Salary: $145,000 – $165,000
Actual compensation within the range will be based on experience
We also offer quarterly variable compensation package (bonus) + benefits


About Specsavers

Welcome to Specsavers – where we’re not just about eyewear and eyecare, we’re a purpose-driven organization committed to changing lives through better sight. As a certified Great Place to Work®, we take pride in our optometrist-owned and -led business model, providing quality eyecare and affordable eyewear to Canadians across the country.

Our journey began 40 years ago in the UK, with visionary optometrists Doug and Mary Perkins. Today, we support over 2,600 healthcare businesses spanning 11 countries in our network, passionately caring for more than 42 million patients and customers worldwide.

At Specsavers, we believe that access to quality eyecare should be a right, not a luxury. That’s why we go above and beyond to transform the eyecare experience in Canada. With our advanced clinical equipment and an extensive range of affordable and high-quality eyewear, we’re here to make a real difference in the lives of our customers.

But that’s not all – we’re also dedicated to fostering a positive, inclusive and supportive work culture. We strive to create an environment where our partners thrive while benefiting from the collective support and resources of our dedicated teams.

If you’re passionate about making a difference, providing incredible care, and being part of a values and purpose-driven organization, join us on our journey to revolutionize the way Canadians experience eyecare. Together, we can change lives through better sight.


What You’ll Do


Main Purpose of the Team

Our Technology team plays a vital role in ensuring our business thrives. We empower our store and support office colleagues by equipping them with cutting-edge solutions. Their mission? To deliver exceptional service to our beloved customers and patients by changing lives through better sight


Main Purpose of the Role

As the Head of Technology – Service Delivery, you hold a critical responsibility: ensuring that our IT services and resources operate at peak efficiency. Your mission is to empower our partners, colleagues, and customers by delivering exceptional technology services while also strategically managing our vital supplier relationships.


Key Responsibilities

  • Strategic Leadership:
    • Develop and execute strategies to enhance service quality and reduce costs.
    • Foster a culture of innovation, collaboration, and continuous improvement within the team.
  • Supplier Excellence:
    • Conduct regular meetings with suppliers to discuss performance, address issues, and identify areas for improvement.
    • Regularly review supplier performance against agreed-upon SLAs/KPIs.
    • Implement corrective actions and improvement plans where necessary.
  • Enhancing Customer Satisfaction:
    • Define and enhance global support model processes with the primary focus on improving customer experience.
    • Implement “Best Practice” ITIL processes to ensure superior service delivery.
  • Effective Contract Management:
    • Oversee contract lifecycles and ensure compliance.
    • Swiftly resolve disputes and discrepancies.
  • Seamless Project-to-Service Transition:
    • Facilitate smooth handover from project completion to operational service.
    • Develop transition plans and ensure effective collaboration.


What We’re Looking For

  • ITIL v4 Proficiency:
    • Demonstrated knowledge of ITIL (Information Technology Infrastructure Library) principles and practices.
    • Ability to apply ITIL frameworks to service management processes.
    • Experience with different service desk models, such as Serf-Service, Live chat, Portal and Telephony 
  • Commercial Acumen:
    • Strong business acumen with an understanding of financial implications in supplier management and service modelling
    • Skilled in negotiation, cost analysis, and contract management.
  • Change Leadership:
    • Proven experience leading organizational change initiatives.
    • Ability to drive process improvements and adapt to evolving business requirements.
  • Conflict Resolution:
    • Effective dispute resolution skills.
    • Ability to manage contract disputes, supplier issues, and conflicting priorities.
  • Communication Excellence:
    • Clear and concise communication skills.
    • Ability to convey expectations, negotiate terms, and maintain transparency with suppliers and stakeholders.
  • Customer-Centric Mindset:
    • Passion for customer satisfaction and commitment to delivering exceptional service.
    • Ability to empathize with stakeholders and address their needs effectively.
  • Cross-Functional Collaboration:
    • Excellent interpersonal skills to collaborate with diverse teams (e.g., procurement, operations, legal).
    • Ability to build strong relationships with internal and external stakeholders.
  • Adaptability and Resilience:
    • Agility to navigate complex supplier landscapes and changing market dynamics.
    • Resilience in managing unexpected challenges.
  • Strategic Vision:
    • Forward-thinking mindset with the ability to align service delivery and supplier management strategies with overall business goals.
    • Vision for long-term supplier partnerships and service management
  • Analytical Thinking:
    • Data-driven decision-making skills.
    • Proficiency in analyzing supplier performance metrics and identifying areas for improvement.


Our Fellow ‘Speccies’ Enjoy: 

  • 5 weeks of vacation and 1 paid volunteer day
  • 1 extra paid day off and an eyecare voucher on your birthday
  • RRSP matching
  • Quarterly performance bonus
  • Healthcare spending account
  • Health and dental benefits effective on your first day
  • Team and company social events


Our Values

  • Collaborative: We work together as one Specsavers to deliver our purpose
  • Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
  • Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
  • Compassionate: We care, support, and help each other
  • Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people, and good for the long term

We hope that in applying with us, you value these things as well!


Our Hybrid Work Model

Be part of the dynamic culture! Our workplace thrives on a hybrid model, combining in-office collaboration and flexibility. Join us in office, three days a week to contribute, connect and excel in our vibrant environment.


Equal Opportunity Employer

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don’t meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.


Is this you? Great!

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