[Hiring] Senior Specialist, Service Delivery @Co-op

Role Description

The Senior Specialist, Service Quality provides expert oversight of service performance, quality assurance, knowledge management, and training, ensuring consistent, high-quality service delivery across FCL and its service partners. The role uses data-driven insights to identify risks, drive continuous improvement, strengthen service standards, and enhance customer and operational outcomes.

If you enjoy supporting customers through strong service quality and governance practices, we encourage you to apply today!

What you’ll do:

• Manage and analyze service performance measures, KPIs, and SLAs to identify trends, risks, and improvement opportunities that support effective governance and decision-making.
• Design and manage a service desk quality assurance framework to evaluate service interactions, incorporate customer feedback, and drive targeted improvements through coaching, training, and process enhancements.
• Develop and maintain accurate, current service operations knowledge, identifying gaps and collaborating with subject matter experts and service partners to support consistent and effective service delivery.
• Assess learning needs and develop onboarding, refresher, and change-readiness training to ensure service operations partners are prepared to effectively support new and evolving services.
• Drive continuous improvement and service governance by translating performance insights into corrective actions, strengthening stakeholder partnerships, supporting audits, and managing service quality and compliance risks.

Qualifications

• 6-9 years of progressively responsible experience in IT service management, service operations, performance analytics, quality assurance, knowledge management, training or related profession.
• A Bachelor’s degree in Information Technology, Business Administration, Data Analytics, Education, or a related field (a combination of relevant education and experience may be considered).
• Experience interpreting complex operational data, developing performance and quality frameworks, coordinating knowledge and learning programs, and working with third-party service providers is required.
• ITIL certification and ServiceNow, knowledge management, quality assurance, data analytics, instructional design or adult learning certifications are assets.
• Advanced proficiency with reporting and data visualization tools is preferred.
• Familiarity with service quality frameworks such as SERVQUAL, ISO standards or customer experience methodologies.

Requirements

• This position is considered a position of trust; you may be required to complete a criminal background check in accordance with FCL policies.

Benefits

• Competitive salaries, short-term incentives, a comprehensive benefits package, and an employer-contributed pension plan.
• Encouragement to take advantage of learning opportunities to grow and develop as a Team Member.

Company Description

As a co-operative, we do business differently. We believe in working together to serve Western Canadians, delivering profits back to our communities and investing in sustainable growth. Our work is guided by our values of integrity, excellence, and responsibility and driven by our vision of building sustainable communities together.

To learn more about who we are and what we offer, visit www.fcl.crs .