Manager, IT Service Delivery & Customer Experience

High Liner Foods; Mississauga; On-site; CAD 95,000 - 110,000; Full time

Benefits offered by this job

Health, dental & vision coverage

Retirement Planning

Wellness Programs

Mentorship opportunities

Flexible policies & summer hours

Job summary

High Liner Foods, Mississauga, is seeking a Manager, IT Services & Customer Experience to lead end-to-end IT service operations. The role oversees the outsourced desk, drives service quality, and manages the IT operating budget, while developing a high-performing, customer-first team.

On-site four days per week with a focus on value delivery. You will lead governance, incident management, and continuous improvement initiatives while fostering a culture of service excellence across a distributed

Qualifications

• Undergraduate degree or college diploma in Information Technology, Business Administration, or a related field; university degree preferred.
• 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 and building a high-functioning service-focused team.
• ITIL Foundation certification is an asset; ITIL Practitioner or higher preferred.
• Experience owning and managing an IT operating budget, including forecasting and vendor spend oversight.
• Strong 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 CSIRT or continuity function.

Responsibilities

• Serve as accountable lead for outsourced service desk / managed services partner, overseeing performance and SLAs.
• Lead IT service quality and customer experience improvements using CSAT, KPIs, and cost-to-serve insights.
• Own the IT operating budget, forecasting, vendor spend, invoices, renewals, and cost optimization.
• Lead, coach, and develop the IT Services & Customer Experience Supervisor.
• Manage the service catalog, self-service tools, and knowledge practices.
• Support IT governance, major incident management, security planning, and business continuity.
• Drive reporting, continuous improvement, and adoption of AI and automation.

Skills

IT Service Management

ITIL Foundation

Budget Management

Vendor Management

Major Incident Management

CSIRT participation

Analytics & Reporting

Education

Bachelor's degree in Information Technology, Business Administration, or related field

Job description

Job Overview

Reporting to the Senior Director, IT, the Manager, IT Services & Customer Experience is accountable for the end‑to‑end delivery, quality, and continuous improvement of IT service operations across the enterprise. This role owns the service management model and people leadership of the IT Services and Customer Experience and Support team. The expectation is that this position would be onsite 4 days per week.

Essential Duties and Responsibilities

• Serve as accountable lead for the outsourced service desk / managed services partner, overseeing service performance, SLA and KPI attainment, operational escalations, relationship management, service improvement planning, and transition activities, in alignment with the broader IT vendor management framework.
• Lead IT service quality and customer experience improvements, using CSAT, SLAs, KPIs, and cost‑to‑serve insights to drive measurable outcomes.
• Own the IT operating budget, including forecasting, cost optimization, vendor spend, invoices, renewals, and alignment to service value.
• Lead, coach, and develop the IT Services & Customer Experience Supervisor, supporting effective daily operations and team growth.
• Manage the service catalog, self‑service tools, and knowledge practices to ensure IT services are clear, accessible, current, and adopted by users.
• Support IT governance, major incident management, operational readiness, security planning, CSIRT participation, and business continuity activities.
• Drive reporting, continuous improvement, customer‑first service culture, and adoption of AI, automation, and productivity tools to improve efficiency and outcomes.

Qualifications

• Undergraduate degree or college diploma in Information Technology, Business Administration, or a related field; university degree preferred.
• 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 and build a high‑functioning service focused team.
• ITIL Foundation certification is an asset; ITIL Practitioner or higher preferred.
• Demonstrated experience owning and managing an IT operating budget, including forecasting, invoice management, renewal planning, vendor spend oversight, and cost optimization.
• Strong service management planning and execution skills, with proven ability to define, track, and improve SLAs, KPIs, and CSAT outcomes.
• Experience managing third‑party vendors and managed service providers.
• Demonstrated ability to lead end‑to‑end major incident management.
• Experience contributing to or participating in a Cyber Security Incident Response Team (CSIRT) or equivalent business continuity function.
• Strong analytical and reporting skills, with the ability to translate service performance data into executive‑ready insights and actionable improvement plans.
• Excellent verbal and written communication skills.
• Ability to foster a customer‑first service culture across a geographically distributed team.
• Experience working in a manufacturing, CPG, or similarly complex operational environment is preferred.

Salary Transparency

High Liner Foods’ compensation offerings are founded in a pay‑for‑performance philosophy that recognizes individual and team performance. The typical hiring range for this position is from $95,000 - $110,000; the base pay is offered based on a variety of factors including geographical market location and may vary depending on job grading practices, job‑related knowledge, skills, experience and internal equity factors. As part of our total rewards offering, employees may be eligible to participate in an annual short‑term incentive program and long‑term incentive program (for Dir+) subject to program eligibility requirements.

AI Disclosure

We use an AI‑assisted note‑taking tool during our conversations to help us stay fully present and engaged. If you are uncomfortable with this for any reason, please let us know, and we will turn it off. Please be assured that all applications are reviewed by a human, and hiring decisions are made by our team based on a variety of factors, including skills, experience, and overall fit for the role.

Benefits

• Competitive Salary
• Health, dental & vision coverage
• Pay for performance incentives
• Employee & Family assistance programs
• Wellness Programs
• Retirement Planning
• Supplemental Parental Leaves
• Disability Support
• Family friendly Flex policies & Summer hours
• Volunteer hours
• Learning and mentorship opportunities
• Safety focused work environment