IT Operations Manager

IT Operations Manager – Application Services

Location: Edmonton, AB

Work Arrangement: Hybrid – 2 days per week onsite at the downtown Edmonton Head Office

Duration: 1 year with potential for extension

We are seeking an experienced IT Operations Manager – Application Services to lead a technical team responsible for the performance, stability, reliability, and continuous improvement of assigned IT applications.

This role reports to the Associate Director, Application Services and provides leadership across application operations and service delivery in on-premises, cloud, and COTS environments.

The successful candidate will lead approximately 3–8 direct reports, depending on the assigned team. The hiring team is casting a wide net and is not looking for a specific operational area or technology stack. Team assignments may vary based on the candidate’s strengths and experience.

Key Responsibilities

• Lead and support technical professionals delivering reliable, secure, and effective technology services.
• Oversee the performance, stability, availability, and operational support of assigned applications.
• Develop and support operational plans, budgets, and input into strategy.
• Manage people, processes, technologies, vendors, and service delivery.
• Build and maintain relationships with business stakeholders.
• Monitor service quality, reliability, customer satisfaction, and operational performance.
• Support technology governance and operational requirements.
• Collaborate with architecture, project delivery, cybersecurity, infrastructure, data, and business teams.
• Track and report on operational metrics, including incidents, service requests, system availability, customer satisfaction, efficiency, and compliance.
• Coach and develop team members while supporting engagement, succession, and retention.
• Support operational process, procedure, and standards improvements.
• Manage operational risk and business continuity requirements.
• Plan resources and workload across the assigned team.
• Support projects and operational delivery as required.
• Manage vendors and contractors.
• Participate in problem management and root cause analysis.
• Address and resolve customer issues.
• Promote accountability, collaboration, innovation, and continuous improvement.

Required Qualifications

• Degree in Computer Science or Engineering, or a diploma in Computer Engineering/System Technology.
• Minimum 2 years of leadership, supervisory, or management experience.
• Minimum 5 years of experience in an IT operational, support, application, data, or service delivery environment.
• Experience leading operational teams and delivering technology services.
• Knowledge of ITSM principles and operational support.
• Experience with incident, problem, change, and service request management.
• Experience managing stakeholder relationships.
• Experience with vendor and contract management.
• Experience with operational governance, risk, and compliance.
• Experience with budget and resource management.
• Experience supporting continuous improvement.
• Experience working across cloud, on-premises, and/or hybrid environments.
• Familiarity with project and operational delivery methodologies.
• Strong experience with metrics, reporting, and service management frameworks.
• Strong communication, collaboration, influencing, coaching, mentoring, analytical, and decision-making skills.

Preferred Qualifications

Experience or certifications in areas such as:

• ITIL
• PMP
• Agile
• Lean
• Six Sigma

Experience in enterprise-scale operational environments, organizational continuous improvement, cross-functional teams, and complex stakeholder environments is also desirable.

Some project management experience is an asset but is not required.