Senior Director, Service Management

Calgary, AB

AltaGas - Sr Director, Service Management

As an experienced digital technology leader, you will manage and direct the Enterprise Service Management team. This team is responsible for the overall delivery effectiveness, efficiency, and optimization of all digital services provided by AltaGas’ managed services providers and strategic digital vendors.

This will include developing a strategic staged roadmap for the engagement of the managed service providers with an initial focus on Infrastructure and End User services. Championing service management best practices and processes based on ITSM constructs and developing and maintaining strategic value add business relationships across the Digital landscape.

The “Senior Director, Service Management” role is a challenging and exciting management position which will actively contribute to making a significant impact on AltaGas’ strategic growth and is accountable for ensuring pragmatic and effective delivery of all external IT services to AltaGas.

As a member of the Digital Leadership team, you will collaborate with partners across the Digital organization to drive vendor strategy, support the coordination of contracts, and improve the overall efficiency and effectiveness of our vendor management processes.

This position reports directly to the Senior Vice President, Digital & Chief Digital Officer. As a Senior Director within AltaGas, you will have ongoing interactions with the company’s business leadership, in addition to being a key member of the Digital leadership team. The Senior Director will be required to roll-up their sleeves and commit the effort necessary to drive rapid maturity in the service management function across the enterprise. The position is based out of AltaGas’ Calgary office, but some travel will be required to other AltaGas locations in North America. The leader will be well-versed in managing resources and activities across geographies.

You Will:

Oversee and manage the delivery of IT services, via external managed service providers, related to IT infrastructure (incl. network, hosting, IoT & IIoT) and the services provided to end-users (incl. service desk, deskside, and field services, end-user devices, and desktop services). Including service delivery, infrastructure management, end-user services, cybersecurity and risk management, strategic planning, and architecture. Including service delivery, infrastructure management, end-user services, cybersecurity and risk management, strategic planning and architecture.
Oversee the integration, management, and continuous improvement of IT services within the organization. Including service strategy, service design, service transition, service operations, service integration, and service performance management.
Manage and optimize the value of our relationships with IT vendors to ensure their products and services meet the company’s performance, quality, and cost-effectiveness standards.
Manage cloud infrastructure with financial operations oversight to ensure the cost-effectiveness and efficiency of our cloud-based services.
Responsible for developing, managing, and reporting on annual operating and capital budgets.
Coach, mentor, motivate, and supervise team members and cultivate a culture of accountability empowerment and value realization for their work.
Perform performance management duties including setting goals, monitoring and evaluating staff performance achievements.
Participate in the development of annual Value Drivers and report on actual achievements.

You Have:

10+ years of IT experience with direct responsibility for service management, vendor performance management, and infrastructure portfolio, program, and project management
5+ years of experience and working knowledge of ITSM, including implementation of solution across an enterprise
3+ years of demonstrated managed services provider RFP (request for proposal) development, contract negotiations, and contract management proficiency
Bachelor's degree in business, information systems or related discipline, or equivalent
ITIL certification (required) ITIL Strategic Leader certification preferred
In-depth knowledge of industry best practices and service delivery standards
Proven experience in IT vendor management, with a strong understanding of vendor selection, contract coordination and negotiation, and performance evaluation
Extensive knowledge of IT vendor management best practices and industry standards
Experience managing vendor relationships in the context of managed service delivery
Experience developing and monitoring delivery of efficient and effective solutions to diverse and complex business problems.
Midstream and/or Utilities industry experience is highly desirable
M&A transaction experience will be considered an asset

Why work at AltaGas?

AltaGas is a North American energy infrastructure company with a focus on owning and operating assets that provide clean and affordable energy to our customers. AltaGas assets include Washington Gas/WGL, SEMCO, and Petrogas. Our talented team, nearly 3,000 strong, leverages the strength of our assets and expertise along the energy value chain to connect customers with premier energy solutions – from the well sites of upstream producers to the doorsteps of homes and businesses to new markets around the world.

We deliver clean and affordable natural gas to approximately 1.7 million customers’ homes and businesses through regulated natural gas distribution utilities across four jurisdictions in the United States and two regulated natural gas storage utilities in the United States. Learn more about our team, vision, and strategy.

To learn more about our mission: https://www.youtube.com/watch?v=hvYAAg21IuU

For Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.

For U.S. hires: U.S. affiliates of AltaGas are committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, genetic information, status as a protected veteran or any other characteristic protected by federal, state, or local law.