IT Service Delivery Lead
$98,500–$135,500 year
HybridBurnaby, British Columbia, Canada
Job Summary
Lead enterprise IT service delivery across infrastructure, networking, and operational technology environments, ensuring stable, secure, and high-performing services for business operations and mission-critical SCADA systems. Establish and continuously improve IT Service Management processes, including incident, problem, change, and request management, while acting as the primary escalation point for major incidents. Define service metrics, chair the IT Change Advisory Board, and develop operational documentation to drive accountability and consistency. Partner with infrastructure, cybersecurity, engineering, and project teams to support Microsoft enterprise technologies, virtualization platforms, cloud infrastructure, and automation initiatives. Lead and mentor the Service Desk team while championing operational excellence and continuous improvement to align with business priorities.
Required Qualifications
- 7+ years of experience in IT infrastructure, operations, or IT service delivery
- proven experience leading IT service delivery within complex enterprise environments, preferably supporting operational technology (OT) and SCADA environments
- Bachelor's degree in Computer Science, Information Technology, or a related discipline (or equivalent experience)
- strong experience supporting Microsoft enterprise technologies, including Windows Server, Active Directory, Azure AD, and Microsoft 365
- hands-on experience with virtualization platforms such as Hyper-V and VMware
- experience supporting enterprise networking technologies, including routing, switching, firewalls, VPNs, and Fortinet environments
- experience with cloud platforms such as Microsoft Azure and AWS
- experience working with backup, disaster recovery, and high-availability solutions
- familiarity with IT Service Management (ITSM) platforms such as Jira and infrastructure monitoring tools such as Zabbix
- excellent leadership, communication, stakeholder management, and problem-solving skills
- passion for continuous improvement, customer service excellence, and developing high-performing technical teams
Desired Qualifications
- Experience with SCADA platforms (such as Ignition) and cybersecurity technologies (including Arctic Wolf and Microsoft Defender)
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