Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

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- Job ID #32265: Manager, IT Operations

- Union: Non-Union

- Job Description ID #: 6340

- Close date: Interested applicants please submit your application online at by 4:00 p.m. on October 14, 2026.

- Vacancy type: This posting is for an existing vacancy

- Internal applicants should apply with your work e-mail address . External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

SUMMA RY 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 explicit 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.

GENERAL DUTIES

STRATEGIC & OPERATIONAL LEADERSHIP

Leads IT Operations, establishes priorities, service expectations, accountabilities and performance outcomes aligned with corporate and departmental objectives.

Develops and executes operating plans that address service demand, workforce capacity, technology lifecycles, financial requirements and operational risk.

Advises the Director and IT Management Team on performance, emerging risks, vendor dependencies, investment priorities and decisions requiring executive direction.

Leads operational readiness for new and changed technology and directs the response to major service disruptions.

Contributes to divisional planning, governance, portfolio prioritization and budget development, and ensures approved decisions are executed.

SERVICE DESK & SERVICE EXCELLENCE

Leads the Service Desk and deskside support functions,



ensures reliable and responsive support for end-user technology.

Establishes service standards and performance targets and takes action to address backlogs, recurring incidents, service gaps, escalations and customer concerns.

Ensures incidents and service requests are effectively triaged, assigned, resolved and closed, with clear ownership across IT teams and vendors.

Leads continual service improvement, operational documentation, knowledge management, staffing, after-hours coverage and the transition of new services into support.

Maintains strong relationships with business partners, communicates service performance and ensures service concerns are addressed.

IT CONTRACT & VENDOR MANAGEMENT

Leads the IT Contract and Vendor Management Team and establishes governance, controls and reporting for technology contracts and vendor relationships.

Directs the full contract lifecycle, including planning, RFx development, evaluation, negotiation, award, implementation, performance management, renewal, transition and closeout.

Works with corporate, business and technical partners to define requirements, manages risk and protects the City’s operational, commercial, legal and financial interests.

Maintains a complete contract inventory and renewal plan and holds vendors accountable for service levels, deliverables, costs and contractual obligations.

Leads sourcing, renewal and contract change recommendations and reports on vendor performance, financial pressures, risks and decisions required.

PEOPLE LEADERSHIP

Leads, coaches and develops a multidisciplinary team, establishes clear

📌 Job ID #32265: Manager, IT Operations (Canada)
🏢 City of Hamilton
📍 Canada