SERVICE DELIVERY MANAGER, NBS IT SUPPORT

Job Description Job Title: Service Delivery Manager, NBS IT Support Requisition ID: 32323 Location: Calgary, AB, CAN, T2J 7E8
| Saskatoon, SK, CAN, S7K 5R6
Workplace Type: On-Site Experience Level: Mid-Senior Level Job Type: Full Time

Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We're guided by our culture of care and our core values: We put safety first. We act with integrity. We are stronger together. We deliver with excellence.

Through the collective expertise of our nearly 26,000 employees, we operate a world-class network of production, distribution, and ag retail facilities. We efficiently serve growers' needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders. Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien.

• Translate strategic objectives set by the Sr. Manager into operational plans, priorities, and measurable outcomes
• Drive continuous improvement for all desks, ensuring alignment to evolving business needs and service expectations
• Own end-to-end service delivery, ensuring reliable execution through effective issue management, escalation, and cross-team coordination aligned to service standards
• Manage service performance using data-driven insights to drive accountability, stability, and continuous improvement
• Execute disciplined ITIL practices and knowledge-driven workflows to ensure consistent incident, request, and major incident management across teams and providers
• Ensure alignment between enterprise design standards and operational execution

• Bachelor's degree in Information Technology, Business, or related discipline
• 10+ years of experience leading enterprise service desk or service operations in a complex, multi-function environment required
• Strong understanding of service integration, vendor governance, and performance management frameworks required
• Deep knowledge of ITIL and service management best practices required
• Experience operating within or transitioning to a Managed Service / multi-provider delivery model preferred
• Experience with ServiceNow & Contact Centre Technologies preferred
• Experience in operational design and service standardization preferred