Senior Service Delivery Specialist

Bosa Properties; Vancouver; On-site; CAD 74,000 - 103,000; Full time

Job summary

A prominent real estate company in Vancouver seeks a Senior Service Delivery Specialist. This key role involves managing daily technology operations, troubleshooting issues, and mentoring junior staff members. Candidates should have a diploma in Computer Information Systems and at least five years of IT Operations experience. The position offers a competitive salary of CA$74,772 to CA$102,812 along with opportunities for career advancement.

Qualifications

• Minimum five (5) years of experience in an IT Operations support role.
• Experience with security best practices, including endpoint protection.
• Proven ability to gather business and user requirements.

Responsibilities

• Monitor ticket queue and serve as the primary escalation point for internal issues.
• Take ownership of projects and extended tasks.
• Diagnose and resolve hardware and software issues across all departments.

Skills

Problem-solving

Customer service

Communication

Troubleshooting

Education

Diploma in Computer Information Systems Administration or equivalent

Tools

Windows 10

Windows 11

iOS

Microsoft 365

FreshService

Job description

Join to apply for the Senior Service Delivery Specialist role at Bosa Properties

Join to apply for the Senior Service Delivery Specialist role at Bosa Properties

About The Company

Bosa Properties Inc. ("BPI") is an end-to-end real estate company offering human-centered solutions for property development and management. Based out of Vancouver, Canada, our team of in-house experts work across residential, commercial and master-planned projects, with a growing residential portfolio that includes more than 22,000 homes that are built or under development, and an income portfolio that includes 5.5 million square feet of retail, industrial, office and rental properties under management.

About The Company

Bosa Properties Inc. ("BPI") is an end-to-end real estate company offering human-centered solutions for property development and management. Based out of Vancouver, Canada, our team of in-house experts work across residential, commercial and master-planned projects, with a growing residential portfolio that includes more than 22,000 homes that are built or under development, and an income portfolio that includes 5.5 million square feet of retail, industrial, office and rental properties under management.

We are an organization of high achievers and believe what is created in community is always better than what is created in isolation. We set high expectations and support you in achieving excellence. We are building a trusted community to collaborate, learn from each other and deliver results.

About the Role :

Reporting to the Manager, IT Operations, the Senior Service Delivery Specialist / Senior IT Operations Specialist plays a key role in ensuring seamless day-to-day technology operations across the business. As an expert technical resource and mentor, you will provide guidance to junior team members, oversee hardware and software troubleshooting, manage escalations, and drive continuous process improvements to elevate service delivery.

In this role, you will be actively involved in incident management triage, acting as the primary escalation point for IT-related issues. You will also collaborate with business users to assess complex requests, determining whether they require direct resolution or should be classified as project work.

Supporting 300 users, the Service Delivery / IT Operations Team is a critical component of Bosa Properties' IT support framework. This is a unique opportunity for an IT professional to make a significant impact and contribute to the success of one of the top property developers in the country.

What You'll Do :

• Monitor ticket queue, assign issues and serve as the primary escalation point for internal issues, escalating to other teams as necessary to ensure timely resolution.
• Take ownership of projects and extended tasks, ensuring successful execution.
• Develop and refine processes for collecting user requirements on complex tickets and Service Delivery projects.
• Ensure seamless employee onboarding and offboarding by managing hardware and software provisioning and reclamation.
• Diagnose and resolve hardware and software issues across all departments.
• Act as the first line of defense in responding to security incidents, including identifying, triaging, and escalating security threats, and coordinating with internal teams and third-party vendors to ensure swift resolution.
• Assist with telecom, wireless networks, copiers, and security system setup and issue resolution at Sales Galleries and Remote Offices.
• Assist with and support AV set up and troubleshooting for meetings, events and town halls.
• Maintain hardware, software and device inventory while managing vendor relationships and procurement.
• Identify opportunities for operational improvements and automation, and research potential solutions.
• Maintain internal documentation and lead the creation of knowledge base articles.
• Work with stakeholders on technology adoption, training, and optimizing technology usage.

What you Bring :

The ideal candidate is a first-rate problem-solver that thrives in a fast-paced environment where autonomy is valued. You are highly detail-oriented, analytical, and possess exceptional customer service and communication skills. Most importantly, you take great pride in your work and demonstrate a strong sense of ownership, and are eager to contribute to a team and that values new technology and innovation.

Our Must Haves :

Diploma in Computer Information Systems Administration or equivalent work experience

Minimum five (5) years of experience in an IT Operations support role

Proven ability to gather business and user requirements and manage technology implementation projects.

Ability to train and mentor other technical staff.

Experience with security best practices, including endpoint protection, identity & access management (IAM), and zero-trust security framework.

Expertise in Windows 10, Windows 11, and iOS

Experience with Entra, Intune, SharePoint, and On-Prem Active Directory

Experience working with FreshService or other issue tracking systems

Experience with Microsoft 365 products, including Teams Rooms and Teams Phone

Strong understanding of networking concepts, including VLANs, routing, DNS, VPNs, and other key protocols and technologies.

Strong troubleshooting skills, with the ability to resolve complex technical issues.

Exceptional communication skills, with the ability to create clear and concise technical documentation.

Our salary ranges and bonus percentages are determined by job family and level. Base salary is determined by a combination of factors including, but not limited to, education and training, years of relevant experience, and internal equity.

Salary

74,772—$102,812 CAD

Who You Are

Trustworthy : You lead with trust when interacting with your team and other departments. You proactively build trust by demonstrating credibility, empathy, and sincerity.

Humble : Unpretentious and self-aware, you take responsibility for your mistakes. You know that egos are barriers to doing our best work and always learning.

Community focused : You believe what is created in community is always better than what is created in isolation and excellence is created through collaboration.

How To Apply

We value your interest in Bosa Properties. While we can only respond to shortlisted applicants, we will keep your information on file and consider you for future opportunities as they come available.

You belong here! If your experience and interests match with some of the above, we want you to apply. We are dedicated to building a diverse community, where everyone belongs.

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

Seniority level

Seniority level

Not Applicable

Employment type

Employment type

Full-time

Job function

Job function

Management and Manufacturing

Industries

Hospitals and Health Care, Wellness and Fitness Services, and Technology, Information and Internet

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