IT Service Delivery Lead

Servpro Industries, Inc.; Burnaby; Hybrid; CAD 99,000 - 136,000; Full time

Benefits offered by this job

Health and dental benefits

Paid vacation

Leadership role

Job summary

Svante, a rapidly growing clean energy technology company, seeks an IT Service Delivery Lead to head enterprise IT services across service desk, infrastructure, networking, and OT. You will lead the Service Desk, guide infrastructure initiatives, and partner with cybersecurity and project teams to deliver reliable, scalable technology aligned with business priorities.

The role requires strong leadership, ITSM expertise, and hands-on problem solving in a hybrid Burnaby-based environment.

Qualifications

• Bachelor's degree in CS/IT or related field, or equivalent experience.
• Seven+ years of progressive IT infrastructure, operations, or service delivery experience.
• Experience leading IT service delivery in complex enterprise environments, with OT/SCADA exposure preferred.
• Strong experience with Windows Server, Active Directory, Azure, Microsoft 365.
• Experience with virtualization (VMware, Hyper-V).
• Solid understanding of enterprise networking, Fortinet devices, VPNs.
• Experience with cloud environments (Azure, AWS) and ITSM (Jira).
• Backup, disaster recovery, and high-availability solutions knowledge.

Responsibilities

• Lead end-to-end IT service delivery across enterprise infrastructure, networking, and OT environments.
• Drive ITSM best practices including incident, problem, change, and request management.
• Monitor service performance with KPIs, reporting, and continuous improvement.
• Chair the Change Advisory Board and coordinate major incident response.
• Support Microsoft enterprise environments (AD, Azure AD, Windows Server, M365).
• Collaborate with infrastructure teams for virtualization, networking, cloud platforms, monitoring, DR/BC.
• Lead small to medium technology initiatives and develop runbooks and standards.
• Build relationships with business stakeholders to ensure excellent user experience.

Skills

IT leadership

Service delivery

Stakeholder management

Problem solving

Automation mindset

Communication

Leadership

Education

Bachelor's degree in Computer Science or Information Technology

Seven+ years IT infrastructure/operations experience

Tools

Jira

Zabbix

VMware

Hyper-V

Azure

AWS

Fortinet

Job description

About Our Client

Our client – Svante – is a rapidly growing clean energy technology company dedicated to making commercial-scale carbon capture and removal a reality.

As a purpose-driven organization, they are committed to accelerating the global transition to carbon neutrality. They are enabling global industries to play offense in the fight against climate change by empowering them with scalable, environmentally responsible carbon capture and removal solutions tailored to the unique challenges of each client.

Their growing success reflects not only their commitment to these goals but is also a testament to fostering a fantastic, people-first corporate culture.

About This Role

Reporting to the Director of Information Technology, the IT Service Delivery Lead will be responsible for leading the delivery of enterprise IT services across service desk operations, infrastructure, networking, and operational technology environments. The successful candidate will ensure technology services remain reliable, secure, scalable, and aligned with business priorities while fostering a culture of continuous improvement.

This position combines technical leadership with service management, requiring someone who enjoys improving operational processes while remaining engaged with the underlying technology. The successful candidate will lead the Service Desk team, collaborate closely with infrastructure, cybersecurity, engineering, and project management teams, and serve as the primary escalation point for major incidents.

Key responsibilities include:

• Leading end-to-end IT service delivery across enterprise infrastructure, networking, and OT environments.

• Driving service excellence through IT Service Management (ITSM) best practices, including incident, problem, change, and request management.

• Monitoring service performance through KPIs, reporting, and continuous improvement initiatives.

• Chairing the IT Change Advisory Board and coordinating major incident response.

• Supporting Microsoft enterprise environments, including Active Directory, Azure AD, Windows Server, and Microsoft 365.

• Collaborating with infrastructure teams to support virtualization, networking, cloud platforms, monitoring solutions, disaster recovery, and business continuity initiatives.

• Working closely with project teams to successfully deliver technology initiatives while occasionally leading small to medium-sized projects.

• Developing documentation, operational standards, automation initiatives, and runbooks that improve consistency and efficiency.

• Building strong relationships with business stakeholders to ensure technology services meet operational needs and deliver an exceptional user experience.

About the Candidate

The ideal candidate is an experienced IT service delivery professional who combines strong technical expertise with proven leadership capabilities. You are passionate about delivering exceptional technology services, improving operational processes, and developing high-performing teams. You thrive in collaborative environments where you can balance strategic planning with hands-on problem solving.

Qualifications include:

• Bachelor's degree in Computer Science, Information Technology, or a related discipline (or an equivalent combination of education and experience).

• Seven or more years of progressive experience in IT infrastructure, operations, or service delivery.

• Demonstrated experience leading IT service delivery within complex enterprise environments, ideally with exposure to operational technology (OT) or SCADA environments.

• Strong experience supporting Microsoft enterprise technologies, including Windows Server, Active Directory, Azure, and Microsoft 365.

• Experience with virtualization platforms such as VMware and Hyper-V.

• Strong understanding of enterprise networking, including routing, switching, firewalls, VPNs, and Fortinet technologies.

• Experience supporting cloud environments such as Microsoft Azure and AWS.

• Familiarity with IT Service Management (ITSM) platforms such as Jira and infrastructure monitoring tools such as Zabbix.

• Experience with backup, disaster recovery, and high-availability solutions.

The following would be considered strong assets:

• Experience supporting SCADA or industrial control systems, such as Ignition.

• Exposure to cybersecurity platforms, including Arctic Wolf and Microsoft Defender.

• Experience implementing infrastructure automation using scripting, Infrastructure as Code, Terraform, or ARM templates.

• Previous experience leading technical teams and mentoring service desk or infrastructure professionals.

Additionally, the successful candidate will demonstrate:

• Outstanding leadership, communication, and stakeholder management skills.

• Strong analytical thinking and complex problem-solving abilities.

• A customer-first mindset with a passion for service excellence.

• Exceptional organizational and prioritization skills.

• A continuous improvement mindset with a focus on automation, standardization, and operational efficiency.

This is a full-time permanent position based in Svante's HQ located in Burnaby, BC. The position follows a hybrid (4 days/week in office) working model.

Compensation & Benefits

Our client offers a competitive compensation package that includes a base salary in the range of CAD $98,500 - $135,500, comprehensive health and dental benefits, paid vacation, and the opportunity to play a meaningful leadership role within a growing technology organization committed to innovation and operational excellence.

The final compensation package will be commensurate with the successful candidate's qualifications, skills, and experience. Talent Edge and Svante believe in pay equity, fairness, and transparency.

Next Steps

Talent Edge and Svante are equal opportunity employers. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. If you require accommodation during the application or interview process, please let us know at [e-mail].

All applications will be treated with the utmost confidentiality. Your personal information will be used solely for the purpose of the hiring process and will never be shared without your consent.