Manager, Service Delivery

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

• Flexible work arrangements and a hybrid work model

• Possibility to purchase up to 5 extra days off per year

• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more

• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary range (but not limited to):

128,300 - 156,800

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

15%

As part of our commitment to Win As A Team , we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) - with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

Are you a visionary technology leader with a strong "user-centric service mindset" and a passion for delivering outstanding workplace technology experiences?

Do you thrive in a dynamic, collaborative environment where your leadership can make a tangible impact across a diverse and geographically distributed region? If so, End User Computing has an exciting opportunity for you

• Lead, coach and inspire a multidisciplinary regional service delivery team responsible for onsite and remote technology support, setting clear priorities, accountabilities and performance expectations.
• Lead your team in understanding business needs, employee needs and service pain points, effectively translating them into impactful regional strategies and concrete improvement opportunities.
• Detail and execute the regional service roadmap with your team to improve workplace support, service request fulfilment, device lifecycle activities, collaboration technology and onsite technology readiness.
• Foster a "service ownership mindset" and elaborate data-driven strategies in close collaboration with teams in Service Desk, Workplace Technology, Cybersecurity, Network, Infrastructure, Asset Management and business operations.
• Build and foster alignment across regional stakeholders around service priorities, execution plans, operational standards and the delivery of a consistent employee experience across offices and remote locations.
• Act as the primary regional escalation point for significant service issues, coordinating restoration, business communications, root-cause analysis and sustainable corrective actions.
• Collaborate with other management members to implement strategies, set goals and performance indicators, coordinate deliverables, sequence dependencies and manage operational risks.
• Define and monitor service performance measures, including service-level attainment, first-contact resolution, backlog health, mean time to restore, customer satisfaction and recurring incident trends.
• Drive automation, self-service, knowledge management and shift-left opportunities, responsibly applying AI-enabled tools to improve service quality, productivity and the employee experience.
• Ensure regional technology readiness for office openings, relocations, renovations, business events, major deployments and continuity scenarios.
• Strengthen hardware and software lifecycle execution, inventory controls, technology standards, refresh planning, warranty services and responsible asset disposition in collaboration with enterprise teams.
• Develop trusted relationships with leaders and key business partners across Western Canada, providing clear service i