Director of Service Delivery

Director of Service Delivery

Remote Canada

RewardOps is seeking an experienced global IT leader responsible for overseeing IT service delivery across production support, end‑user computing, and change request management. The Director will drive service stability, optimize end‑user experience, and scale delivery standards worldwide while adapting to local needs. A critical focus is leveraging AI and automation to transform service delivery with proactive monitoring and predictive incident management.

Compensation & Role Details

Expected Salary Range: $140,000 – $160,000 CAD (depending on experience and qualifications)

Role Type: Backfill Role

AI Disclosure: AI is not used to screen, assess, or select applicants for this role.

Responsibilities

• Strategic Leadership
  • Define and execute global service delivery strategy to ensure reliability, scalability, and efficiency.
  • Establish governance frameworks, best practices, and KPIs for incident, problem, change, and request management.
  • Champion the use of AI and automation to reduce manual effort, streamline workflows, and proactively address issues.
  • Drive continuous improvement initiatives, focusing on self‑service, predictive analytics, and operational resilience.
• Service Operations Oversight
  • Provide executive oversight of production incident management, ensuring predictive detection, rapid resolution, and clear stakeholder communications.
  • Govern the end‑user computing environment, ensuring secure, seamless, and modern digital experiences.
  • Oversee delivery and prioritization of small change requests, using AI‑driven insights for effective risk assessment and delivery optimization.
• AI‑Enabled Service Delivery
  • Implement AI‑powered monitoring platforms to detect anomalies, reduce noise, and accelerate root cause identification.
  • Deploy virtual agents and intelligent knowledge bases to improve end‑user self‑service and support responsiveness.
  • Apply machine learning and process mining to identify bottlenecks, optimize workflows, and enable predictive operations.
  • Integrate AI insights into service delivery planning, fostering a culture of data‑driven decision‑making.
• Team & Vendor Leadership
  • Lead, mentor, and develop service delivery managers, engineers, and analysts, building a culture of accountability, customer focus, and innovation.
  • Partner with AI and automation specialists to embed emerging technologies into service delivery.
  • Manage third‑party vendors and service providers, ensuring contractual obligations, service levels, and AI‑driven improvements are achieved.
• Stakeholder & Business Engagement
  • Serve as the primary executive contact for IT service delivery with global stakeholders.
  • Provide transparent reporting on service health, AI‑enabled improvements, incident trends, and SLA compliance.
  • Partner with business and technology leaders to align IT service delivery with evolving business needs.

Qualifications

• 10+ years in global IT service delivery, production operations, or related roles, with at least 5 years in leadership.
• Experience with ITIL frameworks (Incident, Problem, Change, Request, Service Management).
• Hands‑on experience with intelligent automation or AI‑enabled ITSM platforms (e.g., Jira Service Management, PagerDuty, Datadog).
• Proven ability to lead cross‑functional, global teams and manage vendors in enterprise environments.
• Familiarity with end‑user computing technologies (Windows, O365, endpoint management, collaboration platforms).
• Strong executive presence and communication skills; able to translate technical and AI‑driven insights into business outcomes.
• Preferred certifications: ITIL Expert/Managing Professional, PMP, or equivalent.