Information Technology Operations Manager
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Key skills for this role
Role Overview
The Information Technology Operations Manager leads teams responsible for IT service delivery, support and continuous improvement.
The role reports to the applicable Associate Director and supports operational planning, governance, service quality and business alignment.
Key Skills for This Role
Full Job Posting
Role Overview
The Information Technology Operations Manager leads teams responsible for IT service delivery, support and continuous improvement.
The role reports to the applicable Associate Director and supports operational planning, governance, service quality and business alignment.
Operational Leadership
- Lead teams responsible for IT service delivery, support and continuous improvement.
- Build business stakeholder relationships and ensure technology services support operational objectives.
- Plan and prioritize work for service quality, reliability, efficiency and customer satisfaction.
- Guide adoption, governance and operation of current and emerging technologies.
- Collaborate with architecture, project delivery, cybersecurity, infrastructure, data and business teams.
- Develop high-performing teams through coaching, development, engagement, succession planning and retention.
Performance and Governance
- Manage performance across incident response, service requests, availability, customer satisfaction, efficiency, compliance and risk.
- Develop and improve operational processes, procedures and standards.
- Monitor trends, manage operational risks and maintain business continuity and service availability.
- Plan resources and workloads and support operational and project initiatives.
- Oversee vendors and contractors and ensure service commitments are achieved.
- Lead problem management, root cause analysis and customer issue resolution.
Required Qualifications
- A degree in Computer Science or Engineering, or a diploma in Computer Engineering or Systems Technology, is required.
- At least two years of leadership, supervisory or management experience is required.
- At least five years of experience in an IT operational, support, application, data or service delivery environment is required.
- Experience with IT service management, incident, problem, change and service request management is required.
- Experience with operational teams, stakeholder relationships, vendors, governance, risk, compliance, budgets and resources is required.
- Experience with continuous improvement and cloud, on-premises or hybrid technology environments is required.
- Strong communication, collaboration, influencing, analytical, coaching and decision-making skills are required.
Preferred Qualifications
- ITIL, PMP, Agile, Lean, Six Sigma or related certifications are preferred.
- Enterprise-scale operations, cross-functional team leadership and complex stakeholder environment experience are preferred.
- Project management experience is desirable but not required.
Employment
- The source metadata identifies the position as a contract role.
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