Manager, Information Technology Services

OTIP Group of Companies (OTIP, Orbit, Curo) • Waterloo, ON

4d • CA$100,920 - CA$138,794 • Hybrid

About The Position

Reporting to the Senior Manager, Information Technology Services, you will be responsible for providing day to day management of ITS, people and processes to meet key service level deliveries. The role is accountable for production services including all tiers of support, service monitoring, health and availability of networks and related infrastructure including servers, storage, telephony platform, remote access, and other key areas such as disaster recovery and information security support. The incumbent is responsible for managing incidents, problems and crisis situations, as well as ensuring operational readiness of new services or changes delivered into production. The incumbent focuses on the delivery of high level of internal and external customer service / satisfaction.

Requirements

• A bachelor’s degree or engineering degree in Computer Science, Information Technology, Engineering or a related discipline, or an equivalent combination of education, certifications and relevant experience in a similar technical environment.
• A minimum of five years’ experience in infrastructure, cloud, network, endpoint, service desk or related information technology operations within an established mid-size or larger organization.
• A minimum of five years’ experience leading multi-disciplinary technical operations teams across infrastructure, service desk, cloud, network, endpoint or related functions.
• Possess a high level of personal initiative balanced with a calm approach and a strong focus on positive end user experience.
• Ability to motivate and provide leadership and mentoring to employees and create a culture that supports high employee morale.
• Experience delivering efficiencies in delivery of services including outsourcing, insourcing and improving service delivery.
• Experience managing in a 24/7 environment and managing on-call rotations, escalations and service management after hours.
• Experience managing, upgrading and deploying changes to production environments that ensure stability, reliability and availability.
• Experience effectively managing a high customer touch and efficient service desk.
• Experience with data centre operations, cloud-enabled resilience, major incident management, business continuity and developing, testing and maintaining Disaster Recovery plans.
• High level of expertise and awareness of networks, communications, telephony, remote access, intranet/internet and related security technologies.
• Experience managing Microsoft-centric hybrid environments and related enterprise platforms, including Microsoft 365, Microsoft Azure, Entra ID, Active Directory, Exchange, SharePoint, Teams, Intune, Defender, Power Apps, Dynamics 365, Zscaler, Cohesity and other cloud, security, backup, endpoint, identity, networking, remote access and infrastructure services.
• Experience leveraging cloud services to securely support, augment or replace on-premises infrastructure services.
• Experience with identity and access management, endpoint management, cloud governance, security controls and operational risk management in hybrid technology environments.
• Demonstrated experience supporting cybersecurity, audit, regulatory or compliance requirements, including incident response, vulnerability or risk management, business continuity and data protection practices.
• Experience with infrastructure systems and architecture, access controls, risk management and other supported or related systems or applications.
• Sound knowledge of and experience with ITIL best practices, including service design, service transition, change management, incident management, problem management, SLA management, service reporting, KPIs and continuous service improvement.
• Experience in technology procurement, licensing, contract interpretation or negotiation, vendor governance, budgeting, forecasting and technology asset lifecycle planning.
• Excellent time management, project management and organizational skills to manage competing priorities.
• Exceptional demonstrated interpersonal, written and oral communication skills, including the ability to communicate technical risks, service impacts and recommendations to all levels of internal and external stakeholders, including senior leaders. Able to facilitate and lead teams through conflict.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists, with the ability to seek root cause.
• Proficiency with Microsoft 365 collaboration and project delivery tools, with the ability to produce executive-ready reporting, operational documentation, project updates and service dashboards.

Nice To Haves

• Foundational certification in ITIL is preferred.
• Current technical, cloud, security or project management certifications are considered assets, such as Microsoft Azure Administrator Associate, Microsoft 365 Administrator, Microsoft Endpoint Administrator, Microsoft Security, Compliance, and Identity certifications, CISSP, CISM, CCSP, PMP or CAPM.
• Additional assets include insurance experience either in Life (Group Benefits) or Property and Casualty (Personal Home & Auto).

Responsibilities

• Responsible, with Senior Manager, ITS for team development through recruiting, leading, coaching, and mentoring team members. Team members include service desk, systems architecture, systems, network, desktop and telecom administration. Maintains a safe, secure, and legal work environment.
• Focuses on team effectiveness and service efficiency, while driving to business value, including optimization of existing or new technology solutions. Creates an environment to engage and develop others to work collaboratively toward achieving common goals within the direct team and in the organization at large. Works with the team to implement appropriate frameworks and manage service levels, incidents and problems with the customer at the forefront.
• As a leader, fosters balance between change and continuity, and acts as effective liaison in challenging situations to achieve desired results.
• Demonstrates a commitment to accept, implement and lead the behavioural and technical changes required to achieve organizational goals. Effectively and consistently communicates key messages to team.
• Engages in risk management approach to dealing with issues; considers relative costs and benefits in development of recommendations. Develops and manages team goals, and effective KPIs based on defined strategies and goals. Identifies and evaluates trends and options. Assists in short- and long-term infrastructure operations planning.
• Assists in meeting financial objectives by forecasting requirements, participating in annual budget process, and supporting the technology asset management process.
• Responsible for vendor strategies and managing vendors through engagements.
• Maintains personal expertise on applicable technology and future trends. Uses expertise as foundation for contributing to discussions and recommendations regarding future technology direction at OTIP.
• Responsible for the overall health of the infrastructure operations environment including off site data centres (managing equipment and software lifecycles) and related cloud services.
• Manages services that make up production and test environments whether hosted by OTIP, Partners or in the Cloud.
• Accountable for efficient restoration of service as well as root cause identification, resolution and reporting during and after business hours depending on nature of issue.
• Partners with the Information Security and Governance team to provide oversight in management, control and execution of all processes (service transition, incident management, problem management, change management, etc.) to facilitate the successful non-disruptive maintenance and implementation of hardware, software and application changes and updates as related to software systems, automation and products.
• Partners with the Information Security and Governance team to ensure security processes are understood and followed and verifies adherence to standards, department directives and organization policies by all team members. Including the adherence to and best practices for PCI compliance, information security, data breaches, malware attacks etc.
• Effectively and efficiently manages all tiers of support, with appropriate escalation and communication points to minimize business impacts. Serves as a point of escalation for issues requiring a higher degree of expertise or discretion to resolve and ensure timely resolution.
• Develops and ensures internal operational SLAs are met or exceeded. Ensures SLAs are in place with service providers. Monitors and reports on SLAs, taking required actions, with appropriate escalation and communication points.
• Maintains and measures quality service. This includes implementing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends, and recommending and implementing system improvements as required.
• Participates in development of business requirements that lead to potential solutions that resolve clearly stated business problems and operational inefficiencies.
• Manages technology projects, complying with project management best practices. Creates and executes project work plans, identifies resources needed and assigns individual responsibilities.
• Performs other duties within defined competencies, as required.

Benefits

• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Opportunities for advancement
• Competitive salary
• Rewarding bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level