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Added 5 mins ago
TT
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Groupe Touchette

Gestionnaire, Planification et performance TI - IT Planning & Performance Manager

QC, Canada
Ville Saint-Laurent, QC, H4N 1S4, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English · French
Posted: Sep 21, 2026

Original job description

English section of this bilingual listing.

The IT Planning & Performance Manager is accountable for strengthening service performance and proactive governance across Infrastructure & Operations. The role leads technology-provider governance, service-management disciplines, lifecycle planning, and run-cost transparency to improve reliability, accountability, and value from GT's technology services as the organization evolves toward a more proactive operating model.

Responsibilities

Vendor Governance

Own SLAs, service reviews, and contract-performance governance across strategic infrastructure, cloud, managed-service, security, and SAP providers.
Maintain effective relationships and governance with strategic technology providers.

IT Financial management

Manage and optimize cloud, SaaS, licensing, and vendor run-cost in collaboration with budget owners, Finance, and Procurement.
Coordinate a monthly IT cost review covering budget variance, consumption trends, unit costs, and realized savings.
Improve cost transparency and showback, and support business cases for lifecycle investment and optimization opportunities.

Lifecycle & Evergreen planning

Maintain the technology refresh roadmap and technical-debt register to proactively manage lifecycle risk.
Coordinate lifecycle priorities with strategic transformation initiatives and available delivery capacity.

Service-management disciplines

Own and continually improve problem, change, capacity, and service-level management processes.
Chair the Change Advisory Board (CAB) and regular problem reviews, ensuring preventive actions are tracked through closure.
Coordinate planned-maintenance information with IT Operations and other stakeholders to support effective communications and execution.

I&O demand, portfolio & governance

Coordinate I&O demand intake, prioritization, and scheduling, and ensure relevant initiatives are represented in enterprise portfolio-management processes.
Maintain commitment, evergreen, problem, and preventive-action registers.
Produce the I&O scorecard for the monthly business review, including service performance, commitments, unplanned work, lifecycle progress, and cost indicators.
Partner with Infra & Cloud, IT Operations, Information Security, the enterprise PMO, Finance, Procurement, and other stakeholders to align priorities, dependencies, and delivery commitments.
Provide oversight and coordination of IT across Groupe Touchette, including federated IT teams, ensuring alignment with enterprise technology standards, governance practices, priorities, and service-management expectations.

Requirements

Experience

7+ years of experience in IT operations or service delivery, including multi-vendor governance.
Demonstrated experience managing SLAs, vendor and contract performance, escalations, and service reviews.
Track record of running ITSM processes; including problem, change, capacity, and service-level management - at scale.
Experience with IT financial management, cost optimization, or technology-consumption management.
Experience coordinating demand, priorities, and delivery commitments across multiple technical teams and providers.
Bilingualism required: proficiency in English is necessary due to the nature of interactions with primarily English-speaking partners across Canada. This language is used frequently in both written and verbal communications. An advanced level is required.

Skills

Strong knowledge of ITIL service-management practices, particularly problem, change, capacity, and service-level management.
Strong planning, prioritization, follow-through, and proactive risk-management skills.
Portfolio, demand, and prioritization management.
Vendor negotiation, supplier governance, escalation management, and stakeholder management.
Data literacy, performance measurement, and a continual-improvement mindset.
Ability to influence across technical teams, providers, and business stakeholders without relying on direct reporting relationships.

Certifications

ITIL 4 certification strongly preferred.
FinOps Certified Practitioner is an asset.
PMP or an equivalent portfolio credential is an asset.

Nice to have

SAP RISE / ECS provider-governance experience.
Cloud cost-management experience, particularly AWS.
ServiceNow experience.

Read the full bilingual original

*English follows*

Le ou la Gestionnaire, Planification et performance TI est responsable de renforcer la performance des services et la gouvernance proactive au sein de l’Infrastructure et des Opérations (I&O). Le rôle dirige la gouvernance des fournisseurs technologiques, les pratiques de gestion des services, la planification du cycle de vie et la transparence des coûts d’exploitation afin d’améliorer la fiabilité, la responsabilisation et la valeur générée par les services technologiques de Groupe Touchette, alors que l’organisation évolue vers un modèle opérationnel plus proactif.

