Business Improvement Manager

Business Improvement Manager (Service Provider Performance) BC Hydro Posted August 29, 2025 | Burnaby Job Overview Powered by water… and by people like you. Providing clean electricity to 4 million customers takes a diverse workforce, and that’s where you come in. Help build major projects to meet growing demand, aid customers in finding clean energy solutions, and support reliability during storms and outages. Working for BC Hydro is meaningful. The stakes are higher as we work toward a climate‑change solution while safely delivering clean, affordable electricity. We offer a healthy work/life balance, training opportunities, and career progression. We are a Top Employer in B.C. and one of Canada’s Best Diversity Employers. Job Description Duties Provide advice and practical guidance to project teams for a smooth transition of services into operations, coordinating ServiceNow tool and process setup before services go live. Contribute to the development and evaluation of project deliverables related to the IT support model, reviewing quality and alignment with organizational standards and recommending approvals. Develop or evolve transition‑planning templates to support service readiness and operational continuity, integrating service provider contractual obligations and ITIL processes. Coach Project Managers and Analysts on documentation requirements to improve clarity and consistency. Lead Service Level Reporting and Service Provider Performance Measurement, ensuring vendor reports are accurate and reflect actual performance. Monitor service performance against targets, identify trends, manage and maintain Service Level Definition and metrics. Review, revise, and update Service Level documentation in line with vendor contract changes to ensure continued service delivery effectiveness and compliance. Facilitate performance‑review discussions with service providers to identify actionable areas and lead targeted improvement initiatives. Track and monitor Continual Service Improvement initiatives and remediation plans, ensuring accountability and measurable outcomes. Manage end‑to‑end lifecycle of software licenses for Service Management and Platform Solutions, including acquisition, renewal, tracking, and compliance. Prepare and maintain training material and conduct training related to Service Level measurement and Transition Planning artifact completion. Perform duties of a minor nature related to the above duties that do not affect the rating of the job. Qualifications Bachelor’s degree in Business Management or equivalent. 7+ years of experience in IT service management, including at least 5 years in service operations and 3 years of hands‑on ITIL practice (Incident, Problem, Service Level Management). Deep understanding of end‑to‑end ITIL service operations and vendor performance management. Proven experience in end‑to‑end technology sustainment/support and service management tooling (ServiceNow). Advanced skills in analytics, reporting, Excel, Power BI, Visio, PowerPoint, and Word. Effective communicator with solid presentation, facilitation, and interpersonal skills. Experience in software license oversight, budgeting, and financial planning is an asset. Additional Information Minimum of 15 paid vacation days. Flexible work model, depending on role type. Training and development courses. For more information on the benefits we offer, visit bchydro.com/benefits. What else you should know Participants may be required to take a written test/assessment. On the BC Hydro Careers site, click the Apply button to complete the steps to apply for this job. Update your Candidate Profile with your current resume and attach certifications if applicable. We welcome exceptional people with fresh ideas and motivation to shape the electricity system in B.C. It’s an exciting time to invest in our system and meet future challenges. Our values guide our work: We are safe. We are here for our customers. We are one team. We act with integrity and respect. We are forward‑thinking. BC Hydro is an equal‑opportunity employer. We welcome applicants from all backgrounds, including visible minorities, women, Indigenous peoples, persons with disabilities, and LGBTQ+ individuals, and those who can contribute to diverse communities. We provide reasonable accommodations throughout the selection process and while working at BC Hydro. Contact Recruitmenthelp@BChydro.com if you need support applying online because you are a person with a disability. Our role types define work‑from‑home flexibility: IBEW/Field – No option to work from home; Resident – Primarily in‑office; Hybrid – Up to 3 days per week at home; Remote – 4+ days per week at home. 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