Senior Manager, Digital Service Experience & ITSM Lead

WGL; Calgary; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading energy company in Alberta is seeking a Senior Manager, Service Experience to improve digital service quality and user satisfaction. You will lead enterprise-wide initiatives, manage SLAs with service providers, and utilize analytics tools like Power BI for insights. Ideal candidates should have over 8 years of experience in IT service desk operations and a strong grasp of ITIL frameworks. Join a collaborative environment dedicated to innovation and employee engagement.

Benefits

Competitive pay

Incentive bonus plans

401K matching

Medical, dental, and vision coverage

Paid time off (PTO)

Qualifications

• 8+ years of experience in IT Service Desk operations with focus on service delivery.
• Proven ability to manage SLAs and vendor relationships.
• Strong understanding of ITIL frameworks and ITSM platforms.

Responsibilities

• Lead enterprise-wide service experience programs across the organization.
• Manage and optimize service delivery and continuous improvement.
• Leverage analytics tools for actionable insights and performance.

Skills

IT Service Desk operations

Service Level Agreements management

ITIL frameworks

Power BI for reporting

Customer experience design

Leadership skills

Stakeholder management

Analytical and problem-solving skills

Education

ITIL V3 Expert or ITIL 4 Managing Professional

Certifications in customer experience or service management

Tools

ServiceNow

Microsoft 365

Job description

A leading energy company in Alberta is seeking a Senior Manager, Service Experience to improve digital service quality and user satisfaction. You will lead enterprise-wide initiatives, manage SLAs with service providers, and utilize analytics tools like Power BI for insights. Ideal candidates should have over 8 years of experience in IT service desk operations and a strong grasp of ITIL frameworks. Join a collaborative environment dedicated to innovation and employee engagement.