Overview

We are growing by double digits every year, and our services organization has to scale with it. The Senior IT Procurement and Services Specialist builds and runs the operating engine behind our team. You will turn what works today through heroics and tribal knowledge into repeatable, automated systems and processes. The role will also provide hands-on sales support, using NetSuite to manage order-related activities, escalate back orders, and identify available replacement products.

This role reports to the Sales Operations Manager.

Duties

Resource and Capacity Management

- Forecast demand from the pipeline and backlog, and plan capacity across employees, contractors, and subcontractor partners
- Manage staffing and scheduling to balance utilization against burnout and quality
- Build and manage a bench of vetted subcontractors to absorb demand spikes
- Partner with team leads and P&L; owner on headcount planning, onboarding, and role design as the team scales

Financial Performance

- Own services P&L; metrics: utilization, realization, project margin, backlog, and revenue forecast
- Partner with Finance on billing, revenue recognition, WIP, and timely invoicing (milestone, T&M;, and fixed-fee)
- Review pricing and estimating models to protect margin as scope and complexity grow
- Produce a monthly and quarterly services performance report for leadership

Systems, Automation, and AI

- ConnectWise ownership: Act as business owner and administrator of ConnectWise PSA (and related modules such as Sell), including project boards, templates, agreements, billing, procurement, and custom reporting; maintain data hygiene through regular audits and manage upgrades and rollouts
- Quote-to-cash and integrations: Ensure clean data from opportunity through quote, SOW, project, time entry, and invoice; own integrations between the PSA, CRM, accounting, and distributor portals using APIs, webhooks, and workflow rules
- Process automation:



Identify repetitive manual work and automate it (project creation from closed-won, kickoff checklists, budget-burn and unbilled-time alerts, invoice triggers, time-entry reminders) using native PSA tools, Power Automate, Zapier, or scripting; document each automation and quantify hours saved
- AI-enabled operations: Work with TIO(internal IT) toevaluate, pilot, and deploy AI tools (e.g., Microsoft Copilot, and AI features in our PSA stack) for SOW drafting, automated margin and forecast analysis/reporting, runbook and knowledge search, automated utilization reports and customer communications
- AI governance and adoption: Establish acceptable-use, data privacy, and human-review standards; build reusable prompts and workflows; train staff and track adoption and measurable impact
- Dashboards: Work with TIO (internal IT) to build BI dashboards (Power BI, Tableau, or similar) combining PSA, CRM, and financial data for real-time leadership visibility

Sales Support and Order Fulfillment

- Provide day-to-day sales support by coordinating order-related requests and helping the sales team resolve fulfillment issues.
- Use NetSuite to review sales orders, item availability, back-order status, and other information required to support accurate order follow-up.
- Proactively escalate back-ordered items with distribution and internal stakeholders to pursue improved availability and shorter fulfillment timelines.
- Research in-stock replacement items that meet the customer requirement and work with Sales to validate suitable alternatives before substitution.

Qualifications:

Required

- 5+ years in services operations, project/program management,



or delivery management, preferably at a VAR, MSP, systems integrator, or IT services firm
- Demonstrated experience scaling a services organization through rapid growth
- 3+ years of hands-on ConnectWise experience (PSA/Manage preferred) at an administrator or power-user level
- Hands-on experience with NetSuite, including sales order review, item availability, back-order management, and order-support workflows
- Proven track record implementing process automation with measurable efficiency gains
- Practical, demonstrated use of AI tools to improve operational workflows, with specific examples you can describe
- Solid command of services financial metrics (utilization, realization, margin, backlog, forecasting)
- Excellent communication skills across engineers, sales, finance, and executives
- Comfort operating in ambiguity and building structure where little exists

Preferred

- ConnectWise certifications, or experience with Autotask, Kantata, or similar platforms
- Experience with the ConnectWise API, Power Automate, Zapier, Make, or similar; scripting ability (PowerShell, Python, SQL)
- Experience building BI dashboards in Power BI or Tableau
- ITIL certification with the experience of leveraging it effectively is a definite asset
- Familiarity with IT channel economics: vendor programs, distributors, and hardware/software/services bundles
- Experience with managed services transitions and recurring revenue models

Pay: $80,000.00-$90,000.00 per year

Benefits:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Extended health care
- Flexible schedule
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Vision care
- Work from home

Experience:

- services operations: 5 years (required)

Licence/Certification:

- ConnectWise certifications (preferred)

Work Location: Hybrid remote in Montréal, QC H4E 1A8

📌 Senior IT Procurement and Services Specialist (Southwest)
🏢 Leading
📍 Southwest