SUMMARY OF DUTIES

Reporting to the Director, Information Technology, the Manager, IT Operations provides strategic and operational leadership for the City’s Service Desk and IT Contract and Vendor Management functions.

The position is responsible for service excellence, reliable and responsive end-user support, effective workforce leadership in a unionized environment, and disciplined management of the full technology contract lifecycle, from procurement planning and RFP development through contract performance, renewal, transition and closeout.

As a member of the IT Management Team, the Manager anticipates operational needs, translates corporate priorities into transparent service and sourcing plans, strengthens accountability through measurable outcomes, and builds trusted relationships with City departments, Procurement, Legal, Finance, Human Resources, technology partners and vendors.

The Manager promotes consistent IT service management practices, financial stewardship, continuous improvement, risk management and a culture of ownership, collaboration and respect.

📌 : Manager, IT Operations (Canada)
🏢 City of Hamilton
📍 Canada