IT Service Delivery Manager - End User Experience

Date: Nov 10, 2023

Location: Thornhill, ON, CA, L3T 0A1

Company: CAA Club Group

IT Service Delivery Manager - End User Experience


About Us


Get ready to drive your career forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development - and we regularly recognize their achievements and outstanding results.


We are caring. We are leaders. We are innovators. We are collaborative. We work hard and play hard. We're about doing what's right and feeling good about it


Who we are


As Canada's largest automobile association, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our 2.4M+ Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Our diverse organization provides roadside assistance, insurance, technology, retail, and travel solutions through its various subsidiaries.


What you will do


  • Work with leadership to operationalize an IT Continual Service Improvement Framework across the organization
  • Implement processes & procedures to operationalize service enablement and IT asset management practices
  • Drive CI initiatives to completion and provide regular progress reports to management
  • Acquire and demonstrate proficiency and expertise in the tools employed to monitor and manage systems performance
  • Perform trend analysis of various monitoring tools used for back-end infrastructure, end user devices, and application performance to reduce the noise in alerts
  • Defines and implement the monitoring requirements to gauge the system performance
  • Research and assessments of new and emerging performance tools and technologies. Training of others in tool usage as required.
  • Managing mix of tools and consistent deployment across all critical systems. Manage catalog of existing tools and ensure relevance going forward.
  • Establish and review appropriate KPIs and metrics
  • Development and maintenance of performance dashboards
  • Work with Service Management team and peers to develop and deliver system performance analysis


Who you are



  • A minimum of five years’ experience in managing service management and NOC environments
  • Practical experience in ITIL practices
  • Practical knowledge of monitoring tools and data trend analysis
  • Post Secondary education or Diploma in computer science or Information Technology or equivalent experience.
  • Proficiency in PowerBI preferred
  • Practical experience with systems performance monitoring, alerting and management tools – i.e. Dynatrace, Solarwinds, Goliath, SCOM, PagerDuty
  • ITILv4 Foundation
  • ITILv4 Strategist: Direct, Plan and Improve will be an asset
  • Industry certifications in performance & monitoring tools such as Dynatrace, Solarwinds, SCOM, Goliath, etc. preferred
  • Strong written and oral communication skills
  • Excellent time management, analytical and problem-solving skills
  • Ability to work effectively and productively within a team environment
  • Continuous improvement mindset


Our Commitment


We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.


As an organization we are focused on Member safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment.