Manager, Service Delivery – Western Region

Intact Financial Corporation; Calgary; Híbrido; CAD 128.000 - 157.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Wellbeing benefits

Employee Share Purchase Plan (ESPP)

Flexible leave options

Descripción de la vacante

Intact Financial Corporation in Western Canada seeks a visionary Manager, Service Delivery – Western Region to lead a multidisciplinary team delivering end-user computing and workplace technology services. You will partner with Technology, Cybersecurity and Business stakeholders to design and implement regional service strategies that enhance reliability and the employee experience.

You will drive service performance, adoption of automation and AI-enabled tools, manage vendor relationships, and

Formación

• 10+ years in technology service delivery or end-user computing.
• Experience managing regional or multisite service delivery.
• Proven leadership and development of high-performing teams.
• Strong collaboration with business partners and stakeholders.

Responsabilidades

• Lead a multidisciplinary regional service delivery team for onsite and remote support.
• Define and execute the regional service roadmap and performance metrics.
• Collaborate with Service Desk, Cybersecurity, Infrastructure, and Business Ops to improve employee experience.
• Recruit, mentor and conduct performance reviews for regional staff.

Conocimientos

Leadership

Collaboration & communication

Strategic thinking

Data analysis & metrics

AI tools & automation

Travel within Western Canada

Educación

Bachelor’s degree in Information Technology, Computer Science or related field

Herramientas

AI tools

ITSM tools

Deskside support

Descripción del empleo

About the role

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us. Pay at Intact is about much more than just salary. Flexible work arrangements and a hybrid work model Possibility to purchase up to 5 extra days off per year Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life) Salary range (but not limited to): 128,300 - 156,800 Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 15% As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares. Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

Are you a visionary technology leader with a strong “user-centric service mindset” and a passion for delivering outstanding workplace technology experiences? Do you thrive in a dynamic, collaborative environment where your leadership can make a tangible impact across a diverse and geographically distributed region? If so, End User Computing has an exciting opportunity for you! As Manager, Service Delivery – Western Region, you will play a pivotal role in shaping the future of regional workplace technology services. You will lead a talented multidisciplinary team and collaborate closely with other managers, technology partners and business stakeholders to design and deliver best-in-class support experiences across Western Canada. Your contributions will ensure colleagues receive reliable, secure and responsive technology services that enable productivity, strengthen business continuity and improve the overall employee experience. The role reflects established service delivery practices centred on dependable, customer-focused support, end-user experience and measurable service improvement. You will play a critical role in defining and executing the regional service strategy, improving employee experience, strengthening operational performance and ensuring consistent delivery across key offices and business operations in British Columbia, Alberta, Saskatchewan and Manitoba. Reporting to the Director, End User Computing, your main responsibilities will include:

• What you’ll do here: Lead, coach and inspire a multidisciplinary regional service delivery team responsible for onsite and remote technology support, setting clear priorities, accountabilities and performance expectations.
• Lead your team in understanding business needs, employee needs and service pain points, effectively translating them into impactful regional strategies and concrete improvement opportunities.
• Detail and execute the regional service roadmap with your team to improve workplace support, service request fulfilment, device lifecycle activities, collaboration technology and onsite technology readiness.
• Foster a “service ownership mindset” and elaborate data-driven strategies in close collaboration with teams in Service Desk, Workplace Technology, Cybersecurity, Network, Infrastructure, Asset Management and business operations.
• Build and foster alignment across regional stakeholders around service priorities, execution plans, operational standards and the delivery of a consistent employee experience across offices and remote locations.
• Act as the primary regional escalation point for significant service issues, coordinating restoration, business communications, root-cause analysis and sustainable corrective actions.
• Collaborate with other management members to implement strategies, set goals and performance indicators, coordinate deliverables, sequence dependencies and manage operational risks.
• Define and monitor service performance measures, including service-level attainment, first-contact resolution, backlog health, mean time to restore, customer satisfaction and recurring incident trends.
• Drive automation, self-service, knowledge management and shift-left opportunities, responsibly applying AI-enabled tools to improve service quality, productivity and the employee experience.
• Ensure regional technology readiness for office openings, relocations, renovations, business events, major deployments and continuity scenarios.
• Strengthen hardware and software lifecycle execution, inventory controls, technology standards, refresh planning, warranty services and responsible asset disposition in collaboration with enterprise teams.
• Develop trusted relationships with leaders and key business partners across Western Canada, providing clear service insights, recommendations, risk visibility and follow-up on commitments.
• Manage vendors, budgets, capacity and resource plans, while monitoring commitments, service levels, risks and dependencies.
• Conduct recruitment and mentoring initiatives, one-on-one meetings, performance reviews and individual career development planning.

What you bring to the table:

• Bachelor’s degree in Information Technology, Computer Science, business administration, service management or a related field, or any equivalent combination of education and experience.
• At least 10 years of relevant experience, with more than 5 years in technology service delivery, end-user computing, infrastructure operations or workace support roles.
• At least 5 years of experience in managing technology professionals.
• Proven experience in regional or multisite service delivery, particularly in workplace technology, deskside support, device lifecycle management or large-scale end-user computing environments.
• Strong leadership skills with a track record of successfully managing and developing high-performing teams and improving service management and operational practices.
• Excellent collaboration and communication skills, with the ability to build credibility and work effectively across diverse technical, operational and business teams.
• Strategic thinker with the ability to translate complex technology and business needs into actionable service strategies and delivery plans.
• Proficiency in data analysis and the use of service analytics, experience measures and operational insights to drive decisions and continuous improvement.
• Passion for innovation and a relentless drive for service excellence, automation and a high-quality employee experience.
• Strong knowledge of workplace technology services, endpoint support, asset lifecycle practices, collaboration tools, networking fundamentals, identity and access processes and operational resilience.
• Experience with IT service management practices, including incident, request, problem, change, knowledge, asset and service-level management.
• Hands-on experience using AI tools responsibly to improve productivity, analysis, automation and service delivery.
• Ability to travel within Western Canada and support critical business activities outside regular hours when required.
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
• No Canadian work experience required however must be eligible to work in Canada.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

#LI-Hybrid Il s'agit d'un nouveau rôle au sein de notre équipe en pleine croissance | This role is a new member of our growing team. We are an equal opportunity employer At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives. We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community. As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request. If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs. Learn more about our recruitment process and your candidate journey here.