Manager, Technology Operations & Business Resilience

Position Summary

The Manager, Technology Operations & Business Resilience is responsible for ensuring the reliability, availability, security, and recoverability of the organization's technology environment. Reporting to the Chief Information Officer (CIO), this role provides leadership across IT operations, infrastructure services, vendor management, business continuity, and disaster recovery programs.

The successful candidate will lead a team of internal resources and external partners to deliver stable and efficient technology services while driving continuous improvement, operational excellence, and organizational resilience. This role plays a critical part in ensuring the business can effectively respond to and recover from operational disruptions, technology failures, and emerging risks.

Technology Operations & Service Management

• Lead the day-to-day operation and support of enterprise technology services, including cloud, on-premises infrastructure, networks, end-user computing, and production systems.

- Ensure the availability, performance, and reliability of business-critical technology platforms and services.
- Serve as the primary escalation point for major incidents, service disruptions, and operational issues.
- Drive continuous improvement initiatives to enhance service quality, operational efficiency, and user experience.
- Establish and monitor service performance metrics, service levels, and operational KPIs.
- Oversee capacity planning, technology lifecycle management, and asset management activities.
- Promote the adoption of automation, standardization, and up-to-date operational practices to improve service delivery and reduce operational risk.

Business Resilience, Disaster Recovery & Continuity Planning

• Develop, maintain, and enhance the organization's Business Continuity and Disaster Recovery programs.
- Lead business impact assessments to identify critical processes, dependencies, and recovery requirements.




- Establish and maintain recovery strategies, procedures, recovery playbooks, and resilience frameworks.
- Define and manage recovery objectives, including Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs).
- Plan and facilitate disaster recovery exercises, continuity testing, tabletop exercises, and simulation activities.
- Coordinate organizational response and recovery efforts during significant operational disruptions or crisis events.
- Identify resilience risks and implement mitigation strategies to strengthen business and technology recovery capabilities.

Vendor & Partner Management

• Manage strategic relationships with technology vendors, managed service providers, cloud providers, telecommunications partners, and infrastructure suppliers.
- Monitor vendor performance against contractual obligations, service level agreements, and operational expectations.
- Lead contract reviews, renewals, service evaluations, and ongoing vendor governance activities.
- Ensure external partners deliver services in a manner consistent with business objectives and operational requirements.

Governance, Risk & Compliance

• Establish and maintain operational standards, procedures, controls, and governance frameworks.
- Collaborate with information security, risk, and architecture teams to ensure technology operations align with organizational policies and regulatory requirements.
- Support audit, compliance, and risk management activities related to technology operations and resilience.
- Monitor operational risks and implement corrective actions where required.

Financial & Strategic Management





• Develop and manage operational budgets, forecasts, and technology-related expenditures.
- Identify opportunities for cost optimization while maintaining service quality and operational effectiveness.
- Contribute to the development of technology roadmaps and strategic plans that support business growth and long-term objectives.
- Provide regular reporting and recommendations to senior leadership regarding operational performance, risks, and improvement opportunities.

Qualifications & Experience

• Post-secondary education in Computer Science, Information Technology, Information Systems, or a related discipline.
- Minimum 10 years of progressive experience in technology operations, infrastructure, or production support environments.
- Minimum 7 years of leadership experience managing technical teams, vendors, and service providers.
- Demonstrated experience leading enterprise IT operations and service delivery functions.
- Strong knowledge of IT service management principles, including Incident, Problem, Change, Request, and Knowledge Management processes.
- Experience with ServiceNow or similar IT Service Management platforms.
- Proven experience developing and managing Disaster Recovery and Business Continuity programs.
- Experience managing technology vendors, service providers, contracts, and operational budgets.
- Strong analytical, problem-solving, decision-making, and stakeholder management skills.
- Excellent communication and relationship-building abilities with executives, business leaders, vendors, and technical teams.
- Project management experience and the ability to lead cross-functional initiatives.

Success in This Role

The successful candidate will be a strategic and operational leader who combines strong technical knowledge with business acumen. They will ensure technology services remain reliable and secure while building a resilient organization capable of responding effectively to disruption, change, and growth.

📌 Manager, Technology Operations & Business Resilience (Markham)
🏢 Brydon Gama
📍 Markham