Own end‑to‑end global IT service delivery performance , including service desk, end‑user support, and operational IT services across all regions.
Establish and govern global service delivery models within area of responsibility, including internal teams, managed services, and outsourced service desk providers. Drive service and operational improvements through automation and AI.
Define, monitor, and report on service levels, KPIs, and SLAs , ensuring transparency, accountability, actionable insights and continuous improvement.
Lead integrated service management governance across IT functions, including governing the IT service catalog
Act as the executive escalation point for major incidents and systemic service issues , ensuring root‑cause resolution and service stability.
Oversee Regional Service Delivery for the North American offices, including executive support.
Lead the strategy, governance, and continuous improvement of ITSM practices , including Incident, Problem, Change, Request, Knowledge, Configuration, and Asset Management. Ensure processes are defined, adapted to Saputo context, and deployed across IT and other stakeholders.
Partner with PMO and delivery teams to ensure effective transition from projects to operations and sustainable support models.
Define and lead Saputo's FinOps operating model across IT functions, covering cloud, SaaS, infrastructure, and IT services spend. Drive process to ensure budget accountability with relevant departments.
Provide cost transparency, forecasting, budgeting, and variance management for IT services in collaboration with Finance.
Own software license, asset, and contract financial governance for selected major vendors, ensuring compliance, optimization, and cost efficiency.
Drive cost optimization initiatives while maintaining or improving service quality and business outcomes.
Lead global service provider governance , including performance management, commercial oversight, and continuous improvement initiatives.
Lead, with support from IT senior executive leadership, select vendor renewals, negotiations, and sourcing strategies aligned to service and financial objectives.
Build strong partnerships with IT leaders and business stakeholders,
Provide executive‑level reporting and insights on service performance, cost, and risks. Drive budget accountability
Define our IT service management/Digital Operations toolset roadmap, and lead the execution of that roadmap collaborating with key stakeholders
You are best suited for the role if you have the following qualifications:
Bachelor's degree in business, computer science, engineering, information technology, or a related field.
12+ years of progressive experience in IT service delivery, IT operations, or IT service management, including senior leadership roles.
Experience in global CPG, food and/or manufacturing organizations
Proven experience leading global service desk and ITSM functions in a large, complex, multi‑region organization.
Ability to drive results through influence in a matrixed environment
Demonstrated experience in FinOps, IT financial management, or technology cost governance , including cloud and SaaS spend.
Strong business and financial acumen, with experience managing operational budgets and vendor contracts.
Experience leading teams across multiple regions through both direct and indirect reporting.
Strong leadership, change management, influence,
Benefits
Remote work options
Additional Information
At Saputo, we bring good to the table by making high-quality products, investing in our people, and supporting communities around the world . As a top 10 global dairy processor, we value contributions that matter and strive to foster an inclusive, growth-driven work environment. Ready to bring your best?
Saputo Inc. is seeking a Director, Global Service Delivery & FinOps for an existing opportunity within our organization.
Reporting to the Senior Vice President, Global Services & Regional Support, the Director, Global Service Delivery & FinOps will play a critical role in ensuring the reliable, cost‑effective, and consistent delivery of IT services across Saputo's global operations. The role is accountable for global service delivery outcomes, IT service management (ITSM) governance, financial operations (FinOps), and license and asset cost optimization. In addition, this role will have the highly visible responsibility of providing support and service (ie. Level 2 support) to North American sites to provide a productive end user experience and continuity of operations.
The Director will work closely with regional IT leaders, IT Business Partners, Finance, Procurement, and key service providers to align service performance, financial discipline, and governance with business priorities. This role combines operational leadership with strong financial and commercial accountability, ensuring IT services deliver measurable value at scale.
Possibility to work remotely once per week.
How you will make contributions that matter:
Saputo · Saint-laurent, Qc, Canada