Manager, IT Operations – Technology Services
ATS Corporation
full-time
Posted on:
Location Type: Office
Location: Cambridge • 🇨🇦 Canada
Visit company websiteJob Level
SeniorLead
About the role
- Oversee key functions including IT Operations (ITIL), Endpoint Technology Services/Solutions, and Service Delivery.
- Lead cross-functional teams to ensure the delivery of high-quality IT services, optimize end-user technology platforms, and manage service and support operations.
- Support enterprise IT Change, Problem, Configuration & IT Asset Management processes.
- Support the development and execution of strategic plans for IT service delivery aligned with organizational goals and ITIL best practices.
- Contribute to the creation and maintenance of a 2-3 year end-user technology roadmap.
- Assist in identifying opportunities for service improvements and operational efficiencies.
- Collaborate with senior leadership to assess emerging technologies and recommend solutions that align with business needs.
- Manage and optimize endpoint technology lifecycle, including desktops, laptops, mobile devices, software, and collaboration tools such as M365, VDI, ITAM, AV, and software delivery.
- Ensure ITIL processes (incident, problem, change, and service level management) are effectively implemented and followed.
- Oversee day-to-day service desk operations, including monitoring performance and recommending process improvements.
- Ensure adherence to approved policies, procedures, and standards across all IT operations.
- Coordinate with Corporate IT Infrastructure teams to support local network, servers, backup, and recovery needs.
- Lead a team of IT professionals, including IT Service Desk, Endpoint Technology Engineering, and Service Management staff across multiple locations.
- Provide coaching, mentoring, and development opportunities to team members.
- Assist in succession planning and building a sustainable, scalable team.
- Collaborate with vendors to support the delivery of IT services and solutions.
- Participate in vendor evaluations and manage vendor relationships to ensure service quality and business value.
- Support budget and headcount management within the team.
- Help identify and implement process improvements to reduce costs and improve service delivery.
- Work closely with IT leaders, department heads, and business stakeholders to understand and meet IT service needs.
- Ensure effective communication between IT service teams and other departments.
- Assist in project planning and management following established IT project methodologies.
- Support IT integration during M&A activities, ensuring seamless IT support delivery.
- Represent the IT Operations & Technology team in relevant IT meetings and forums.
Requirements
- Bachelor’s degree or diploma in Information Technology, Business Administration, Computer Science, or related experience.
- Approximately 7+ years of experience in IT service delivery, focusing on IT operations, ITAM, and endpoint technology.
- 3+ years experience leading IT teams, including working with global or offshore locations preferred.
- Solid knowledge of SLA/KPI frameworks and enterprise ITIL best practices.
- Experience managing endpoint technology environments and associated budgets.
- Strong leadership, coaching, communication, and interpersonal skills.
- Demonstrated ability to work in a fast-paced, dynamic environment.
- Proactive ownership and commitment to operational excellence.
- Ability to effectively communicate across all levels of an organization.
Benefits
- Make an impact and give back to our communities in a meaningful way
- Work in a safe, positive, and inclusive environment where everyone is respected and given the opportunity to do their best
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ITILIT service deliveryIT Asset Management (ITAM)endpoint technology managementSLA/KPI frameworksproject managementservice level managementchange managementproblem managementconfiguration management
Soft skills
leadershipcoachingcommunicationinterpersonal skillsproactive ownershipoperational excellenceteam developmentcollaborationmentoringprocess improvement