We have an urgent position below. If you are interested, please share your updated resume with the rate expectation.

Role: Manager, IT Operations

Location: Calagry, AB / Onsite

Duration: Long-term contract

Job Descriptions: -

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.

Qualification:

- Degree in Computer Science/Engineering or Diploma in Computer Engineering/System Technology from a recognized post-secondary institution
- Leadership, supervisory, or management experience.
- Experience within an IT operational, support, application, data, or service delivery environment.





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
- Robust understanding of operational performance metrics, reporting, and service management frameworks.
- Excellent verbal and written communication skills.
- Strong interpersonal, collaboration, and influencing skills.
- Demonstrated ability to mentor, coach, and develop employees.
- 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.
- Ability to work independently and make sound business and operational decisions in a dynamic environment.
- 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.
- Some project management experience would be desirable but not required.

Thanks,

Elyash Khan

Raas Infotek

Newark, DE 19702

Direct number: (phone hidden) | 125

Email: [email protected]

📌 Operations Manager (Calgary)
🏢 Raas Infotek
📍 Calgary