impact is both visible and valued, this role is for you.

This is a permanent, full-time role that will enjoy hybrid working arrangements which can be fulfilled primarily from the Vancity head office location and your Lower Mainland based home office.

A typical day would involve:

• Lead IT service delivery end-to-end, ensuring timely, high-quality execution aligned with business goals. Maintain regular communication with stakeholders, provide status updates, address concerns, and ensure compliance with standards, policies, and security protocols. Proactively identify and resolve service-related issues to minimize operational impact.
• Build strong partnerships with internal ITS teams and external departments to ensure seamless service delivery. Engage regularly to understand evolving needs, expectations, and feedback. Communicate clearly and consistently to keep stakeholders informed and aligned. Set realistic expectations around timelines and potential challenges.
• Drive continuous improvement by collecting feedback and implementing enhancements that improve service quality and client satisfaction. Foster long-term relationships by being responsive, reliable, and proactive, establishing trust and credibility through consistently high-quality service.
• Streamline processes and implement best practices in collaboration with cross-functional teams. Analyze feedback from Project Managers and other stakeholders to identify service gaps and improvement opportunities. Champion a culture of collaboration, innovation, and open communication.
• Ensure performance targets are met, monitoring delivery against established SLAs and KPIs. Report regularly on service performance and maintain transparency with business partners. Establish a continuous feedback loop to support adaptive improvements.
• Develop and deliver service performance reports, including key metrics such as Mean Time to Resolve (MTTR), SLA breaches, and major incident counts by division. Build and maintain dashboards in ServiceNow to provide visual insights into performance trends and opportunities for improvement.
• Mitigate risk and ensure operational continuity by identifying potential service risks and implementing proactive management strategies. Maintain comprehensive, up-to-date documentation of service delivery processes and procedures. Lead training sessions to ensure consistent documentation practices across teams.

You have:

• A degree in Information Technology, Computer Science, Business Administration, or a related field; an equivalent combination of education and experience may be considered.
• 3+ years of progressive experience in IT service delivery, IT operations, or service management, ideally in a complex and regulated environment.
• Strong working knowledge of ITSM frameworks (e.g., ITIL) and experience managing IT services in line with SLAs and KPIs.
• Hands-on experience with service management tools such as ServiceNow, including dashboard creation, incident tracking, and performance reporting.
• Demonstrated success in stakeholder engagement, including managing expectations, providing regular updates, and ensuring alignment with business objectives.
• Proficiency in analyzing service metrics (e.g., MTTR, SLA breaches, major incidents) to drive performance improvements and inform strategy.
• Experience leading continuous improvement initiatives, including feedback analysis, process optimization, and change implementation.
• Strong understanding of risk assessment and mitigation in a service delivery context.
• Excellent written documentation and verbal communication skills, including experience preparing service reports and conducting training sessions.

You are:

• Exceptional communicator – Heightened interpersonal skills, you are comfortable communicating with stakeholders in different levels of the organization. Demonstrate confidence and provide highly specialized project delivery expertise and advice:
• Technology savvy – You are constantly seeking to gain knowledge that is relevant to your role and to apply it in effective ways
• Organized - Good multi-tasking skills and the ability to prioritize work based on risk and business needs

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

The salary range for this role is $81,200 to $122,000 annually. Base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

Posting Deadline: Posted until filled

A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

We offer:

• We are the largest private-sectorLiving Wage Employerin Canada and have been consistently recognized as one of theTop Employers in Canada.
• Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs.
• New employees receive between three to four weeks of vacation allowance per calendar year, and the number of vacation days grows
• In addition to the 10 statutory holidays in British Columbia, Vancity provides an additional three statutory holidays. We offer care days for periods of short-term personal illness or emergency family illness.
• We have flex credits for our health care & dental benefits offer three levels of coverage for you to select from. These benefits will also be effective immediately based on your hire date.
• We understand that retirement means different things to different people and at Vancity we will offer you a Defined benefits pension plan that pays you a retirement income for life.

At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

We are committed to providing an inclusive and accessible recruitment experience for all candidates. If you require any accommodations at any stage of the recruitment process, please reach out to our Talent Acquisition team at [e-mail] for confidential support. In-person assistance is also available. We will collaborate with you to ensure your needs are met promptly and effectively.

Qualifications Education

Preferred

Bachelors