IT Service Delivery Manager

Posting Date: 07 May 2020

Location: Ottawa, CA, K1P5E7

Company: Babcock

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Underpinned by a deep understanding of technology integration, asset management, and specialist training, Babcock International works with customers around the world to improve the capability, reliability and availability of their most critical assets within the key market sectors of Marine, Land, Aviation, and Nuclear.


In Canada, Babcock is best known for our work in the Marine sector; providing critical and complex support to Canada’s submarine fleet. We are now expanding our Canadian business into the Aviation sector by providing Aerial Emergency Services to the Province of Manitoba.


Our business relies on our people delivering their best day in and day out. As individuals, we all make a difference to our colleagues, our customers and others who we interact with on a daily basis.  Collectively at Babcock, our employees exude the ‘Being Babcock’ principles that help make us great at what we do:


  • Always strive to deliver
  • Build great relationships based on trust
  • Safeguard customers’ reputations
  • Never compromise on health and safety
  • Challenge ourselves and each other
  • Respect people and value their diversity
  • Thrive on complexity
  • Trust our people to deliver


In this role, you will:


  • Within the centralized service delivery model, manage a multi-location, in-country technical support team. Act as a point of escalation and support to the 2nd Tier team on:
    • Active Directory, ADFS and Quest ARS environments covering multiple domains for a user base in excess of 25,000+
    • Windows Server 2008R2, 2012R2, 2016 and 2019
    • Exchange ongoing support, configuration and capacity management for approx. 30,000+ mailboxes
    • UCS Chassis and Blade Server support, VMware 6.5, EMC SAN Storage and ConmVault
    • Citrix XenApp, Provisioning Services and NetScaler infrastructures Thin computing management processes, XenApp 6.5 and 7.15
  • Guide and support change management while ensuring compliance requirements and processes are met.  
  • Produce documentation on Infrastructure performance and capacity trends, server performance and trending to specified standards.
  • Participate in disaster recovery planning, testing and response.
  • Provide technical expertise on a variety of projects.
  • Collaborate with internal and external customers as conduit for maintaining systems, providing technical input in relation to new business opportunities, and regular review of capacity statistics, trends and levels of service.
  • Other duties as assigned.


As our ideal candidate,


  • You hold a post-secondary degree in Computer Science or relevant field.
  • You have 8 years’ progressive experience providing technical Infrastructure Service support.
  • You have 2-3 years’ experience managing a technical support team.
  • Experience working in centralized service delivery model is mandatory.
  • Expert level knowledge of one of the following technologies as well as working knowledge in a variety of other technologies:
    • Exchange and Active Directory
    • Citrix
    • Virtualisation
    • Storage and Backup technologies
    • Oracle Linux
  • A strong track record working with associated technologies in both a support and project capacity.
  • Working knowledge of ITIL based approach and storage area networks (EMC preferred.)
  • Microsoft or Cisco Certification:
    • EMC certified Storage administrator
    • Citrix Certified Administrator CCA
    • Microsoft Certified MCITP, MCSE
  • You are eligible for a Canadian Secret Security and ITAR Clearance


Applicants, please apply online through our LinkedIn posting or through our website at

Given our commitment to employee development across the board, employees enjoy a long and satisfying career at Babcock in an environment that values their contributions, rewards them properly, and is committed to their safety and wellbeing.  Employee benefits may include but are not limited to:


  • Relocation assistance for individuals and families
  • Pregnancy and Parental Leave top-up available
  • Company sponsored continuing education
  • Employee recognition and bonus programs
  • Reimbursement of annual professional membership dues
  • Health and Wellness Program
  • Comprehensive health and dental benefits
  • Employer matching of employee retirement contributions
  • Paid vacation that increases with years of service


Babcock is committed to promoting employee equity and building a skilled, diverse workforce reflective of Canadian society. If you require accommodation during any stage of our recruitment process, please let us know how we can assist you.

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