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AltaGas Ltd.
AltaGas - Sr. Manager, Service Experience
Sr. Manager, Service Experience at AltaGas Ltd., Calgary. Lead digital service initiatives using ServiceNow ITSM, Power BI analytics, and ITIL expertise. Enhance user satisfaction, manage MSP SLAs, drive automation. 8+ yrs required.
Direct Hire
Senior
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
Change Management
DevOps
IT Service Management
Incident Management
Knowledge Management
Virtual Agent
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Certified System Administrator
Job description
Posted on:
December 2, 2025
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.
Requirements
- Lead enterprise-wide programs across AltaGas and subsidiaries to improve Digital service experience
- 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
- 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
Benefits
- Holiday pay
- 401K matching
- Medical, dental, and vision coverage
- Paid time off (PTO)
Requirements Summary
8+ years of experience leading IT Service Desk operations, ITIL V3 Expert or ITIL 4 Managing Professional, expertise in customer experience design, service analytics, and continuous improvement
