Head of Technology - Service Delivery - Burnaby, BC

Salary: $145,000 – $165,000
Actual compensation within the range will be based on experience
We also offer quarterly variable compensation package (bonus) + benefits

 

About Specsavers

Welcome to Specsavers - where we're not just about eyewear and eyecare, we're a purpose-driven organization committed to changing lives through better sight. As a certified Great Place to Work®, we take pride in our optometrist-owned and -led business model, providing quality eyecare and affordable eyewear to Canadians across the country.

Our journey began 40 years ago in the UK, with visionary optometrists Doug and Mary Perkins. Today, we support over 2,600 healthcare businesses spanning 11 countries in our network, passionately caring for more than 42 million patients and customers worldwide.

At Specsavers, we believe that access to quality eyecare should be a right, not a luxury. That's why we go above and beyond to transform the eyecare experience in Canada. With our advanced clinical equipment and an extensive range of affordable and high-quality eyewear, we're here to make a real difference in the lives of our customers.

But that’s not all - we're also dedicated to fostering a positive, inclusive and supportive work culture. We strive to create an environment where our partners thrive while benefiting from the collective support and resources of our dedicated teams.

If you're passionate about making a difference, providing incredible care, and being part of a values and purpose-driven organization, join us on our journey to revolutionize the way Canadians experience eyecare. Together, we can change lives through better sight.

 

What You’ll Do

 

Main Purpose of the Team

Our Technology team plays a vital role in ensuring our business thrives. We empower our store and support office colleagues by equipping them with cutting-edge solutions. Their mission? To deliver exceptional service to our beloved customers and patients by changing lives through better sight

 

Main Purpose of the Role

As the Head of Technology – Service Delivery, you hold a critical responsibility: ensuring that our IT services and resources operate at peak efficiency. Your mission is to empower our partners, colleagues, and customers by delivering exceptional technology services while also strategically managing our vital supplier relationships.

 

Key Responsibilities

• Strategic Leadership:
  • Develop and execute strategies to enhance service quality and reduce costs.
  • Foster a culture of innovation, collaboration, and continuous improvement within the team.
• Supplier Excellence:
  • Conduct regular meetings with suppliers to discuss performance, address issues, and identify areas for improvement.
  • Regularly review supplier performance against agreed-upon SLAs/KPIs.
  • Implement corrective actions and improvement plans where necessary.
• Enhancing Customer Satisfaction:
  • Define and enhance global support model processes with the primary focus on improving customer experience.
  • Implement “Best Practice” ITIL processes to ensure superior service delivery.
• Effective Contract Management:
  • Oversee contract lifecycles and ensure compliance.
  • Swiftly resolve disputes and discrepancies.
• Seamless Project-to-Service Transition:
  • Facilitate smooth handover from project completion to operational service.
  • Develop transition plans and ensure effective collaboration.

 

What We’re Looking For

 

• ITIL v4 Proficiency:
  • Demonstrated knowledge of ITIL (Information Technology Infrastructure Library) principles and practices.
  • Ability to apply ITIL frameworks to service management processes.
  • Experience with different service desk models, such as Serf-Service, Live chat, Portal and Telephony 
• Commercial Acumen:
  • Strong business acumen with an understanding of financial implications in supplier management and service modelling
  • Skilled in negotiation, cost analysis, and contract management.
• Change Leadership:
  • Proven experience leading organizational change initiatives.
  • Ability to drive process improvements and adapt to evolving business requirements.
• Conflict Resolution:
  • Effective dispute resolution skills.
  • Ability to manage contract disputes, supplier issues, and conflicting priorities.
• Communication Excellence:
  • Clear and concise communication skills.
  • Ability to convey expectations, negotiate terms, and maintain transparency with suppliers and stakeholders.
• Customer-Centric Mindset:
  • Pas