Johnson Service Group (JSG) is currently looking for an IT Operations Manager with 5+ years of IT operations management experience, including enterprise-scale environments, IT service management, continuous improvement, and leading technology teams. This is a 1-year contract opportunity with a large utility organization in Alberta, with the potential for extension. The role follows a hybrid model, with 2 days per week onsite required.
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 solid 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.
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.
Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

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📌 IT Operations Manager (Alberta)
🏢 Johnson Service Group
📍 Alberta