Manager, IT Service Delivery & Customer Experience

High Liner Foods; Halifax; On-site; CAD 95,000 - 140,000; Full time

Job summary

High Liner Foods is seeking a Manager, IT Service Delivery & Customer Experience to lead end-to-end IT service operations. Reporting to the Senior Director, IT, you will own the service delivery model, the managed services partner, and the IT Service Delivery & Customer Experience team.

This position is onsite four days per week. You will oversee the outsourced help desk, drive CSAT, SLA, and KPI improvements, manage the operating budget, coach staff, and ensure clear service catalogs and

Qualifications

• Bachelor's degree or diploma in IT, business administration, or related field.
• 5+ years IT experience with strong IT service management
• 3+ years of direct people leadership experience
• Experience owning an IT operating budget including forecasting, invoices, renewals, vendor spend
• Demonstrated ability to define, track, and improve SLAs, KPIs, and CSAT outcomes
• Experience managing third-party vendors and MSPs
• Experience leading end-to-end major incident management and CSIRT or business continuity
• Strong analytical and reporting skills with ability to translate service data into executive-ready insights
• Excellent verbal and written communication skills and customer-first mindset

Responsibilities

• Serve as the accountable lead for outsourced service desk and managed services partner, overseeing SLA performance.
• Drive IT service quality and CSAT improvements using CSAT, SLAs, KPIs, and cost-to-serve insights.
• Own the IT operating budget, including forecasting, cost optimization, invoices, and renewals.
• Lead, coach, and develop the IT Service Delivery & Customer Experience Supervisor.
• Manage the service catalog, self-service tools, and knowledge practices.
• Support IT governance, major incident management, operational readiness, security planning, CSIRT participation, and business continuity.
• Champion a customer-first service culture and the adoption of AI, automation, and productivity tools.

Skills

IT service management

People leadership

Budget management

SLA & KPI tracking

CSAT analysis

Vendor management

Analytical reporting

Communication skills

Education

Bachelor's degree or diploma

ITIL Foundation certification

ITIL Practitioner or higher preferred

Job description

Meridia Recruitment Solutions has partnered with High Liner Foods on their search for a Manager, IT Service Delivery & Customer Experience to join their team.

Founded in 1899 in Lunenburg, Nova Scotia, High Liner Foods is a leading North American processor and marketer of value-added frozen seafood. Its trusted brands, including High Liner, Fisher Boy, Sea Cuisine, Mrs. Paul's, and Van de Kamp's, are enjoyed by families, restaurants, and institutions across Canada and the United States. Guided by its purpose of Reimagining Seafood to Nourish Life, High Liner Foods is a people-first organization that invests in development, collaboration, and a culture where safety, well-being, and growth are priorities.

Position Scope:

Reporting to the Senior Director, IT, the Manager, IT Service Delivery & Customer Experience will be responsible for the end-to-end delivery, quality, and continuous improvement of IT service operations across the enterprise. This role owns the service management model, the managed services partnership, and the leadership of the IT Service Delivery and Customer Experience team. This position is onsite 4 days per week.

Responsibilities

• Serve as the accountable lead for the outsourced service desk and managed services partner, overseeing SLA and KPI performance, escalations, relationship management, and service improvement planning.
• Drive IT service quality and customer experience improvements using CSAT, SLAs, KPIs, and cost-to-serve insights.
• Own the IT operating budget, including forecasting, cost optimization, vendor spend, invoices, and renewals.
• Lead, coach, and develop the IT Service Delivery & Customer Experience Supervisor to support effective daily operations and team growth.
• Manage the service catalog, self-service tools, and knowledge practices to ensure IT services are clear, current, and well adopted.
• Support IT governance, major incident management, operational readiness, security planning, CSIRT participation, and business continuity.
• Champion a customer-first service culture and the adoption of AI, automation, and productivity tools to improve efficiency and outcomes.

Position Requirements:

• Undergraduate degree or college diploma in Information Technology, Business Administration, or a related field.
• 5+ years of progressive IT experience with a strong foundation in IT service management and service delivery operations.
• 3+ years of direct people leadership experience building high-functioning, service-focused teams.
• Proven experience owning an IT operating budget, including forecasting, invoice management, renewals, vendor spend, and cost optimization.
• Demonstrated ability to define, track, and improve SLAs, KPIs, and CSAT outcomes.
• Experience managing third-party vendors and managed service providers.
• Experience leading end-to-end major incident management and participating in a CSIRT or equivalent business continuity function.
• Strong analytical and reporting skills, with the ability to translate service data into executive-ready insights.
• Excellent verbal and written communication skills, with the ability to foster a customer-first culture across a geographically distributed team.

Assets:

• University degree.
• ITIL Foundation certification; ITIL Practitioner or higher preferred.
• Experience in a manufacturing, CPG, or similarly complex operational environment.