Supervisor, End User Services

Who We Are

We are a global mining company dedicated to safely delivering nickel, copper, cobalt, and platinum group metals essential for the world's energy transition.

Our mission is to improve lives and shape a better future together.

From utensils to cellphones to satellites, our operations simplify daily life and enhance connectivity. Our metals are integral to life-saving medical equipment and the electric vehicles driving the fight against climate change – our work truly matters.

Join our diverse team of 15,000 talented individuals committed to transforming critical minerals into prosperity and sustainable development in countries like Canada, Brazil, Indonesia, the United Kingdom, and Japan. We invite you to use your skills with us and contribute to something meaningful and enduring.

The Opportunity

We are currently seeking a Supervisor, End User Services to join our IT Operations & Projects Canada & International team in Sudbury, Ontario.

Reporting to the Manager, IT Infrastructure & End User Services, the Supervisor, End User Services is accountable for the reliable and cost-effective delivery of workplace, end-user, field service, and mission-critical communications services across Vale Base Metals Canada and International operations.

The successful candidate will lead a team of IT professionals and service providers responsible for workplace technology, field support services, and operational communications technologies. This role plays a key part in ensuring operational readiness, service performance, vendor governance, lifecycle management, cybersecurity compliance, and the successful transition of new technologies into sustainable operations.

In this role, you will:

People Leadership & Stakeholder Management

• Lead and develop a team of End User Service professionals through coaching, mentoring, performance management, and career development.
• Foster strong relationships with operations, technology teams, vendors, and service providers.
• Promote a culture of safety, accountability, continuous improvement, and customer service excellence.
• Support workforce planning, resource allocation, and capability development.

Network Governance & Architecture

• Service Delivery & Operations
• Develop and maintain the roadmap and operating model for end-user and workplace technology services.
• Monitor end-user service performance and ensure achievement of agreed service levels and operational objectives.
• Lead the response to major incidents, service disruptions, and operational issues.
• Drive continual improvement initiatives focused on customer experience, service reliability, and operational efficiency.
• Maintain accurate assets, lifecycle, configuration, and service ownership information.
• Identify risks, operational gaps, and supportability concerns within network solutions.

Risk, Compliance & Governance

• Ensure compliance with Vale technology standards, cybersecurity requirements, privacy legislation, and audit controls.
• Monitor operational risks and implement mitigation strategies.
• Support business continuity and operational readiness for critical communications services, including radio, push-to-talk, and satellite technologies.
• Contribute to budget planning, financial stewardship, and cost optimization initiatives.

Vendor & Technology Management

• Manage vendor relationships, contracts, service levels, and performance metrics.
• Partner with project, engineering, IT, and OT teams to ensure new technologies transition effectively into operations.
• Establish support models, documentation standards, lifecycle plans, and operational ownership for deployed technologies.
• Drive service quality improvements and accountability across internal and external service partners.

About You

Experience

• Minimum 8 years of experience in IT operations, end-user computing, workplace technology, or field service environments.
• Demonstrated leadership experience managing technical teams and third-party service providers.
• Experience in service delivery, operational support, incident management, and vendor management.
• Proven ability to manage operational performance, budgets, and service improvement initiatives.
• Experience supporting large-scale enterprise technology environments.

Education

• College Diploma in Information Technology, Computer Science, Business Technology, or a related discipline.
• Bachelor's Degree is considered an asset.

Skills & Competencies

• Strong understanding of ITIL service management practices and operational support processes.
• Strong leadership, coaching, and team development capabilities.
• Excellent stakeholder management, communication, and relationship-building skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Experience with lifecycle management, operational readiness, service ownership, and continuous improvement.
• Ability to lead effectively in both office and industrial operating environments.

Preferred Qualifications

• ITIL Foundation or related Service Management certification.
• PMP, Agile, or other project management certifications.
• Experience in mining, industrial, manufacturing, or operational technology environments.
• Experience managing enterprise workplace technologies and mission-critical communication systems.

What We Offer You

• Competitive compensation including a variable annual incentive plan
• Participation in a competitive Defined Contribution Pension package
• Comprehensive benefits package (company paid core coverage, health and dental coverage, flex accounts, disability plans, and optional insurances)
• Leave for all of life's reasons (vacation, personal, sick, parental)
• Work culture dedicated to safety, diversity & inclusion, and career growth
• Employee Family Assistance Program
• Virtual Healthcare online
• Online training and career development opportunities

Why Sudbury

Greater Sudbury is a vibrant city in northeastern Ontario, renowned for its rich mining history and significant role in Canada's mineral production. The city sits atop one of the world's largest and oldest meteorite impact sites, the Sudbury Basin, which is exceptionally rich in nickel, copper, and other critical minerals that are required for modern technologies such as AI and defence. The mining sector is a cornerstone of Sudbury's economy, driving both employment and economic growth, and Vale Base Metals plays a pivotal role in this regard. Our commitment to the community is as deep as our mines.

Include to Transform

At Vale Base Metals, we are committed to ensuring an inclusive work environment where people feel comfortable to be themselves. Vale encourages everyone to express their ideas and opinions and values the plurality of individual profiles. We want our people to feel that all.

We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are critical to our success. We treat each other

fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation, or any other personal consideration that makes us different.

Vale is an equal opportunity employer seeking to increase diversity across our operations and improve equal opportunity at Vale and in the mining industry.

Accommodation is available throughout our recruitment process for applicants with disabilities.

Vale uses artificial intelligence to screen, assess, and/or select applicants for this position.

Pay Grade: 15V

Minimum Starting Salary: CAD $110,000

Apply by: Friday, Oct 23, 2026

#ValeBaseMetals