Title: Manager, IT Service Delivery Company: Hopewell Residential Management Employment Type: Full-time, Permanent Location: Calgary, AB About Hopewell Residential Hopewell Residential is one of ...
Title: Manager, IT Service Delivery Company: Hopewell Residential Management Employment Type: Full-time, Permanent Location: Calgary, AB About Hopewell Residential Hopewell Residential is one of ...
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Tech Job information
What kind of jobs are in tech?
What are some common challenges faced by professionals in tech roles, and how can I prepare for them?
What are the key skills and qualifications needed to thrive in a tech job, and why are they important?
What is the difference between Tech Job vs Software Developer?
| Aspect | Tech Job | Software Developer |
|---|---|---|
| Required Credentials | Typically requires a degree in IT, computer science, or related fields; certifications like CompTIA, Cisco are common | Usually requires a degree in computer science or software engineering; certifications like Microsoft, AWS may be beneficial |
| Work Environment | Often in IT departments, support centers, or network operations centers | Primarily in software development teams, coding environments, or tech startups |
| Employer & Industry Usage | Used across various industries including finance, healthcare, and retail for infrastructure and support roles | Primarily in tech companies, software firms, and startups focused on application development |
While both roles involve technical skills, a Tech Job generally covers a broader range of IT functions such as network management, hardware support, and system administration. A Software Developer focuses specifically on designing, coding, and testing software applications. Understanding these differences helps job seekers target the right roles based on their skills and career goals.
What are the careers in tech?
What is a tech job?
Full-time
Posted 6 days ago
Job description
Company: Hopewell Residential Management
Employment Type: Full-time, Permanent
Location: Calgary, AB About Hopewell ResidentialHopewell Residential is one of Calgary's leading home builders and a respected community developer in Western Canada. Our technology environment is undergoing the most significant change in two decades, anchored by an ERP replacement and a broader digital strategy.The OpportunityWe are hiring a Manager, IT Service Delivery to lead day-to-day IT service operations through the ERP transition and into a new steady-state operating model.This role owns IT service delivery outcomes: ticketing, vendor management, ITSM discipline, and the relationship between IT and the business. You will steward the service function through ERP selection, implementation, go-live, and stabilization, and then lead it as a permanent capability.What You Will Do1. Own IT Service Delivery
- Own end-to-end IT service delivery for the business, including intake, triage, escalation, and resolution.
- Establish and enforce ITSM discipline, tooling, and operational standards.
- Act as the primary relationship owner between IT and functional leaders across operations, finance, sales, marketing, and construction.
- Support Enterprise solutions such as Salesforce, NEWSTAR, Monday.com etc. through a team of internal team members, vendors and contractors.
- Participate meaningfully in ERP partner selection, including vendor presentations, scoring, contract input, and run-readiness evaluation.
- Support model design
- Cutover and go-live support planning
- Hypercare execution
- Post-go-live stabilization
- Carry accountability for ERP operational performance through the first 12 months post go-live.
- Current state: 1 analysts
- Future state (12–18 months): 2 specialized analysts (Salesforce/Business Apps; AI/Microsoft/Data)
- Hire, coach, prioritize, and hold the team accountable as the function scales.
- Ensure roles are clear, workloads are sustainable, and knowledge is not concentrated in individuals.
- Own relationships with managed services providers, ERP vendors, Salesforce specialists, and Microsoft contractors.
- Negotiate and manage SOWs, rate cards, SLAs, and performance expectations.
- Drive accountability, escalation discipline, and continuous improvement with vendors.
- Participate as a member of all Enterprise Application Steering Committees.
- Maintain RACI accountability for service delivery readiness, ITSM tooling, and vendor performance.
- Work with the IT Leadership team to formalize and maintain governance structures, decision rights, and escalation paths.
- Define business vs. technical issue triage
- Establish clean handoffs between project delivery and operations
- Ensure continuity through system implementation and beyond
- Hopewell Residential application and service delivery
- Hopewell Capital central IT services
- 5–8 years of progressive IT experience with a clear focus on service delivery and vendor management
- Demonstrated experience running or standing up an ITSM function
- Comfort owning outcomes across multiple application platforms without being the deepest technical expert
- Strong communication skills with business leaders who are not IT-native
- ERP transition experience in a mid-market environment is a strong asset
- ERP partner selection participation complete
- Enterprise Application Vendor relationships formalized with clear SOWs and expectations
- Application service delivery model defined (support tiers, escalation paths, tooling direction)
- Foundational ITSM processes integrated in service delivery
- ERP is live with a functioning hypercare model
- ITSM tooling supports ERP and non-ERP workloads cohesively
- Service team build-out complete
- ERP is stable and fully transitioned into BAU operations
- Application portfolio rationalized to approximately 10–12 core tools
- Vendor performance is measured, managed, and continuously improved
- IT service delivery is viewed as a strategic partner, not a reactive support function