IT Operations Manager

Role Overview:
JSG’s client is recruiting an IT Operations Manager, As the Manager, you will be accountable for the performance, stability, and continuous improvement of an assigned IT Applications operational area within Application Services. The successful candidate will provide leadership to a team of technology professionals responsible for delivering reliable, secure, and effective technology services that support business operations. You will be responsible for ensuring operational excellence through the effective management of people, processes, technologies, vendors, and service delivery practices. The role requires strong leadership skills, a customer-focused mindset, and the ability to balance operational priorities with strategic objectives.

Must Haves:

• Minimum 5 years of experience as an IT Operations Manager
• Minimum 2 years of leadership, supervisory, or management experience
• ITIL, PMP, Agile, Lean, Six Sigma, or related certifications
• Experience managing enterprise-scale operational environments
• Experience leading organizational continuous improvement initiatives
• Experience managing cross-functional teams and complex stakeholder environments.
• Demonstrated experience with: IT service management principles and operational support practices Incident, problem, change, and service request management processes Managing operational teams and delivering technology services Stakeholder relationship management Vendor and contract management Operational governance, risk, and compliance requirements Budget planning and resource management Continuous improvement initiatives Cloud, on-premises, or hybrid technology environments Project and operational delivery methodologies
• Strong understanding of operational performance metrics, reporting, and service management frameworks.
• Proven ability to balance customer expectations with organizational objectives and operational constraints.
• Ability to communicate effectively with stakeholders at all organizational levels.
• Strong analytical skills with the ability to identify improvement opportunities and implement operational changes.
• Degree in Computer Science/Engineering or Diploma in Computer Engineering/System Technology from a recognized post-secondary institution

Nice to Haves:

• Utilities industry experience
• Project management experience

Responsibilities:
Reporting to the applicable Associate Director, you will be accountable for, but not limited to:

• Providing input into operational plans, priorities, budgets, and strategic direction.
• Leading and managing a team responsible for the delivery, support, and continuous improvement of IT services and operational capabilities.
• Building strong relationships with business stakeholders and ensuring technology services effectively support operational and business objectives.
• Ensuring operational activities are planned, prioritized, and delivered with a focus on service quality, reliability, efficiency, and customer satisfaction.
• Providing leadership in the adoption, governance, and operation of current and emerging technologies that support organizational goals.
• Collaborating with architecture, project delivery, cybersecurity, infrastructure, data, and business teams to ensure technology solutions align with enterprise objectives.
• Ensuring deliverables of direct report positions are aligned, integrated, and measured using appropriate performance metrics.
• Creating and maintaining high-performing teams through employee development, coaching, engagement, succession planning, and retention initiatives.
• Establishing clear goals and accountability frameworks to drive team performance and service excellence.
• Ensuring the delivery of optimal operational results against established performance measures, including: Incident response and resolution Service request fulfillment System availability and reliability Customer satisfaction Operational efficiency Compliance and risk management
• Developing, implementing, and continuously improving operational processes, procedures, and standards to ensure compliance with organizational policies and regulatory requirements.
• Monitoring operational trends, identifying opportunities for improvement, and implementing effective solutions.
• Managing operational risks and ensuring appropriate controls are in place to maintain business continuity and service availability.
• Ensuring resources and workload are appropriately planned and managed to meet business requirements and operational commitments.
• Supporting operational and project initiatives by providing leadership, subject matter expertise, and resource planning.
• Overseeing vendor and contractor relationships to ensure service commitments and business expectations are achieved.
• Leading problem management and root cause analysis activities to prevent recurring issues and improve service performance.
• Ensuring customer issues and concerns are resolved promptly and professionally to foster positive stakeholder relationships.
• Promoting a culture of safety, accountability, collaboration, innovation, and continuous improvement.

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