Service Delivery Manager, Operation
Calgary, AB, CA, T2J 7E8 Saskatoon, SK, CA, S7K 5R6
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: safety, inclusion, integrity, and results. When we say we care, we mean it. We’re creating an inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.
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.
Reporting to the Sr. Manager, IT Enterprise Applications, Operations, the Service Delivery Manager (SDM) is a strong functional and technical resource who works directly with a variety of stakeholders to ensure business solutions are effectively implemented, sustained, and continuously improved. In addition to supporting the prioritized delivery of strategic projects across our Nitrogen, Phosphate, and Potash operations, this role is accountable for the long‑term sustainment of custom built and commercial off-the-shelf applications. The SDM orchestrates both internal IT resources and external partners, including managed service providers and software vendors, to ensure reliable, secure, and efficient application operations. Working with site stakeholders, the SDM oversees the full solution lifecycle from design and delivery through transition to operations and long-term sustainment. The successful candidate will prioritize work across multiple products, manage ongoing operational support, and ensure applications continue to meet evolving business needs.
What You'll Do:
- Strategic Alignment and Collaboration:
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- Partner with business and other stakeholders to ensure IT services, solutions, and deliverables are designed to meet business needs.
- Understand NPK operations and collaborate with multiple stakeholders across operating sites and digital delivery partners; anticipate needs and identify innovative solutions.
- Ensure aligned value cases are created and endorsed (centrally and by operations) for all delivered solutions and conduct lookbacks on value capture and lessons learned.
- Maintain productive relationships with all levels of the workforce across Operations and IT.
- Engage with stakeholders and leverage IT resources to ensure data insights are effectively communicated through appropriate visualization and navigation tools.
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- Delivery:
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- Ensure successful development and delivery of enhancements, improvements, and projects; coordinate with cross-functional teams to avoid operational issues.
- Contribute to solution delivery as needed to ensure success across technical delivery, user adoption, value capture, and sustainment plans.
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- Sustainment:
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- Oversee day-to-day application support performed by internal teams, managed service partners, and software vendors to ensure timely resolution of incidents, requests, enhancements, and escalations.
- Manage vendor and managed service partner performance, including service levels, contract compliance, reporting, and continuous improvement expectations.
- Ensure stable, reliable, and secure operations for supported applications, including proactive monitoring, patching, lifecycle management, and health reviews.
- Govern managed service and vendor contracts, including service delivery performance, financial oversight, renewals, and alignment with IT operating models.
- Lead problem management by identifying recurring root causes and driving long-term improvements that enhance reliability and user experience.
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- Facilitation and Reporting:
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- Drive planning processes to deliver new and existing projects and enhancements; facilitate planning sessions and produce regular reporting on outcomes.
- Provide regular reporting on application sustainment activities, including service levels, incident and problem trends, vendor performance, and overall application health.
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- Security and Regulatory Compliance:
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- Ensure compliance with security, regulatory, and audit practices, guidelines, and standards.
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- Portfolio Planning:
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- Provide input to IT leadership on short- and long-term portfolio planning to support business strategy.
- Develop and maintain the vision for the product portfolio, ensuring high quality and significant value delivery to operations.
- Actively identify where digital solutions can add value across Business Units (BUs), provide analytics-based solutions, and validate performance.
- This role will include travel as needed, primarily within North America.
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What You'll Bring:
- Minimum 2‑year technical diploma or degree with significant experience in a relevant field. Higher‑level education (Bachelor’s, Master’s, or PhD) is an asset but not required.
- 8–12+ years of combined experience across technology domains, particularly in technical solution delivery within industrial environments (operations, maintenance, construction, engineering, etc.) and across multiple technology areas including software, hardware, mobility, communications, robotics, and automation.
- A vision, passion, aptitude, and pragmatic approach for using technology to add value to the people you support.
- Excellent interpersonal and team‑building skills with a positive attitude and demonstrated ability to build strong relationships with operations leaders, IT leaders, and vendors, including geographically dispersed teams.
- Exceptional written and verbal communication skills, including strong presentation skills with experience presenting to and fielding questions from all levels of the organization—from frontline employees to senior leaders.
- Familiarity with evaluation of commercial solutions (hardware and software).
- Strong analytical and problem‑solving experience paired with the ability to develop creative and efficient solutions.
- Goal‑oriented and flexible, with a proven track record of collaborating with multiple stakeholders.
- Demonstrated success achieving outcomes in a team setting.
- Experience implementing new technologies to broad and geographically dispersed audiences.
- A valid driver’s license is required.
Ready to make an impact with us? Apply today!
The estimated salary that Indeed, Glassdoor and LinkedIn lists does not represent Nutrien's compensation structure. Nutrien is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
This job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check, and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted. Applicants must meet minimum age requirements, as permitted by law.
Our Recruitment Process: Application > Resume Review > Pre-screen/Interview > Offer > Pre-Employment Conditions > Welcome to Nutrien
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