Business Improvement Manager (Service Provider Performance)

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At BC Hydro, we’re working towards creating a cleaner and more sustainable future for all British Columbians and need

people like you to help us. A career at BC Hydro is meaningful and provides you the opportunity to be part of a talented,

inclusive, and diverse team. We offer a healthy work-life balance, competitive wages, a comprehensive benefits package,

and training opportunities to support you in your career growth. We're proud to be ranked as one of B.C.'s Top Employers

and one of Canada's Best Diversity Employers.

We invite you to join us as we build an even cleaner B.C. We welcome applications from all qualified job seekers. If you’re a

person with a disability, please let us know by emailing RecruitmentHelp@bchydro.com, as adjustments can be made to

help support you in your application process.

Business Improvement Manager (Service Provider Performance)

Number of positions: 1 Job Location: Edmonds C02

Employment type: Permanent Region: Lower Mainland

Hours of work: Full-time (37.5 hrs/wk) Flexible Work Role: Hybrid

Annual salary: $ 107,000.00 - 135,300.00

What you'll do

Project Transition:

- Provide advice and practical guidance to project teams to ensure a smooth transition of services into operations

including coordination of ServiceNow tool (e.g. CMDB, Assignment Group, etc) and process setup prior to services go

live.

Contribute to the development and evaluation of project deliverables related to IT support models. Conduct

thorough reviews to assess quality and alignment with organizational standards, recommend approvals as appropriate.

Develop new and/or evolve existing transition planning related templates* to support service readiness and

operational continuity, incorporating key elements tied to service provider contractual obligations and ITIL processes.

- Coach Project Managers and Analysts on documentation requirements to improve clarity and consistency.

- Support Model Checklist

SIA & SIP

Service Level Management:

- Provide leadership in Service Level Reporting and Service Provider Performance Measurement, ensuring vendor

reports are accurate and reflective of actual performance.

- Monitor service performance against targets to ensure service level compliance, identifying trends and service

level breaches.

- Manage, document, and maintain Service Level Definition and metrics.

- Review, revise, and update Service Level documentation in alignment with vendor contract changes, ensuring

continued service delivery effectiveness and contractual compliance.

- Facilitate performance review discussions with service providers to identify actionable areas and lead targeted

improvement initiatives that enhance service quality and alignment with contractual expectations.

- Track and monitor Continual Service Improvement initiatives and remediation plans, ensuring progress,

accountability, and measurable outcomes.

Other:

- Manage end to end lifecycle of software licenses for Service Management and Platform Solutions department,

including acquisition, renewal, tracking, and compliance with contractual terms. Partner with procurement and other

stakeholders to align licensing with operational and budgetary goals.

- Prepare and maintain training material and conduct training related to Service Level measurement and Transition

Planning artifact completion

- Perform duties of a minor nature related to the above duties that do not affect the rating of the job.

What you bring

- Bachelor degree in Business Management or equivalent.

- 7 + years of experience in IT service management, including at least 5 years in service operations (support/

sustainment) and 3 years of direct, hands-on ITIL practice (e.g. Incident, problem, and service level management).

- Deep understanding of E2E ITIL service operations and vendor performance management.

- Proven experience in E2E technology sustainment/support and service management tooling (ServiceNow).

- Advanced skills in analytics, reporting, Excel, Power BI, Visio, Power Point and Word

- Effective communicator with solid presentation, facilitation and interpersonal skills.

- Experience in software license oversight, budgeting, and financial planning is an asset

What we offer

- A comprehensive benefits package

- A minimum of 15 paid vacation days

- A lifetime pension

- Flexible work model, depending on your role type

- Training and development courses

For more information on the benefits we offer, visit bchydro.com/benefits.

Location: Burnaby, British Columbia, Canada V3N 4X8

What else you should know

- As part of the selection process, applicants may be required to take a written test/assessment.

Don't forget to update your Candidate Profile with your current resume and copies of your certifications. If applicable,

include your Trades Qualification. This will ensure we have all the necessary information to assess your application without

any delays.

Date Posted: 2025-08-27 Closing Date: 2025-09-17

For internal use 52231746