Operations Manager
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Key skills for this role
Role Overview
Manager, IT Operations role reporting to an Associate Director.
Accountable for IT service delivery, operational capabilities, team leadership, service performance, and continuous improvement.
Key Skills for This Role
Full Job Posting
Role Overview
Manager, IT Operations role reporting to an Associate Director.
Accountable for IT service delivery, operational capabilities, team leadership, service performance, and continuous improvement.
Location and Work Arrangement
- The role is based in Calgary, Alberta and is explicitly identified as onsite.
- The position is a long-term contract.
Core Responsibilities
- Provide input into operational plans, priorities, budgets, and strategic direction.
- Lead teams delivering, supporting, and improving IT services and operational capabilities.
- Align technology services with business objectives and collaborate across architecture, delivery, cybersecurity, infrastructure, data, and business teams.
- Ensure service quality, reliability, efficiency, customer satisfaction, compliance, and risk management.
- Build high-performing teams through coaching, development, engagement, succession planning, and retention.
- Manage operational resources, workloads, vendors, contractors, risks, and business continuity controls.
- Lead problem management and root cause analysis to prevent recurring issues.
- Resolve customer issues and promote safety, accountability, collaboration, innovation, and continuous improvement.
Qualifications
- Degree in Computer Science or Engineering, or a diploma in Computer Engineering or System Technology from a recognized post-secondary institution.
- Leadership, supervisory, or management experience.
- Experience in an IT operational, support, application, data, or service delivery environment.
- Experience with IT service management, incident, problem, change, and service request management.
- Experience managing technology services, stakeholders, vendors, contracts, budgets, risks, and resources.
- Experience with cloud, on-premises, or hybrid technology environments and project or operational delivery methodologies.
- Strong communication, collaboration, influencing, analytical, coaching, and decision-making skills.
- ITIL, PMP, Agile, Lean, Six Sigma, or related certifications are listed as relevant certifications.
- Project management experience is desirable but not required.
Operational Capabilities
- Operational performance metrics and service management frameworks.
- Enterprise-scale operational environments and cross-functional stakeholder environments.
- Continuous improvement initiatives and organizational change implementation.
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