Our client, Hardlink Consulting, is dedicated to delivering proven technology solutions for junior and intermediate mining sector clients. We provide deep insight into the challenges and solutions specifically for mining clients as they advance through the mining development lifecycle. In addition to our current project delivery and executive consulting branches, we are expanding our practice to include IT operations and service delivery.

The IT Service Delivery Manager role will oversee the architecture, deployment, and continuous improvement of our IT operations and service delivery. This new business unit will prioritize clients’ business success, and end-user satisfaction and enablement and establish a new benchmark for IT service excellence.

What We Offer:

Hardlink takes pride in being a boutique consulting firm where your ideas and contributions matter, your ideas will be respected, and your hard work and creativity will be rewarded. You are encouraged to grow and participate in any lines of business we provide where you find interest.

We provide a supportive work environment where our team members enjoy competitive salaries and an excellent benefits package (Dental, LTD, Physio+, Health Spending Account, Parental Leave Top-up). We are wholly committed to professional development, offering training programs and growth opportunities that enable our employees to excel in their careers.

If you're a passionate and driven individual with a keen interest in IT operations and management, we'd love to hear from you.

Job Description:
We are seeking an experienced IT Service Delivery Manager to lead the design and deployment of an ITIL-based and SOX-compliant service delivery model tailored for small enterprise clients (50-1000 staff). This role requires a strategic thinker with a deep understanding of IT service management, leadership skills, and experience building out similar services.

The successful candidate will establish a high-performing IT service delivery practice, ensuring quality, reliability, and customer experience are prioritized at every level.

Key Deliverables:

Establish IT Service Delivery Practice: Design and implement ITIL-based service delivery processes that align with business enablement goals for clients.
Oversee ITSM Tool Selection and Deployment: Lead the evaluation, selection, and implementation of ITSM platforms (e.g., ConnectWise, Kaseya, HaloPSA) with a strong focus on client portal experience and ITGC/SOX compliance.
Define and Hire Key Resources: Identify and onboard skilled professionals to drive high-performance service delivery.
Set and Maintain Service Levels: Establish and uphold SLAs that ensure quality, reliability, and outstanding customer experience.
Targeted Client Enablement: Develop solutions that deliver measurable value for junior and intermediate mining sector clients, setting a new standard for service delivery excellence.
Drive Continuous Improvement: Identify areas for improvement, implement changes, and regularly report on service performance and metrics.

Core Responsibilities:

Develop and oversee IT service delivery processes
Ensure smooth and efficient operations, and top-tier services for our clients.
Deliver Tier 3 and escalated Tier 1 & 2 technical solutions.
Interface directly with senior and executive management client employees.
Supervise, provide guidance, and coordinate with client IT technical staff.
Recommend, design, review, and assist with IT project delivery and rollout.
Develop and maintain business continuity measures including data back-up and disaster recovery processes.
Recruit resources to handle technical issues professionally and efficiently.
Oversee cybersecurity program delivery, from training to monitoring, ensuring data security for our clients.
Monitor and manage IT services, ensuring smooth and efficient operations.

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field.
Minimum of 5 years of experience in IT service management, with demonstrated success in designing and deploying ITIL-based practices.
Strong understanding of ITIL frameworks and practical application in ITSM.
Proven experience with ITSM platforms like ConnectWise, Kaseya, and HaloPSA.
Expertise in ITGC/SOX compliance and auditing practices.
Exceptional leadership and team-building skills.
Strong analytical, problem-solving, and decision-making abilities.
Excellent communication and interpersonal skills.

Preferred Certifications:

ITIL Foundation or higher certification.
Certifications in ConnectWise, Kaseya, or HaloPSA are highly desirable.

What We Offer:

Competitive salary and benefits package.
Opportunities for professional growth and development.
A collaborative and supportive work environment.
The opportunity to establish a high-performing IT service delivery model in a niche industry.

How to Apply:
Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and qualifications.

We are an equal opportunity employer and welcome applications from all qualified individuals.

Job Type: Full-time

Pay: $120,000.00-$140,000.00 per year

Additional pay:

Bonus pay

Benefits:

Dental care
Extended health care
Paid time off

Flexible language requirement:

French not required

Schedule:

8 hour shift
Monday to Friday
Overtime
Weekends as needed

Ability to commute/relocate:

Vancouver, BC V6A 1T1: reliably commute or plan to relocate before starting work (required)

Education:

Bachelor's Degree (required)

Experience:

IT Service Management: 5 years (required)
ITIL Frameworks: 1 year (preferred)
ITSM Platforms: 1 year (preferred)
Management/Leadership: 1 year (preferred)

Language:

French (preferred)
Spanish (preferred)

Work Location: In person

Hardlink Consulting

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IT Service Delivery Manager