Senior Manager, IT Security Operations

Peoples Group • Toronto, ON

2h • CA$150,000 - CA$165,000 • Hybrid

About The Position

We are hiring for this position out of our Toronto, Vancouver and Calgary offices. Successful candidates who apply outside of these areas will be expected to relocate and reside in a location that is within a commutable distance. You are an operations-focused security leader who thrives in a high-tempo environment. You manage the teams that keep the lights on: the SOC that monitors and responds to threats around the clock, the IAM function that governs access across the organization, and the IT Service Desk that supports the business day-to-day. You set the standard getting into the queue, into the tooling, and into the incident bridge when it counts. As a people leader at Peoples Group, you are strength-based, engagement-focused and performance-oriented. People leaders understand themselves, their people, their subject matter, their outcomes and how their team’s work contributes to the overall success of the organization. This is a hands-on leadership role. You are expected to lead by triaging critical incidents alongside your team, and holding the bar high for operational discipline, SLA accountability, and access hygiene.

Requirements

• 7+ years of progressive experience in IT and/or information security operations, with demonstrated breadth across service desk, security operations, or identity disciplines
• Minimum 3 years in a people leadership role managing operational security or IT teams, with demonstrated experience developing team members and holding performance accountability
• Hands-on experience with SIEM/SOAR platforms (Microsoft Sentinel or equivalent), IAM tooling (Entra ID, CyberArk, or equivalent), and ITSM platforms (ServiceNow or equivalent)
• Demonstrated ability to manage on-call coverage models and high-severity incident response; you have run an incident bridge under pressure
• Strong understanding of identity governance principles: joiner-mover-leaver workflows, least privilege, segregation of duties, and access certification
• Experience in a regulated environment; banking, fintech, or financial services an advantage
• Excellent written, verbal, and stakeholder communication skills; able to translate operational status into risk-relevant updates for senior leadership
• Post-secondary education in Computer Science, Information Technology, or a related field

Nice To Haves

• GCIH or GCFE — hands-on incident handling and forensic depth
• SC-300 (Microsoft Identity and Access Administrator) — identity platform validation
• ITIL Foundation or above — service management grounding
• CISSP or CISM — broader security leadership credential

Responsibilities

• Own service desk operations end-to-end: ticket queue health, SLA management, escalation flows, and knowledge base quality
• Drive first-contact resolution rates and user satisfaction metrics; hold the team accountable to measurable service targets
• Define and enforce ITIL-aligned processes for incident management, request fulfillment, and change support
• Manage staffing models and on-call coverage; identify and close capability gaps within the team
• Own the ITSM platform (ServiceNow) for the operational functions; ensure workflows, forms, and reporting are fit for purpose
• Lead day-to-day SOC operations: shift coverage, alert triage, escalation playbooks, and IR.
• Own MTTD and MTTR metrics; hold the team accountable to detection and response SLAs and drive continuous improvement
• Execute detection use cases and runbooks developed within the broader InfoSec program; provide operational feedback to improve fidelity and reduce false positive rates
• Serve as the operational escalation point for P1/P2 incidents; lead incident response bridges and coordinate response activities across teams
• Maintain and improve SOC playbooks, runbooks, and post-incident review processes; ensure lessons learned are captured and actioned
• Own IAM operations end-to-end: user lifecycle management, access provisioning and de-provisioning, role and entitlement reviews, and privileged access workflows
• Manage the PAM platform day-to-day in coordination with the broader security engineering function; enforce vaulting and session recording standards across privileged accounts
• Enforce least-privilege and segregation of duties controls; identify and remediate entitlement drift across business systems
• Own and operate the Customer Identity and Access Management (CIAM) platform day-to-day, including partner and customer-facing authentication flows, policy configuration, and incident response for authentication events
• Own the PKI and Certificate Lifecycle Management (CLM) platform (Venafi CCM) operationally; manage certificate issuance, renewal, revocation, and expiry alerting across the organization.
• Drive access certification campaigns and produce audit-ready evidence for internal audit, OSFI examinations, and regulatory reviews
• Serve as the operational IAM partner for business unit leaders on onboarding, offboarding, transfers, and role changes; maintain timely joiner-mover-leaver SLAs
• Maintain identity governance documentation including provisioning standards, access review procedures, and exception management processes
• Manage, coach, and develop team leads and individual contributors across Service Desk, SOC, and IAM; build a high-performing, accountable operational culture
• Own operational metrics, dashboards, and reporting; present status, risks, and trends to the AVP
• Build and maintain runbooks, playbooks, and standard operating procedures across all functions
• Manage vendor relationships supporting operations including MDR providers, identity platform vendors, and ITSM tooling
• Participate in budget planning and headcount forecasting for the operational functions

Benefits

• A hybrid work environment, enabling you to balance your personal and professional life seamlessly.
• Competitive salaries, profit sharing, RRSP matching and benefits from day one.
• Generous paid time off to help achieve a healthy work-life balance.
• A strengths-based approach, ensuring we work together more effectively.
• A commitment to your well-being in five key areas: Financial, Physical, Social, Career, and Community.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree