Service Delivery Consultant

Our Story & Purpose:

Were Vancity a member-owned credit union built on the principles of inclusion and social justice. Since 1946 our relentless commitment to these values has helped us challenge the status quo and break down barriers. Weve made bold commitments to become net-zero by 2040 across all mortgages and loans and were actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada were proud to be consistently recognized as one of the countrys Top Employers. If youre ready to join our team of 2300 diverse individuals access competitive rewards and benefits and be part of a greater movement - apply today!

Your Role in Supporting Our Members:

The Service Delivery Consultant is accountable for the end-to-end delivery stability and continuous improvement of IT services. This role ensures operational resilience by owning IT Service Management (ITSM) processes and CMDB integrity while overseeing the effectiveness of Incident Major Incident Problem and Change Management. The position acts as the single point of accountability for how IT services are operated measured and governed and facilitates the rapid restoration of service to minimize business disruption.

This role will enjoy hybrid working arrangements which can be fulfilled primarily from the Vancity head office location and your Lower Mainland home based office. You may be expected to come into office at least once per week.

How Youll Make an Impact:

Service Delivery & Operational Resilience

• Own the operational health availability and performance of IT services.
• Ensure consistent repeatable service delivery aligned to business expectations.
• Coordinate cross-functional teams to resolve service degradation and systemic issues.
• Provide executive-level visibility into service performance risk and trends.

Major Incident Management

• Lead and facilitate major incident bridges to drive rapid containment and recovery.
• Consult with technical and operational teams during high-severity incidents.
• Ensure timely accurate and business-focused communications to stakeholders and leadership.
• Support after-hours major incident escalation as part of the on-call rotation.
• Ensure post-incident reviews are completed and remediation actions are tracked.

Problem Management

• Govern Incident Management to ensure consistent prioritization escalation and resolution.
• Identify recurring incidents and initiate Problem Management activities.
• Lead root cause analysis and ensure corrective and preventative actions are defined and delivered.
• Maintain and improve knowledge articles known errors and workarounds.
• Use trend analysis to reduce incident volume and improve service stability.

Change Management

• Own and govern the end-to-end change lifecycle to minimize risk to production services.
• Chair or co-chair the Change Advisory Board (CAB).
• Ensure changes are properly assessed for risk impact testing and backout readiness.
• Monitor change success failure and incident-causing change metrics.
• Drive continuous improvement in change quality and outcomes.

ITSM Process Ownership & Governance

• Act as the process owner for ITSM practices including Incident Problem Change and related workflows.
• Define document and enforce ITSM standards policies and procedures.
• Ensure consistent process adoption across resolver groups and operational teams.
• Establish and monitor SLAs KPIs and operational metrics aligned to service objectives.
• Drive process maturity through continual service improvement initiatives.

Reporting & Communications

• Deliver regular service performance and operational risk reports to leadership.
• Provide clear concise and actionable insights into service health and trends.
• Maintain accurate documentation for ITSM processes incidents problems changes and services.
• Contribute to enterprise knowledge management and operational transparency.

Continuous Improvement

• Lead initiatives to improve service quality reliability and operational efficiency.
• Identify automation and proactive monitoring opportunities.
• Facilitate training tabletop exercises and operational readiness activities.
• Drive year-over-year improvements in ITSM and service delivery maturity.

Compliance Risk & Customer Satisfaction

• Support risk management resilience and continuity initiatives with accurate service data.
• Track and improve customer satisfaction related to IT service delivery.
• Proactively identify and escalate service risks before they impact the business.

What youll bring to the team:

• Bachelors degree in Computer Science Engineering or a related field
• Demonstrated experience in IT Service Management within complex enterprise environments.
• Strong working knowledge of ServiceNow ITSM and CMDB capabilities.
• Proven ability to lead cross-functional teams during high-pressure operational events.
• Strong analytical skills for trend analysis root cause investigation and performance reporting.
• Excellent written and verbal communication skills including executive-level reporting.
• Strong service delivery mindset with a focus on resilience stability and continuous improvement.
• Ability to participate in a 24/7/365 on-call rotation.

Youll Thrive Here If You Are:

• A Strong Communicator You have strong interpersonal skills and you are comfortable communicating with stakeholders in different levels of the organization. Demonstrate confidence and provide highly specialized technical expertise and advice.
• Analytical & Decisive- with your strong problem solving and decision-making skills you can diagnose challenges and issues; develop innovative investigative solutions. You make timely decisions while assessing business financial and member impacts and to identify viable solutions.
• A subject-matter expert and learner you possess significant knowledge in your functional area and areas that can impact your work. You ensure to keep updated with the most relevant developments in your space.

We value lived experience so if you are interested in this role we encourage you to apply even if you feel your skills dont perfectly align with those listed.

What Youll Earn:

This role offers a salary range of $9200 $115000. The base pay offered may vary depending on factors such as relevant qualifications skills previous experience and internal equity. As part of our total rewards package employees may also be eligible for our annual incentive program subject to program eligibility requirements.

Why Youll Love Working Here:

A career at Vancity is more than just a job youre joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

• Living Wage Employer: Were the largest private-sector Living Wage Employer in Canada and consistently ranked among Canadas Top Employers.
• Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.
• Generous Vacation: New employees start with 3-4 weeks of vacation per year with additional days earned over time.
• Extra Stat Holidays: In addition to BCs 11 statutory holidays we offer 2 extra days plus care days for personal or family illness.
• Immediate Health Coverage: Health and dental benefits begin on your hire date with three levels of coverage to choose from.
• Defined Benefit Pension: Our retirement plan provides a guaranteed income for life recognizing that retirement looks different for everyone.

Vancity Talent Programs:

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous Black or Trans. With special permission from the BC Human Rights Commissioner this initiative provides access to career development opportunities prioritized job screening and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative in line with the BC Personal Information Protection Act (PIPA). For details please see our dedicated Talent Programs job posting.

This role is an open vacancy and our hiring process is grounded in fairness transparency and inclusion. We are committed to an inclusive barrier-free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage) we encourage you to let us know by contacting our Talent Acquisition team at Were here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality so you can participate fully in the process.

Required Experience:

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