Responsabilités

Gouvernance des fournisseurs

Être responsable des SLA, des revues de services et de la gouvernance de la performance contractuelle auprès des fournisseurs stratégiques d’infrastructure, de services infonuagiques, de services gérés, de sécurité et de SAP.
Diriger les revues de services régulières avec les fournisseurs, veiller au respect de leurs engagements contractuels et gérer les escalades jusqu’à leur résolution.
Maintenir des relations et une gouvernance efficaces avec les fournisseurs technologiques stratégiques.

Gestion financière des TI

Gérer et optimiser les coûts d’exploitation liés au cloud, aux solutions SaaS, aux licences et aux fournisseurs, en collaboration avec les responsables budgétaires, les Finances et les Approvisionnements.
Coordonner une revue mensuelle des coûts TI couvrant les écarts budgétaires, les tendances de consommation, les coûts unitaires et les économies réalisées.
Améliorer la transparence des coûts et les mécanismes de refacturation ou de suivi des coûts par secteur (showback), et soutenir les analyses de rentabilité liées aux investissements et aux possibilités d’optimisation du cycle de vie.

Planification du cycle de vie et de la pérennité technologique

Maintenir la feuille de route de renouvellement technologique ainsi que le registre de la dette technique afin de gérer de façon proactive les risques liés au cycle de vie.
Coordonner les priorités liées au cycle de vie avec les initiatives de transformation stratégique et la capacité de livraison disponible.

Gestion des services TI

Assurer la gestion et l’amélioration continue des processus de gestion des problèmes, des changements, de la capacité et des niveaux de service.
Présider le comité consultatif des changements (CAB) ainsi que les revues régulières des problèmes, en veillant au suivi des mesures préventives jusqu’à leur résolution.
Coordonner les informations relatives aux maintenances planifiées avec les Opérations TI et les autres parties prenantes afin d’assurer une communication et une exécution efficaces.

Demande, portefeuille et gouvernance I&O

Coordonner la réception, la priorisation et la planification des demandes I&O, et veiller à ce que les initiatives pertinentes soient intégrées aux processus de gestion du portefeuille de l’entreprise.
Maintenir les registres des engagements, du renouvellement technologique, des problèmes et des mesures préventives.
Produire le tableau de bord I&O pour la revue mensuelle d’affaires, incluant la performance des services, les engagements, les travaux imprévus, l’avancement du cycle de vie et les indicateurs de coûts.
Collaborer avec les équipes Infrastructure et Cloud, les Opérations TI, la Sécurité de l’information, le Bureau de gestion de projets (PMO), les Finances, les Approvisionnements et les autres parties prenantes afin d’aligner les priorités, les dépendances et les engagements de livraison.
Assurer la supervision et la coordination des activités TI à l’échelle de Groupe Touchette, notamment auprès des équipes TI fédérées, afin d’assurer leur alignement avec les normes technologiques, les pratiques de gouvernance, les priorités et les attentes en matière de gestion des services de l’entreprise.

Exigences:

7 années ou plus d’expérience en opérations TI ou en prestation de services TI, incluant la gouvernance de plusieurs fournisseurs.
Expérience démontrée dans la gestion des SLA, de la performance des fournisseurs et des contrats, des escalades et des revues de services.
Expérience dans la gestion de processus ITSM, notamment la gestion des problèmes, des changements, de la capacité et des niveaux de service, à grande échelle.
Expérience en gestion financière des TI, en optimisation des coûts ou en gestion de la consommation technologique.
Expérience dans la coordination de la demande, des priorités et des engagements de livraison auprès de plusieurs équipes techniques et fournisseurs.
Bilinguisme requis: la maîtrise de l’anglais est nécessaire en raison de la nature des interactions avec avec des partenaires pancanadiens majoritairement anglophones. Cette langue est utilisée fréquemment dans le cadre des communications écrites et orales. Un niveau avancé est requis.

Compétences

Solide connaissance des pratiques de gestion des services TI (ITIL), particulièrement en matière de gestion des problèmes, des changements, de la capacité et des niveaux de service.
Excellentes aptitudes en planification, en priorisation, en suivi et en gestion proactive des risques.
Expérience en gestion de portefeuille, de la demande et des priorités.
Compétences en négociation avec les fournisseurs, en gouvernance des fournisseurs, en gestion des escalades et en gestion des parties prenantes.
Bonne capacité d’analyse des données, de mesure de la performance et d’amélioration continue.
Capacité à exercer une influence auprès des équipes techniques, des fournisseurs et des parties prenantes d’affaires sans lien hiérarchique direct.

