Sr. Manager, Service Experience

Job Description

AltaGas - Sr. Manager, Service Experience

AltaGas is seeking a Senior Manager, Service Experience to lead strategic initiatives that enhance the quality, efficiency, and user satisfaction of Digital services across the organization. This role is pivotal in optimizing service delivery, driving continuous improvement, and ensuring that internal and external service providers meet performance expectations.

You will manage enterprise-wide Service Level Agreements (SLAs) with Managed Service Providers (MSPs), leverage analytics tools like Power BI for actionable insights, and champion ITSM best practices to deliver exceptional service experiences.

You have:

- Lead enterprise-wide programs across AltaGas and subsidiaries (Washington Gas, WG Energy, SEMCO) to improve Digital service experience, including Shift Left, service desk transformation, and self-service capabilities.

- Develop and execute strategies to enhance end-user satisfaction using feedback, analytics, and service performance data.

- Manage SLAs and operational performance of MSPs, ensuring compliance and driving corrective actions.

- Utilize Power BI to create dashboards and reports for service performance, CSAT, and operational efficiency.

- Own the roadmap for service experience improvements aligned with ITIL practices and digital workplace strategies.

- Champion ITSM platforms (e.g., ServiceNow) to streamline workflows and enable automation.

- Drive adoption of user-centric tools such as knowledge management, virtual agents, and omnichannel support.

- Facilitate stakeholder engagement and change management for successful program delivery.

- Lead regular service reviews with MSPs and manage budgets, timelines, and resources effectively.

You have:

- 8+ years of experience leading IT Service Desk operations with a focus on service delivery, ITSM, or vendor management.

- Proven experience managing SLAs and vendor relationships with MSPs.

- Strong understanding of ITIL frameworks and ITSM platforms (ServiceNow).

- Hands-on experience with Power BI for reporting and analytics.

- Expertise in customer experience design, service analytics, and continuous improvement.

- Excellent communication, leadership, and stakeholder management skills.

- Familiarity with Lean, Agile, and DevOps principles.

- Experience with digital workplace technologies (Microsoft 365, collaboration tools).

- Strong analytical and problem-solving abilities with the ability to influence and drive change.

- ITIL V3 Expert or ITIL 4 Managing Professional.

- Certifications in customer experience or service management are an asset.

Why Join AltaGas?

At AltaGas, you’ll have the opportunity to lead enterprise-wide transformation initiatives that shape the future of digital service experience. We foster a collaborative environment where innovation and continuous improvement are at the core of everything we do. You’ll work with talented teams across multiple business units, influence strategic decisions, and drive meaningful change that impacts thousands of employees

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: WGL/SEMCO/AltaGas offers a total rewards package that includes competitive pay, incentive bonus plans, holiday pay, 401K matching and a wide array of benefits. These benefits including medical, dental and vision coverage are designed to help you and your family stay healthy. We also have paid time off (PTO) to balance the demands of your work and personal life. Available benefits vary depending upon the specifics of the role.

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.