Manager, IT Service Delivery

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 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 Opportunity

We 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 Do

1. Own IT Service Delivery

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  Own end-to-end IT service delivery for the business, including intake, triage, escalation, and resolution.

  
  


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  Establish and enforce ITSM discipline, tooling, and operational standards.

  
  


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  Act as the primary relationship owner between IT and functional leaders across operations, finance, sales, marketing, and construction.

  
  


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  Support Enterprise solutions such as Salesforce, NEWSTAR, Monday.com etc. through a team of internal team members, vendors and contractors.

  
  

2. Lead ERP Service Readiness & Stabilization

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  Participate meaningfully in ERP partner selection, including vendor presentations, scoring, contract input, and run-readiness evaluation.

  
  

Define and own ERP service readiness, including:

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  Support model design

  
  


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  Cutover and go-live support planning

  
  


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  Hypercare execution

  
  


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  Post-go-live stabilization

  
  


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  Carry accountability for ERP operational performance through the first 12 months post go-live.

  
  

3. Team Leadership & Evolution

Lead a team evolving over time:

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  Current state: 1 analysts

  
  


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  Future state (12–18 months): 2 specialized analysts (Salesforce/Business Apps; AI/Microsoft/Data)

  
  


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  Hire, coach, prioritize, and hold the team accountable as the function scales.

  
  


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  Ensure roles are clear, workloads are sustainable, and knowledge is not concentrated in individuals.

  
  

4. Vendor & Partner Management

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  Own relationships with managed services providers, ERP vendors, Salesforce specialists, and Microsoft contractors.

  
  


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  Negotiate and manage SOWs, rate cards, SLAs, and performance expectations.

  
  


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  Drive accountability, escalation discipline, and continuous improvement with vendors.

  
  

5. Governance & Operating Model Participation

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  Participate as a member of all Enterprise Application Steering Committees.

  
  


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  Maintain RACI accountability for service delivery readiness, ITSM tooling, and vendor performance.

  
  


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  Work with the IT Leadership team to formalize and maintain governance structures, decision rights, and escalation paths.

  
  

6. Cross-Functional Partnership

Partner closely with the IT and business team members:

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  Define business vs. technical issue triage

  
  


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  Establish clean handoffs between project delivery and operations

  
  


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  Ensure continuity through system implementation and beyond

  
  

Organizational Context

Hopewell Residential is part of the Hopewell family of companies. Central IT services (infrastructure, identity, endpoint, cyber) are provided by Hopewell Capital.

You will work with the Fractional CIO to formalize and maintain the RACI defining the boundary between:

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  Hopewell Residential application and service delivery

  
  


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  Hopewell Capital central IT services

  
  

What You Bring

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  5–8 years of progressive IT experience with a clear focus on service delivery and vendor management

  
  


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  Demonstrated experience running or standing up an ITSM function

  
  


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  Comfort owning outcomes across multiple application platforms without being the deepest technical expert

  
  


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  Strong communication skills with business leaders who are not IT-native

  
  


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  ERP transition experience in a mid-market environment is a strong asset

  
  

What Success Looks Like

At 6 Months

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  ERP partner selection participation complete

  
  


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  Enterprise Application Vendor relationships formalized with clear SOWs and expectations

  
  


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  Application service delivery model defined (support tiers, escalation paths, tooling direction)

  
  


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  Foundational ITSM processes integrated in service delivery

  
  

At 12 Months (ERP Go-Live)

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  ERP is live with a functioning hypercare model

  
  


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  ITSM tooling supports ERP and non-ERP workloads cohesively

  
  


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  Service team build-out complete

  
  

At 24 Months (Post-Stabilization)

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  ERP is stable and fully transitioned into BAU operations

  
  


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  Application portfolio rationalized to approximately 10–12 core tools

  
  


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  Vendor performance is measured, managed, and continuously improved

  
  


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  IT service delivery is viewed as a strategic partner, not a reactive support function