IT Service Delivery Manager

IT Service Delivery ManagerShannex invites compassionate, honest, professional, safe individuals to join a dynamic career. Our communities celebrate Great People who inspire meaningful connections while Leading the Way to Better Living™.About The OpportunityReporting to the Director of IT, the IT Service Delivery Manager will lead the daily operations of the Service Desk team to deliver timely, high-quality support to end users. The role focuses on an excellent customer experience by responding to requests, resolving issues, and managing escalations while ensuring service levels are consistently met.Collaboratively work with peers and partners in operations, developing, managing and administering service management best practices.Ensure that all service level agreements (SLAs) & KPI’s for Technology and Innovation services across the organization are delivered according to specifications.Participate in Solutions Review Meetings to establish technical platforms for deployment and ensure new projects adhere to established platforms and standards.Communicate regularly with stakeholders, managing escalations and build trust across the organization.Lead a team of Tier 1 and Tier 2 service desk analysts providing support to over 50 communities across 3 provinces.Participate in the planning, design, and deployment of core Technology systems for the organization.Support core technologies including Microsoft 365, Active Directory, End User Computing, Telephony and Network Systems.Oversee and improve incident, request, problem and change management processes.Advocate for Cyber Security and ensure data protection and privacy is considered for all of our systems.About YouBachelor’s degree in Computer Science, related technical field of study, or lived experience.3-5 years in an IT Leadership capacity.Minimum 5 years in a progressive IT environment.Designation in ITILv3 or v4 considered an asset.Certification or equivalent experience in Cyber Security practices. CISM, CISSP designation would be considered an asset.Meaningful BenefitsComprehensive health, vision, and dental benefits plan including an Employee and Family Assistance Program.Life, travel, and other insurances.Access to virtual healthcare 24/7 for FREE through the group health benefit plan.RRSP program (5% employer matching).Vacation accrual (begins immediately) and travel insurance.Free onsite parking.Access to thousands of perks vendors and discounts through our WorkPerks program, including excellent discounts for apparel, restaurants, technology, fitness, travel, and tickets to some of your favorite sports and entertainment events.Access to continuing education and training through Shannex’s Centre of Excellence.Opportunities to be part of sector innovation and continuous improvement initiatives.Recognition and Rewards for service excellence and safety.About UsShannex is a family-owned organization with a vision of Better Living for every stage of life. Since 1988, Shannex has grown from a single nursing home in Cape Breton to a trusted partner across healthcare, hospitality and lifestyle sectors. With locations in Nova Scotia, New Brunswick and Ontario, Shannex continues to build communities designed for connection, wellbeing and longevity.ApplicationIf you’re ready to join the Shannex team of Great People, apply today All applications are kept in strict confidentiality. Only those selected for an interview will be contacted.Great People is a core value at Shannex based on the belief that our team members are the spirit and foundation of the organization. Shannex believes equity, diversity, inclusion and belonging is about creating a culture that embraces the uniqueness of individuals, where every person is treated fairly and where racism and discrimination are not tolerated. At Shannex, every team member belongs. #J-18808-Ljbffr