SERVICE DELIVERY MANAGER

Job Description Job Title: Service Delivery Manager Requisition ID: 34130 Location: Saskatoon, SK, CAN, S7K 5R6
| Calgary, AB, CAN, T2J 7E8
Workplace Type: On-Site Experience Level: Mid-Senior Level Job Type: Full Time

Pay Band: J

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.

The Manager, Service Delivery is responsible for the operational performance and continuous improvement of Service Desk services delivered primarily through a Managed Service Partner.

This role ensures that service commitments are consistently achieved across business functions, regions, and delivery teams. The Manager provides operational leadership to our Managed Service Provider, ensures consistent service performance, and supports stakeholder management, service recovery, and continuous improvement.

This is a service delivery leadership role rather than a technical operations role. Success requires the ability to translate business expectations into clear provider accountabilities, use service data to improve outcomes, and create a consistent, user-focused service experience across multiple Service Desks and business functions.

• Lead the day-to-day delivery of Service Desk services through our Managed Service Partner.
• Translate strategic priorities into operational plans, reviewing performance against targets, and sharing measurable outcomes to leadership.
• Drive provider accountability through performance management.
• Use operational data and insights to generate visibility into service quality, reliability, and customer experience.
• Identify continuous improvement opportunities and collaborate with our Managed Service Partner to support their implementation.

• Bachelor's degree in Business, Commerce, or a related field
• 10+ years of experience leading enterprise service desk or service operations in a complex, multi-function environment is required
• Demonstrated experience managing services delivered through external providers, outsourced partners, or multi-provider operating models is required
• Strong experience in service performance management is required
• Experience leveraging operational data, metrics, and insights to improve service outcomes is required
• Strong communication relationship management skills is required
• Knowledge of service management practices such as ITIL is considered an asset.
• Experience with ServiceNow, contact center platforms, or workflow management tools is considered an asset.