Manager, IT Service Delivery

Role overview

SMS Equipment is hiring a Manager, IT Service Delivery to take charge of end-to-end IT service management and keep technology services dependable, responsive, and consistent across the business. Reporting to the Director of IT & Cybersecurity, this role owns the service delivery model, the ServiceNow platform, and ongoing improvements in service performance, customer experience, automation, and AI-supported service operations.

Work location and schedule

This position is based in Acheson, Alberta. The work model is hybrid, with the option to work remotely up to two days each week. The regular schedule runs Monday through Friday.

Compensation

The salary range for this role is $115,000 to $125,000, plus incentives.

Key responsibilities

You will oversee IT service delivery across the organization, including the service desk and end-user support in multiple regions. The role requires ensuring that services remain reliable, customer-oriented, and aligned with ITIL standards. You will serve as the primary escalation contact for major service issues that affect the business.

In addition, you will manage the outsourced service desk, monitor service quality and SLA/KPI results, and lead improvements where needed. Because support is delivered across regions and time zones, you will work closely with international partners to maintain smooth global service coverage. You will also guide, coach, and develop internal support analysts to build a strong, high-performing service culture.

This position also owns core ITSM processes such as incident, request, problem, change, asset, and knowledge management. As the product owner for ServiceNow, you will shape the platform roadmap, increase adoption, improve reporting, support integrations, and expand automation. You will also help introduce AI and automation into service delivery to improve efficiency, reduce incident volume, and enhance the user experience.

Other duties include overseeing the procurement of end-user hardware and software, managing asset lifecycles, and supporting license compliance in collaboration with Procurement and Finance. The role covers laptops, tablets, phones, related accessories, and operating systems/software. You will also work with IT and business stakeholders to ensure services remain secure, dependable, and aligned with enterprise standards.

What the company is looking for

The ideal candidate brings deep experience in IT service delivery and team leadership, along with a solid foundation in IT service management and service desk operations in complex, multi-site environments. A strong customer service mindset, clear communication, and a track record of guiding teams and vendors through improvement and change are essential.

Additional requirements

Applicants should have post-secondary education in Information Technology, Computer Science, or a related discipline, or an equivalent combination of education and experience. The role calls for at least 8 years of progressive experience in IT service delivery, IT support, or IT operations, including 3 or more years in a leadership role managing IT support or service delivery teams.

Experience working with outsourced or managed service providers is important, ideally in a 24/7 support environment. Strong practical knowledge of ITIL-based service management is required, along with hands-on experience using ITSM platforms, preferably ServiceNow. Experience implementing automation, self-service, and AI-driven service improvements is also expected. ITIL and ServiceNow certifications are considered valuable assets.

Role level and competency expectations

This position is categorized as a Mid-Level Leader within SMS Equipment’s competency framework. Success in the role depends on demonstrating customer focus, collaboration, and technical/functional expertise, along with leadership strengths such as people leadership, guiding teams through change and uncertainty, and influencing others effectively.

Pre-employment checks

This is a risk-sensitive role, so selected candidates may need to complete a drug and alcohol test as well as a criminal record check.

Application note

This is an existing opening and applications will be reviewed until the right candidate is found. Only candidates selected to move forward in the hiring process will be contacted.

About SMS Equipment

SMS Equipment operates across Canada in the heavy equipment industry and is the largest Komatsu dealer in North America. The company emphasizes safety, authenticity, innovation, performance, and respect, and encourages applications from all qualified individuals as part of its commitment to diversity and inclusion.

Benefits

Employees can expect competitive pay, a comprehensive group benefits plan, and RRSP matching, along with the opportunity to build a career with a well-established organization.