Senior Manager, Operations - Information Technology

IT Operations Bridgewater, Nova Scotia Toronto, Ontario Ottawa, Ontario Orangeville, Ontario Sudbury, Ontario Montreal, Canada Yarmouth, Nova Scotia Edmundston, New Brunswick


Position Overview:

This candidate must be an experienced, talented, innovative, and creative person. You will be a key team member reporting to the CFO and providing updates to the senior leadership team.

You should have extensive training on computer software and hardware, including servers and systems, to successfully lead IT departments.

You will orchestrate the Change Management, Problem Management, Patch Management, IT Service Desk, IT Desktop Support, and Incident Management Teams. You will be managing the various IT Teams using Information Technology Infrastructure Library (“ITIL”) best practices to ensure service delivery.  You will manage a team of 31 people through 4 direct reports.

Detailed Responsibilities Include:

  • Oversight of IT Operations teams consisting of Change Management, Problem Management, Patch Management, IT Service Desk, IT Desktop Support, and Incident Management Teams
  • Strategic direction and planning for IT Operations initiatives
  • Provides input and recommendations on IT Roadmaps in alignment to the corporate vision
  • Creates and oversees department budgets and capital expenditures, ensure the organization interests and vendor agreements are being respected.  Manages a capital expenditure budget of approximately 2 Million per year
  • Investigation, recommendation, testing, deploying and adaption of new technologies and tools across the IT landscape, identifying benefits and costs associated estimating return on investment
  • Ensures compliance of Millennium 1 Solutions information systems and IT infrastructure with current security policies, standards and procedures
  • Develops and implements new solutions in alignment with corporate wide information security, guidelines and procedures and ensures team security awareness
  • Effectively manages IT personnel and sets department priorities
  • Responsible for consistent improvement of service delivery
  • Partners with vendors to ensure services are delivered in accordance with contractual requirement and agreed service levels
  • Ensure day-to-day operations of technology infrastructure, including networks, servers, desktops, etc
  • Schedule and budget maintenance and technology upgrades for optimum operational performance
  • Create plans and provide hands-on support during emergencies, outages, and service transitions
  • Review, change and implementation of various IT Policies in relation to IT service delivery
  • Ensures alignment of IT policies with ITIL best practices
  • Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery.
  • Responsible for procurement of IT technology, Equipment and software
  • Reviews and negotiates vendor pricing and contracts for optimal savings
  • IT Project Management
  • Ensures processes are in place for ongoing monitoring of hardware and software ensuring maximum up time
  • Monitors security and maintenance for issues and opportunities to enhance/resolve issues
  • Reviews current business processes to identity new opportunities to automate and improve on existing solutions
  • Effectively provides leadership for the resolution of matters in a timely/fashion to ensure the continuous operation of technology systems
  • Provides advanced technical support and troubleshooting to staff when situations arise that are not immediately resolved
  • Identification of support trends and building of plans to resolve issues permanently
  • Develops suitable solutions for end user support
  • Identifies measurable targets to continually improve customer service to end users
  • Provides guidance and counselling of staff for both personal growth and day to day decision making
  • Performs Goal setting and conducts Growth & Appraisal processes
  • Provides directions for staff in tasks assigned, preventive maintenance or emergency situations
  • Travel to all team locations for one on one time with team members
  • Mentors, coaches and motivates the IT Operations Team to build a cohesive team environment
  • Manages staff resources to allow for the efficient and effective resolution of technical problems that impact the system in order to minimize adverse impacts on students and staff
  • Key player in the establishment of new call center facilities
  • Must liaise effectively with the IT organizations to coordinate effort and minimize cost

Additional Requirements:

  • 10 + year experience in IT Management
  • Bachelor’s degree in a related field, such as information technology, computer science, or management information systems or equivalent experience
  • ITIL Certification required
  • IT Project Management and leadership skills
  • Strong analytical, facilitation and problem solving skills
  • Comfortable speaking and presenting to senior leadership stakeholders
  • Hands on involvement in delivering or producing IT Policies and procedures
  • Experience managing technical teams and building cohesive team environments
  • Documentation and communication experience
  • Organized, structured, able to plan and manage own workload and multiple priorities
  • Excellent interpersonal skills
  • Ability to think strategically and execute tactically, enabling cross-functional business teams
  • Ability work in fast paced environment while following best practices and company processes
  • Self-motivated, proactive, and driven team-player attitude

Millennium1 Solutions is an equal opportunity employer and welcomes and encourages applications from people with disabilities.  Accommodations are available on request for candidates taking part in all aspects of the selection process.