Manager, IT Platforms & Service Delivery

Description

Inter Pipeline is seeking an experienced and results-oriented technology leader to oversee the delivery and operation of our enterprise technology platforms and IT services. Located out of our Calgary office and reporting to the Director, Information Technology, this role is responsible for ensuring our network, cloud platforms, infrastructure, workplace technology, collaboration services, audio visual services, service desk, and related technology services operate reliably, securely, and cost-effectively.

Operating within a blended delivery model that includes internal employees, consultants, and managed service providers, the successful candidate will focus on improving service quality, strengthening operational reliability, driving automation, optimizing technology costs, and ensuring service providers deliver exceptional value. This role will play a critical part in enhancing the technology experience for employees while maintaining a strong focus on operational excellence, business alignment, and continuous improvement.

Key Activities and Responsibilities

• Lead the delivery and operation of enterprise network, cloud, infrastructure, workplace technology, collaboration, audio visual, service desk, and disaster recovery services.
• Establish service standards, performance metrics, and operational processes that ensure reliable, secure, and cost-effective technology delivery.
• Lead the governance and performance management of managed service providers, including service reviews, escalations, contract renewals, commercial negotiations, and continuous improvement initiatives.
• Drive operational excellence by improving service quality, reducing recurring issues, simplifying processes, and strengthening operational discipline.
• Lead the evolution of IT service management practices and maximize the value of the organization's ServiceNow platform through workflow automation, process standardization, self-service capabilities, service analytics, and continuous improvement.
• Identify and implement automation opportunities that reduce manual effort, improve consistency, accelerate service delivery, and create capacity for higher-value work.
• Lead cloud, infrastructure, and operational cost optimization initiatives while balancing service quality and operational risk.
• Support the implementation of cybersecurity controls, identity management practices, compliance requirements, and disaster recovery capabilities across technology platforms.
• Lead, coach, and develop a blended team of employees, consultants, and service providers while fostering a culture of accountability, ownership, service excellence, continuous improvement, and employee development. Establish meaningful development plans, succession strategies, and growth opportunities that strengthen both leadership capability and technical expertise across the organization.

Education, Skills and Experience

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline. Equivalent experience will be considered.
• Minimum 8-10 years of progressive experience leading enterprise technology operations, infrastructure, platform services, or IT service delivery functions.
• Demonstrated experience managing outsourced service delivery models, managed service providers, and technology vendor relationships.
• Proven experience improving operational reliability, service quality, employee experience, and cost performance through measurable improvement initiatives.
• Strong understanding of enterprise networking, cloud platforms, infrastructure services, workplace technology, end-user computing, and IT service management practices.
• Demonstrated experience leveraging automation, workflow technologies, and IT service management platforms to improve service quality, operational efficiency, and employee experience.
• Experience implementing or optimizing enterprise IT service management platforms, preferably ServiceNow, including workflow automation, service catalog, self-service, reporting, and process improvement capabilities.
• Knowledge of identity and access management, privileged access management, Zero Trust principles, remote access technologies, and operational cybersecurity controls.
• Experience working in regulated environments with governance, audit, and compliance requirements, including SOX controls.
• Familiarity with Microsoft cloud and security technologies, Cisco networking technologies, and enterprise service management platforms.
• Proven ability to develop employees, build high-performing teams, and create a culture of accountability, growth, continuous improvement, and service excellence.
• Strong leadership, communication, stakeholder management, vendor management, and financial management skills.

Preferred Qualifications:

• Experience in energy, utilities, manufacturing, or other asset-intensive industries.
• ITIL certification or demonstrated application of IT service management best practices.
• Experience leading cloud modernization, service transformation, automation, or cost optimization initiatives.
• Relevant certifications in cloud platforms, networking, cybersecurity, service management, or project management.

Hours

Monday – Friday, 40 hour per week

Inter Pipeline recognizes the importance of properly rewarding our employees by offering attractive employee benefits. Please visit our “working with us” page to learn about the compensation and benefits offerings

As this position is identified as security sensitive, employment of a final candidate will be conditional upon completion of a criminal background check assessment with satisfactory results.

While diversity is a fact, inclusion is the act of recognizing the value of our differences and leveraging them for the betterment of our organization. At Inter Pipeline, we are dedicated to building an inclusive and equitable workplace that values, represents, and supports the communities in which we work. We are committed to maintaining a respectful workplace and we are building a culture that supports the diverse needs of our employees. We welcome applications from all individuals including those who are Indigenous, racialized, of varied abilities and ethnicities, members of gender and sexually diverse communities, as well as with any other dimension of diversity.