Technology Manager, Service Excellence

Location: Canada

State/Province/City: British Columbia

City: Vancouver

Business Unit: Store Support Centre (SSC)

Time Type: Full-time

Description & Requirements

Who we are

lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.

About this team

ServiceNow is a key Enterprise Platform for lululemon and we are expanding its use to become a foundational component of the organization. Join this growing team that will lead efforts to improve maturity and efficiency and the service management experience more broadly at lululemon.

About this role

The Technology Manager, Service Excellence will work cross-functionally between departments leading all aspects of the ServiceNow Platform Delivery Team. This leader will maintain strong working relationships with all stakeholders and manage the functions and team required to operate and support the ServiceNow platform at lululemon. They will be responsible for driving adoption, innovation and governance on the ServiceNow Platform. ServiceNow is our enterprise support application and spans across all areas of Technology as well as the business. We currently have a variety of team members spread across Canada located in Calgary, Alberta, Toronto, Ontario and Vancouver, B.C. This role is focused on leading a dynamic team responsible for partnering with cross-functional teams and providing a centralized view and ensuring metrics and data are provided to stakeholder teams on a regular basis. This role is also responsible for the metrics, SLAs, and overall performance of the ServiceNow platform. This leader will require skills in vendor management, stakeholder relationship, leading transformation. They will be required to define, execute and evolve a strategy for growth.

A day in the life:

Reporting to the Technology Director, Enterprise Platform Services, the Technology Manager role will be integral to the overall success of ServiceNow practices, and the overall programs surrounding this enterprise support platform and technical support as we continue to grow and expand our business.  They will have oversight for key technical processes, best practices, toolsets, metrics and SLAs for performance, managing resources who onboard/offboard on the team, and other day-to-day responsibilities required for managing the Service Excellence functions on a day-to-day basis:

  • Develop and lead a global team of technical and senior level Systems Analysts/Administrators, Developers, Business Analysts, Project/Program Managers and Team Leads.
  • Manage resources who are responsible for a communication plan & calendar for all teams to be aware of, inclusive of delivery roadmaps and other key areas of collaboration.
  • Ensure consistent, regular communications utilizing a variety of different communication methods and channels.
  • Evaluate team performance and provide regular feedback and coaching following internal processes.
  • Utilize outside services for staff augmentation as needed to ramp up and down based on business needs.
  • Manage and maintain strong cross-functional partnerships with stakeholders across the organization, ensuring metrics and expectations are being met and providing data to support better decision making.
  • Manage a strong working relationship with vendor partners.
  • Manage, drive and maintain a suite of ServiceNow module best practices, inclusive of the toolsets needed to provide visibility into key technical health metrics of the platform.
  • Manage and drive strategies that support the evolution of current & future modules inclusive of process improvement efforts on a global scale cross many cross-functional areas.
  • Drive efficiency by defining and delivering strategic roadmaps for new technologies, automations and workflows.
  • Establish & lead Steering Committees to align and prioritize with the business and stakeholders.
  • Responsible for an annual operating and capital budget, and ensuring the team and processes fit within the expected financial guidelines set out each year.


  • Strong experience in people leadership and technical product management.
  • Bachelor’s degree or equivalent experience in technology-related field.
  • At least 5-10 years experience in resource management and/or project management and delivery, specifically in a technical field of expertise.
  • Experience working in a fast-moving technology organization or environment.
  • Experience managing budgets and conducting regular forecasting.
  • Ability to manage multiple projects simultaneously.
  • Ability to adapt priorities quickly and effectively.
  • Clear problem solving and communications skills with the ability to deliver high quality work.
  • Well versed in all Microsoft Office tools with advanced skillset in Microsoft Excel and Powerpoint.
  • Strong written and verbal communication skills with ability to interact with all levels of the organization.

Must haves:

  • Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
  • Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
  • Communicates with honesty and kindness, and creates the space for others to do the same.
  • Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
  • Fosters connection by putting people first and building trusting relationships.
  • Integrates fun and joy as a way of being and working, aka doesn’t take themselves too seriously.

Compensation and Benefits Package

lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. The typical hiring range for this position is from $122,500 -$160,800 annually; the base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program, subject to program eligibility requirements.  

At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:

  • Extended health and dental benefits, and mental health plans
  • Paid time off
  • Savings and retirement plan matching
  • Generous employee discount
  • Fitness & yoga classes
  • Parenthood top-up
  • Extensive catalog of development course offerings
  • People networks, mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.