Manager, IT Service Delivery & Customer Experience

Job Overview:

Reporting to the Senior Director, IT, the Manager, IT Services & Customer Experience is accountable for the end-to-end delivery, quality, and continuous improvement of IT service operations across the enterprise. This role owns the service management model and people leadership of the IT Services and Customer Experience and Support team. The expectation is that this position would be onsite 4 days per week.

Essential Duties and responsibilities

• Serve as the accountable lead for the outsourced service desk / managed services partner, overseeing service performance, SLA and KPI attainment, operational escalations, relationship management, service improvement planning, and transition activities, in alignment with the broader IT vendor management framework.
• Lead IT service quality and customer experience improvements, using CSAT, SLAs, KPIs, and cost-to-serve insights to drive measurable outcomes.
• Own the IT operating budget, including forecasting, cost optimization, vendor spend, invoices, renewals, and alignment to service value.
• Lead, coach, and develop the IT Services & Customer Experience Supervisor, supporting effective daily operations and team growth.
• Manage the service catalog, self-service tools, and knowledge practices to ensure IT services are clear, accessible, current, and adopted by users.
• Support IT governance, major incident management, operational readiness, security planning, CSIRT participation, and business continuity activities.
• Drive reporting, continuous improvement, customer-first service culture, and adoption of AI, automation, and productivity tools to improve efficiency and outcomes.

Qualifications

• Undergraduate degree or college diploma in Information Technology, Business Administration, or a related field; university degree preferred
• 5+ years of progressive IT experience, with a strong foundation in IT service management and service delivery operations
• 3+ years of direct people leadership experience and build a high-functioning service focused team
• ITIL Foundation certification is an asset; ITIL Practitioner or higher preferred
• Demonstrated experience owning and managing an IT operating budget, including forecasting, invoice management, renewal planning, vendor spend oversight, and cost optimization
• Strong service management planning and execution skills, with proven ability to define, track, and improve SLAs, KPIs, and CSAT outcomes
• Experience managing third-party vendors and managed service providers
• Demonstrated ability to lead end to end major incident management
• Experience contributing to or participating in a Cyber Security Incident Response Team (CSIRT) or equivalent business continuity function
• Strong analytical and reporting skills, with the ability to translate service performance data into executive-ready insights and actionable improvement plans
• Excellent verbal and written communication skills
• Ability to foster a customer-first service culture across a geographically distributed team
• Experience working in a manufacturing, CPG, or similarly complex operational environment is preferred

Salary Transparency: High Liner Foods' compensation offerings are founded in a pay-for-performance philosophy that recognizes individual and team performance. The typical hiring range for this position is from $95,000 - $110,000; the base pay is offered based on a variety of factors including geographical market location, and may vary depending on job grading practices, job-related knowledge, skills, experience and internal equity factors. As part of our total rewards offering, employees may be eligible to participate in an annual short-term incentive program [and long-term incentive program] (for Dir+) subject to program eligibility requirements.

AI Disclosure: We use an AI-assisted note-taking tool during our conversations to help us stay fully present and engaged. If you are uncomfortable with this for any reason, please let us know, and we will turn it off. Please be assured that all applications are reviewed by a human, and hiring decisions are made by our team based on a variety of factors, including skills, experience, and overall fit for the role.

Vacancy Status: Current Vacancy

Current employees please note: this position is referral bonus eligible! See our policy for more details.

What's in it for you?

Join High Liner Foods for a career where you shape your path, backed by great benefits, flexible work, and a culture of diversity, innovation, and sustainability. Immerse yourself in opportunities to make a real impact and grow with us in our mission to nourish lives. Start your adventure where endless possibilities to thrive together await.

• Competitive Salary
• Heath, dental & vision coverage
• Pay for performance incentives
• Employee & Family assistance programs
• Wellness Programs
• Retirement Planning
• Supplemental Parental Leaves
• Disability Support
• Family friendly Flex policies & Summer hours
• Volunteer hours
• Learning and mentorship opportunities
• Safety focused work environment

About High Liner Foods

Founded in 1899 in Lunenburg, Nova Scotia, High Liner Foods has grown from a small salt fish company into a leading North American processor and marketer of value-added frozen seafood. Our trusted brands - including High Liner, Fisher Boy, Mirabel, Sea Cuisine, C.Wirthy & Co, Mrs. Paul's, Van de Kamp's, and Icelandic Seafood - are enjoyed by families, restaurants, and institutions across Canada and the United States.

Guided by our purpose of Reimagining Seafood to Nourish Life, we combine over a century of expertise with innovation, consumer insight, and responsible practices to deliver high-quality seafood people can trust.

At High Liner Foods, we are a people-first organization. We invest in our employees through development opportunities, collaborative teamwork, and a culture where safety, well-being, and growth are priorities. Whether in our offices, plants, or distribution teams, our people work together to deliver excellence and drive the future of seafood.

Our Values

Serve with Purpose - We put our customers and consumers at the heart of everything we do, creating quality products that help to nourish lives and foster connections that go beyond the plate.

Do the Right Thing - We lead with integrity, act responsibly, and make choices that support our people, our partners, and our planet. .

Innovate & Reimagine - We challenge the norm, embrace fresh ideas, and turn innovation into impact.

All Hands on Deck - Powered by people and driven by purpose, we lead with courage, hold one another accountable, and celebrate as a team

Ready to make waves with us? Join High Liner Foods and help shape the future of seafood.

To learn more please visit our Career/LinkedIn/Indeed page

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