IT Service Management Supervisor

Overview:

Pembina Pipeline Corporation’s Calgary’s office is actively hiring for an IT Service Management & ServiceNow Delivery Supervisor to join the team. This position reports to the Manager, PMO & Governance in the Information Services team, part of Pembina’s Legal, People, and Corporate Affairs division. 

Pembina's Information Services team manages and maintains the company's infrastructure, provides technical support, ensures data security and accessibility, implements new technology, strategies for future development, manages vendors, and ensures compliance with relevant laws and regulations. We depend on our talented people who are constantly looking for innovative ways to improve our processes and existing technologies. Our focus is to collaborate with our customers and colleagues to land cutting edge technologies to help improve the way we work, maximize productivity, and reduce cost which in turn contribute to the environmental solutions that help with our climate change challenges. We are building a diverse team of open-minded, adaptable and innovative people, to keep up with the changing world of technology.

The Supervisor, ITSM & ServiceNow Delivery leads Pembina's integrated ITSM governance and ServiceNow delivery functions, providing strategic direction and operational oversight for service management processes, platform strategy, and service performance. Acting as the key liaison between business stakeholders, ISU leadership, operational teams, and delivery partners, the role ensures IT services and platform capabilities align with business objectives, compliance requirements, and operational needs — driving service excellence through governance, innovation, and continuous improvement.

Responsibilities may include but not limited to:

Leadership & Team Development:

• • Lead, mentor, and develop a team of ITSM SMEs, Business Analysts, ServiceNow Administrators and Developers, and service delivery resources; and
  • Set team priorities, objectives, and performance expectations aligned to organizational goals, fostering accountability, collaboration, and customer service excellence.

ITSM Governance & Process Ownership:

• • Own and govern core ITSM processes: Incident (including Major Incident), Problem, Change, Request, and Knowledge Management;
  • Develop and continuously improve ITSM policies, standards, procedures, and controls; monitor process compliance, effectiveness, and maturity; and
  • Lead audits, compliance reviews, and remediation, ensuring governance supports regulatory, security, and operational requirements. 

ServiceNow Platform Strategy & Delivery:

• • Own the ServiceNow roadmap, platform strategy, and delivery governance, including demand intake, prioritization, and execution of enhancements and new capabilities;
  • Oversee administration, configuration, integrations, upgrades, releases, and lifecycle management, with defined release governance, deployment standards, and QA practices; and
  • Ensure business requirements translate into sustainable solutions and that the platform remains reliable, secure, and scalable.

Service Performance & Stakeholder Management:

• • Serve as the primary point of contact for ITSM and ServiceNow initiatives, partnering with business units, ISU leadership, operational teams, and external providers to align priorities and outcomes;
  • Monitor and report on service performance, KPIs, and operational trends, partnering with support teams to improve reliability and customer experience;
  • Drive continuous improvement, automation, and AI-enabled capabilities; evaluate emerging technologies and develop business cases supporting service and platform investment; and
  • Oversee vendor performance, contractual commitments, service levels, and delivery outcomes.

Additional Responsibilities: 

• • Champion Pembina’s Zero by Choice safety culture and Life Saving Rules by embedding physical, psychological, and cyber safety into all work practices while taking personal accountability to maintain compliance, support audit readiness, proactively identify risks, and protect our people, assets, and data; and 
  • Participate and support an equitable, diverse, and inclusive workplace.

Qualifications:

• • Post-secondary degree in Information Technology, Computer Science, Business, or a related field; an equivalent combination of education and experience will be considered
  • Progressive experience in Information Technology, including experience leading teams and/or providing people leadership;
  • Demonstrated expertise in IT Service Management (ITSM) processes and ServiceNow platforms within complex enterprise environments; 
  • Proven ability to build strong stakeholder relationships, lead service improvement initiatives, and support organizational change;
  • ITIL Foundation certification is required; 
  • ITIL Managing Professional, ServiceNow Certified System Administrator (CSA), and ServiceNow Certified Implementation Specialist (CIS) certifications are preferred; and 
  • PMP, Certified Scrum Master (CSM), or other Agile certifications are considered assets.

Pembina’s Flexible Work Standard provides the option for eligible employees to work remotely on Fridays