**Join Deltera:**Building Communities, Growing Careers

Build Your Future with Us

Our strength, innovation, and growth are the result of talented individuals who come together as a team to build sustainable and award-winning homes and communities. Through passion and dedication, our employees work collectively to develop some of the largest and most complex projects within the Greater Toronto Area.

We recognize our employees are the key to our success, and we invest in creating a meaningful employee experience and culture that promotes:

• Professional development opportunities
• A diverse and robust suite of benefits and perks
• Social and sustainable impact within our company and the communities we build, and much more.

As a Deltera employee, you contribute to our purpose and standard of excellence while building homes for people today and the generations of tomorrow.

**Note:**This role is hybrid (minimum 3 days in office)

Predictive Index® Behavioural Assessment

As part of our hiring process, applicants are required to complete a brief (5–10 minute) Predictive Index® Behavioural Assessment.

This assessment does not measure intelligence or experience; rather, it helps us understand your natural work and communication preferences.

Please complete the assessment using the link below when submitting your application: https://assessment.predictiveindex.com/bo/7FG6/DirectorITExperience

The Blueprint

The Director, Information Technology Experience plays a critical leadership role in shaping, elevating, and delivering an exceptional technology experience for all employees across the Tridel Group of Companies.

In this role, you will oversee the day to day effectiveness of our service provisions, lead Service Desk escalations, and champion a customer-first approach to IT support. You will be responsible for establishing and refining service level agreements (SLAs), implementing best in class frameworks and operational practices, and driving a digital workplace experience that is efficient, modern, and personalized.

A Glimpse of Your Daily Activities

As the Director, Information Technology Experience, you will:

• Lead the IT Experience Strategy — shaping a modern, seamless digital workplace and aligning technology experience initiatives with Tridel’s business goals.
• Oversee the Service Desk & Network Services teams, driving both operational excellence and long-term strategy to deliver best in class customer service.
• Own escalation, incident, and problem management, resolving complex issues, partnering with internal teams and vendors, and ensuring rapid, high-quality service delivery.
• Use data to transform service performance, developing Service Desk processes and leveraging KPIs (GOS, FCR, CSAT, Cost Per Call, AHT) to inform decisions and drive continuous improvement.
• Lead the full lifecycle of IT hardware and infrastructure, including budgeting, procurement, deployment, maintenance, and upgrade planning.
• Elevate onboarding and offboarding experiences, ensuring flawless technology setup and smooth transitions for all employees.
• Establish operational consistency, maintaining SOPs, reinforcing best practices, and leading service improvements that enhance the employee experience.
• Partner with cross-functional teams to elevate the new hire experience.
• Build strong relationships with external IT vendors and service providers.
• Lead, coach, and grow the IT Experience and Service Desk teams through strong people leadership and mentorship.

The Architect of Your Success

• Bachelor’s degree in IT, Computer Science, or related field; Master’s degree preferred.
• 8–10 years of IT management experience, with at least 5 years leading service desk and network operations.
• Proven ability to develop and execute IT strategies aligned with organizational goals.
• Strong leadership experience developing high-performing teams.
• Excellent communication skills, with the ability to simplify complex technical concepts.
• Strong analytical capabilities for data-driven decisions that improve service levels and customer satisfaction.
• ITIL Foundation certification required.
• Advanced proficiency with Microsoft Cloud (Teams, Email, Power BI, Excel).
• Experience with ticketing systems, data analysis tools, and reporting frameworks.

Nice to Have

• PMP certification.
• Certifications with Microsoft, Cisco, Apple, or other relevant technologies.

Salary

**Base salary range:**For this role, candidates can expect a base salary range, as described in the posting. Actual compensation is determined based on skills, experience, and role level.

Who We Are

Founded in 1934, Tridel is responsible for delivering over 90,000 homes to date, and we are proud to continue building not just our legacy but communities for years to come.

As a purpose-driven company guided by our ‘Built for Life®’ commitment, we create socially and environmentally responsible communities and invest in innovations that promote quality, sustainability, high performance in construction, social inclusion and cohesion, and community economic development. As an award-winning company, we are proud to be recognized as an industry leader for excellence in design and construction, green building, corporate social responsibility, diversity, equity and inclusion, customer service, and more.

Supporting Inclusion & Belonging

Tridel is committed to having a workforce that reflects the communities where we build, where everyone feels they belong, is physically and psychologically safe, and can reach their full potential. We embrace diversity while reinforcing equity and inclusion, and are committed to building a team with a range of experiences and skills.

As an equal opportunity employer, we encourage all qualified individuals to apply, including those who self-identify as Indigenous in Canada (First Nations, Métis, Inuit), are from racialized communities, and persons with disabilities. We remain committed to a barrier-free recruitment and selection process and will provide accommodation upon request. If you require accommodation at any stage of the recruitment process, please email your request to recruitmentaccommodations@tridel.com. All information received will be handled in strict confidence.

As part of the Tridel Group of Companies’ recruitment and selection process, we may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications and analyzing resumes. These tools assist our team but don’t replace human judgment. All final hiring decisions are made by people.