Location: 8800 Glenlyon Pkwy, Burnaby, British Columbia

Career Level: Management (M1)

Reports To: Director, Information Technology

Purpose of the Role

As the IT Service Delivery Lead, you will lead the delivery, reliability, and continuous improvement of enterprise IT services across infrastructure, networking, and operational technology (OT) environments.

You will be responsible for leading the Service Desk team while ensuring stable, secure, and high-performing IT services that support both business operations and mission-critical SCADA environments. Working closely with infrastructure, cybersecurity, engineering, and project teams, you will drive service excellence through strong governance, standardization, automation, and continuous improvement.

This role combines technical leadership with service management and offers the opportunity to shape IT operations that directly support Svante's continued growth and innovation.

Required Skills and Qualifications

• You bring 7+ years of experience in IT infrastructure, operations, or IT service delivery.
• You have proven experience leading IT service delivery within complex enterprise environments, preferably supporting operational technology (OT) and SCADA environments.
• You hold a Bachelor's degree in Computer Science, Information Technology, or a related discipline (or equivalent experience).
• You possess strong experience supporting Microsoft enterprise technologies, including Windows Server, Active Directory, Azure AD, and Microsoft 365.
• You have hands-on experience with virtualization platforms such as Hyper-V and VMware.
• You have experience supporting enterprise networking technologies, including routing, switching, firewalls, VPNs, and Fortinet environments.
• You possess experience with cloud platforms such as Microsoft Azure and AWS.
• You have experience working with backup, disaster recovery, and high-availability solutions.
• You are familiar with IT Service Management (ITSM) platforms such as Jira and infrastructure monitoring tools such as Zabbix.
• Experience with SCADA platforms (such as Ignition) and cybersecurity technologies (including Arctic Wolf and Microsoft Defender) is considered an asset.
• You demonstrate excellent leadership, communication, stakeholder management, and problem-solving skills.
• You are passionate about continuous improvement, customer service excellence, and developing high-performing technical teams.

What Success Looks Like in This Role

• You will lead enterprise IT service delivery across Service Desk, infrastructure, networking, and operational technology environments while ensuring alignment with business priorities and service level expectations.
• You will establish, maintain, and continuously improve IT Service Management (ITSM) processes, including incident, problem, change, and request management.
• You will act as the primary escalation point for major incidents, ensuring timely resolution and effective stakeholder communication.
• You will define, monitor, and report on service metrics and key performance indicators to drive operational excellence and accountability.
• You will chair the IT Change Advisory Board and ensure effective governance of production changes.
• You will collaborate with business stakeholders to continuously improve service delivery and the end-user experience.
• You will support the delivery and lifecycle management of Microsoft enterprise environments, including Windows Server, Active Directory, Azure AD, Microsoft 365, virtualization platforms, and cloud infrastructure.
• You will partner with infrastructure, cybersecurity, engineering, and operations teams to ensure secure, reliable, and resilient IT and OT environments.
• You will lead and mentor the Service Desk team while supporting broader infrastructure and technical teams.
• You will develop operational documentation, runbooks, and standard operating procedures that improve consistency and service quality.
• You will champion automation initiatives, including scripting and Infrastructure as Code (Terraform and ARM), to improve operational efficiency.
• You will support disaster recovery planning and business continuity initiatives while contributing to the successful delivery of IT projects.

Career Development

At Svante, we're committed to helping our employees grow their careers. Throughout this role, you'll continue developing your expertise in:

• IT technical leadership
• Customer service excellence
• Resource management
• Prioritization
• Leadership and people development

Future career opportunities may include:

• Manager, IT Operations
• Director, Information Technology

Pay Equity Statement

Svante believes in pay equity, fairness and transparency, and so we include a salary range within the job posting. Our salary ranges are determined by role, level, and location.

The actual salary offered to the final candidate is based on the salary range shown, and will vary depending on the candidate's relative experience, qualifications, and anticipated level of performance. We assess all candidates individually and strive to offer competitive and equitable compensation packages.

Base pay is one part of the Total Rewards that recognize employees for their performance and contributions. In addition to Base Pay, Svante provides comprehensive benefits to employees such as Restricted Share Units, Extended Health and Dental Plan, Retirement Saving Plan, free access to a Fitness Centre and more!