IT Service Management and Delivery Supervisor

Pembina Pipeline Corp.; Calgary; Hybrid; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Remote Fridays

Job summary

Pembina Pipeline Corporation is seeking an IT Service Management & ServiceNow Delivery Supervisor in Calgary, hybrid work arrangement. The role leads a team within the IT Service Management department, overseeing governance, strategy, and service performance to align with business objectives and regulatory needs.

The successful candidate will manage ITSM processes, drive continuous improvement, and collaborate with stakeholders across the organization to enable secure, scalable, and reliable

Qualifications

• Post-secondary degree in IT, CS, Business, or related field.

Responsibilities

• Lead, mentor, and develop ITSM team members and service delivery resources.
• Own core ITSM governance, including Incident, Problem, Change, Request, and Knowledge Management.
• Own ServiceNow roadmap, platform strategy, and delivery governance with release control.
• Monitor service performance, KPIs, and partner with teams to improve reliability and customer experience.
• Champion safety and compliance while supporting audit readiness and risk identification.

Skills

ITSM leadership

Stakeholder communication

Continuous improvement

Automation mindset

Education

Post-secondary degree in IT/CS or related field

ITIL/ServiceNow certifications preferred

Tools

ServiceNow

ITIL framework

Job description

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IT Service Management and Delivery Supervisor

Location: Calgary, AB, CA, T2P 1G1

Requisition ID: 28911

Work Arrangement:Hybrid

Department: IT Service Management

Pembina Pipeline Corporation is a dynamic energy transportation and midstream provider, serving customers for more than 70 years. Chances are, we do more than you think. We own pipelines that transport hydrocarbon liquids and natural gas products produced primarily in Western Canada. We also own gathering and processing facilities and an oil and natural gas liquids infrastructure and logistics business. Our operations along the hydrocarbon value chain allow us to offer a full state of midstream and marketing services to our customers in the energy industry.

We are an organization that cares not only about results, but how those results are achieved. Our organization is grounded in the values of Safe, Trustworthy, Respectful, Collaborative and Entrepreneurial Pembina has a diverse and inclusive working environment that provides employees with a positive and engaging work experience where they are recognized and empowered. Learn more about our values and strategy .

We value the safety of our communities, customers, contractors and employees, and believe that all incidents are preventable. Compliance with all policies, procedures and regulations is a requirement, and our Life Saving Rules are basic rules. Employees embed physical, psychological, and cyber safety into all work practices while taking personal accountability to maintain compliance, support audit readiness, proactively identify risks, and protect our people, assets, and data. Working for Pembina means working safely.

Overview:

Pembina Pipeline Corporation’s Calgary’s office is actively hiring for an IT Service Management & ServiceNow Delivery Supervisor to join the team. This position reports to the Manager, PMO & Governance in the Information Services team, part of Pembina’s Legal, People, and Corporate Affairs division.

Pembina's Information Services team manages and maintains the company's infrastructure, provides technical support, ensures data security and accessibility, implements new technology, strategies for future development, manages vendors, and ensures compliance with relevant laws and regulations. We depend on our talented people who are constantly looking for innovative ways to improve our processes and existing technologies. Our focus is to collaborate with our customers and colleagues to land cutting edge technologies to help improve the way we work, maximize productivity, and reduce cost which in turn contribute to the environmental solutions that help with our climate change challenges. We are building a diverse team of open-minded, adaptable and innovative people, to keep up with the changing world of technology.

The Supervisor, ITSM & ServiceNow Delivery leads Pembina's integrated ITSM governance and ServiceNow delivery functions, providing strategic direction and operational oversight for service management processes, platform strategy, and service performance. Acting as the key liaison between business stakeholders, ISU leadership, operational teams, and delivery partners, the role ensures IT services and platform capabilities align with business objectives, compliance requirements, and operational needs — driving service excellence through governance, innovation, and continuous improvement.

Responsibilities may include but not limited to:

Leadership & Team Development:

• Lead, mentor, and develop a team of ITSM SMEs, Business Analysts, ServiceNow Administrators and Developers, and service delivery resources; and
• Set team priorities, objectives, and performance expectations aligned to organizational goals, fostering accountability, collaboration, and customer service excellence.

ITSM Governance & Process Ownership:

• Own and govern core ITSM processes: Incident (including Major Incident), Problem, Change, Request, and Knowledge Management;
• Develop and continuously improve ITSM policies, standards, procedures, and controls; monitor process compliance, effectiveness, and maturity; and
• Lead audits, compliance reviews, and remediation, ensuring governance supports regulatory, security, and operational requirements.

ServiceNow Platform Strategy & Delivery:

• Own the ServiceNow roadmap, platform strategy, and delivery governance, including demand intake, prioritization, and execution of enhancements and new capabilities;
• Oversee administration, configuration, integrations, upgrades, releases, and lifecycle management, with defined release governance, deployment standards, and QA practices; and
• Ensure business requirements translate into sustainable solutions and that the platform remains reliable, secure, and scalable.

Service Performance & Stakeholder Management:

• Serve as the primary point of contact for ITSM and ServiceNow initiatives, partnering with business units, ISU leadership, operational teams, and external providers to align priorities and outcomes;
• Monitor and report on service performance, KPIs, and operational trends, partnering with support teams to improve reliability and customer experience;
• Drive continuous improvement, automation, and AI-enabled capabilities; evaluate emerging technologies and develop business cases supporting service and platform investment; and
• Oversee vendor performance, contractual commitments, service levels, and delivery outcomes.

Additional Responsibilities:

• Champion Pembina’s Zero by Choice safety culture and Life Saving Rules by embedding physical, psychological, and cyber safety into all work practices while taking personal accountability to maintain compliance, support audit readiness, proactively identify risks, and protect our people, assets, and data; and
• Participate and support an equitable, diverse, and inclusive workplace.

Qualifications:

• Post-secondary degree in Information Technology, Computer Science, Business, or a related field; an equivalent combination of education and experience will be considered
• Progressive experience in Information Technology, including experience leading teams and/or providing people leadership;
• Demonstrated expertise in IT Service Management (ITSM) processes and ServiceNow platforms within complex enterprise environments;
• Proven ability to build strong stakeholder relationships, lead service improvement initiatives, and support organizational change;
• ITIL Foundation certification is required;
• ITIL Managing Professional, ServiceNow Certified System Administrator (CSA), and ServiceNow Certified Implementation Specialist (CIS) certifications are preferred; and
• PMP, Certified Scrum Master (CSM), or other Agile certifications are considered assets.

Pembina’s Flexible Work Standard provides the option for eligible employees to work remotely on Fridays

The successful candidate must be legally able to work in the country of the position. The final candidate will be required to undergo Pre-Employment Background Checks including a Criminal Record Check.

This position is scheduled to be posted until end of day:10/01/2026. In rare circumstances, a position may be posted for less time if there has been significant interest in the role.

Our expectations are high, and our total rewards package reflects this.

Diverse perspectives, backgrounds, and experiences contribute to our collective successand enrich our workplace culture. We encourage applications from individuals of all backgrounds and experiences. If you're contacted to set up an interview and you require accessibility accommodations, please let your Talent Acquisition Advisor know at that time.