Service Delivery Analyst jobs

THE ROLE

You’re the person who looks at a cluttered backlog, an inconsistent release process, and an SOP library that hasn’t been touched in two quarters — and immediately starts thinking about how to fix it. You bring structure where others bring chaos, follow-through where others bring intentions, and documentation that people actually use.

Optiom’s Execution Office coordinates delivery across a growing specialty insurance MGA operating under three brands and three provinces. We need someone who takes genuine pride in the operational discipline that keeps work moving — someone who is equally comfortable triaging a Jira queue, facilitating a release readiness conversation, and writing a process map that a new team member can actually follow.

This is a role with real scope and real visibility. The Delivery Operations Analyst sits at the centre of how work moves through our Execution Office, and the right person will have meaningful influence over how delivery discipline is built at Optiom during a pivotal period of organizational growth.

YOU BRING

• 2+ years of experience coordinating operational, support, or delivery work in a business or technology environment.
• Hands-on experience with work management tools such as Jira, Azure DevOps, ServiceNow, or a comparable platform — not just reading dashboards, but actively managing work items, tracking dependencies, and maintaining data quality.
• A track record of producing documentation that people actually use — SOPs, process maps, release notes, knowledge base content — that reflects the current live state of how things work.
• Experience working across technical and non-technical teams to coordinate issues, follow up on outstanding items, and close gaps without creating unnecessary process overhead.
• Clear written communication skills — your documentation reflects your thinking, and your thinking is clear.
• Sound judgment in triaging incoming work: you know when to resolve, when to escalate, and when to ask for clarification before you proceed.
• A steady, organized approach to environments with changing priorities and incomplete information.

BONUS POINTS FOR

• Experience in application support, release coordination, service operations, or agile delivery environments with recurring release cycles.
• Background in insurance, financial services, or another regulated or cross-functional operating environment where process discipline has real consequences.
• Familiarity with ITSM or change management frameworks (ITIL, or similar).
• Experience maintaining release calendars, dependency logs, or readiness artifacts across multi-team delivery environments.
• Exposure to both operational support work and project or enhancement delivery — you understand the difference and can manage both simultaneously.

WHO WE ARE

Optiom Inc. is a specialty insurance Managing General Agency (MGA) and a wholly owned subsidiary of Aviva Canada — one of the country’s largest and most trusted insurers. We deliver specialty vehicle replacement insurance products through a national network of over 330 dealerships and 900 broker offices, with more than 600,000 policies sold across Canada. Our team operates with the entrepreneurial energy of a growing specialty MGA, backed by the financial strength, governance standards, and institutional credibility of Aviva. We are three brands, three provinces, and one goal: protecting Canadians at the point of vehicle ownership.

COMPENSATION

• Base Salary: $60,000 – $75,000
• Performance Bonus: Eligible for short term incentive program
• Benefits: Comprehensive medical, dental, and vision coverage; Employee Assistance Program (EAP).
• Vacation: 3 weeks to start, increasing with tenure.

A FEW THINGS TO KNOW

• AI-Assisted Screening: Optiom uses AI tools to assist with initial application screening as part of our hiring process. All final hiring decisions are made by Optiom’s human HR and hiring team.
• Pay Transparency: Compensation range is disclosed in this posting in compliance with applicable provincial pay transparency legislation (BC Pay Transparency Act; Ontario Working for Workers Act).
• Accommodation: Optiom is committed to an inclusive recruitment process. If you require accommodation at any stage, please contact HR at the email in this posting.

HOW TO APPLY

Apply directly through this posting. Shortlisted candidates will be contacted by David Dial, VP HR, with next steps. We thank all applicants for their interest — only those selected for further consideration will be contacted.

Pay: $60,000.00-$75,000.00 per year

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Paid time off
• Vision care

Work Location: Hybrid remote in Calgary, AB T2P 1H5