Enterprise Service Delivery Specialist

91138
Kanata, ON
Permanent/Direct Hire
3 days ago
Statement of Work
Job Title: Enterprise Service Delivery Specialist
Job Location: Ottawa – Hybrid
Fulltime

Job Overview
The Enterprise Service Delivery Specialist will provide customer service and support in the delivery and maintenance of key IM&T services and projects. This role involves business analysis, project management, and upholding IT Service Management (ITSM) best practices. The specialist will collaborate with internal and external stakeholders, oversee digital transformation initiatives, and manage enterprise service requests. Additionally, this role will collaborate between vendors and stakeholders to ensure successful system implementation and ongoing service maintenance.

Duties and Responsibilities

  • Support the intake, prioritization, and execution of IM&T projects within the Enterprise Service Delivery (ESD) Project Management Office (PMO), ensuring alignment with ESD Objectives Roadmap and Demand Breakdown Request, governance, security and risk frameworks.
  • Provide weekly executive reporting on project progress, risks, and outcomes.
  • Gather and analyze business requirements to support enterprise IT projects, defining functional and non-functional system and business requirements and developing User Acceptance criteria.
  • Support enterprise-wide IT Service Management (ITSM) and IT governance efforts, overseeing change management, user training, and system adoption strategies.
  • Facilitate project delivery using tools such as MS Planner, MS Project, Azure DevOps, and Jira.
  • Liaison between IT, internal business units, and external vendors to champion continuous improvement frameworks and monitoring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for IT service delivery.
  • Conduct data analysis to generate insightful ad hoc reports and strategic recommendations.
  • Ensure processes are thoroughly documented and utilized to maintain clarity and consistency across projects and initiatives.
  • Support the development of project roadmaps, forecasting and workload planning, monitoring progress, and ensure alignment with governance, security, and risk frameworks.
  • Configure, deploy, and administer Oracle Primavera Unifier for project portfolios.
  • Translate business requirements into workflows, forms, and custom reports.
  • Collaborate with PMO and Finance to align Unifier with governance and reporting requirements.
  • Provide data analysis and dashboards to support executive decision-making.
  • Act as a liaison with vendors and Oracle support to ensure timely implementations.
  • Support change management and user training to drive adoption.
  • Provide steady state application support, including user administration, access management, and end-user training to ensure ongoing system effectiveness and adoption.
  • Other duties as assigned.

Qualifications and Experience

  • Post-secondary education in Information Technology, Computer Science, or a related field.
  • Minimum of five (5) years of relevant experience in enterprise IT environments, with a focus on service delivery, project coordination, or business analysis.
  • Demonstrated experience with enterprise IT Service Management tools such as ServiceNow.
  • Proficiency in tools such as Azure DevOps, Kanban, MS Planner, MS Project, and Microsoft Office.
  • Proficiency in Oracle Primavera Unifier would be a strong asset.
  • Familiarity with SQL+ or data querying tools would be an asset.
  • Knowledge of project cost control, scheduling, and document management processes.
  • Strong technical writing, documentation, and presentation skills.
  • Excellent interpersonal and customer service skills.
  • Excellent organizational and analytical skills with high attention to detail and the ability to manage multiple priorities.
  • Experience in the Defence and Aerospace industries would be an asset.
  • Be able to hold a Government of Canada Security Clearance (Secret level) and Controlled Goods Clearance.
  • Eligible to work in Canada.
  • Strong oral and written English language capabilities.
  • Fluency in French would be an asset.

 

The pay range that the employer reasonably expects to pay for this position is between CA$85,000 and CA$100,000

Our voluntary benefits offering includes medical, dental, vision and retirement benefits.

This posting is for an existing vacancy.

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Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.

We use artificial intelligence tools to help our recruiters screen and assess talent. These tools do not replace human decision making in the process.

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