Certifications

Certification ITIL 4 fortement souhaitée.
Certification FinOps Certified Practitioner, un atout.
PMP ou certification équivalente en gestion de portefeuille, un atout.

Atouts

Expérience en gouvernance de fournisseurs SAP RISE / ECS.
Expérience en gestion des coûts infonuagiques, particulièrement avec AWS.
Expérience avec ServiceNow.

Responsibilities

Vendor Governance

Own SLAs, service reviews, and contract-performance governance across strategic infrastructure, cloud, managed-service, security, and SAP providers.
Lead regular provider service reviews, ensure suppliers meet contractual commitments, and manage escalations through resolution.
Maintain effective relationships and governance with strategic technology providers.

IT Financial management

Manage and optimize cloud, SaaS, licensing, and vendor run-cost in collaboration with budget owners, Finance, and Procurement.
Coordinate a monthly IT cost review covering budget variance, consumption trends, unit costs, and realized savings.
Improve cost transparency and showback, and support business cases for lifecycle investment and optimization opportunities.

Lifecycle & Evergreen planning

Maintain the technology refresh roadmap and technical-debt register to proactively manage lifecycle risk.
Coordinate lifecycle priorities with strategic transformation initiatives and available delivery capacity.

Service-management disciplines

Own and continually improve problem, change, capacity, and service-level management processes.
Chair the Change Advisory Board (CAB) and regular problem reviews, ensuring preventive actions are tracked through closure.
Coordinate planned-maintenance information with IT Operations and other stakeholders to support effective communications and execution.

I&O demand, portfolio & governance

Coordinate I&O demand intake, prioritization, and scheduling, and ensure relevant initiatives are represented in enterprise portfolio-management processes.
Maintain commitment, evergreen, problem, and preventive-action registers.
Produce the I&O scorecard for the monthly business review, including service performance, commitments, unplanned work, lifecycle progress, and cost indicators.
Partner with Infra & Cloud, IT Operations, Information Security, the enterprise PMO, Finance, Procurement, and other stakeholders to align priorities, dependencies, and delivery commitments.
Provide oversight and coordination of IT across Groupe Touchette, including federated IT teams, ensuring alignment with enterprise technology standards, governance practices, priorities, and service-management expectations.

Requirements

Experience

7+ years of experience in IT operations or service delivery, including multi-vendor governance.
Demonstrated experience managing SLAs, vendor and contract performance, escalations, and service reviews.
Track record of running ITSM processes; including problem, change, capacity, and service-level management - at scale.
Experience with IT financial management, cost optimization, or technology-consumption management.
Experience coordinating demand, priorities, and delivery commitments across multiple technical teams and providers.
Bilingualism required: proficiency in English is necessary due to the nature of interactions with primarily English-speaking partners across Canada. This language is used frequently in both written and verbal communications. An advanced level is required.

Skills

Strong knowledge of ITIL service-management practices, particularly problem, change, capacity, and service-level management.
Strong planning, prioritization, follow-through, and proactive risk-management skills.
Portfolio, demand, and prioritization management.
Vendor negotiation, supplier governance, escalation management, and stakeholder management.
Data literacy, performance measurement, and a continual-improvement mindset.
Ability to influence across technical teams, providers, and business stakeholders without relying on direct reporting relationships.

Certifications

ITIL 4 certification strongly preferred.
FinOps Certified Practitioner is an asset.
PMP or an equivalent portfolio credential is an asset.

Nice to have

SAP RISE / ECS provider-governance experience.
Cloud cost-management experience, particularly AWS.
ServiceNow experience.

Apply About employer

More about this job

Responsibilities

The manager is responsible for overseeing technology provider governance, service management processes, and lifecycle planning to ensure operational reliability. They will also lead IT financial management, including cost optimization and transparency, while aligning delivery commitments across the organization.

Requirements

Candidates must have at least 7 years of experience in IT operations or service delivery with a strong background in multi-vendor governance and ITSM processes. Proficiency in English is required, and professional certifications such as ITIL 4, FinOps, or PMP are considered strong assets.

Skills

ITIL
Vendor Governance
Service Level Management
IT Financial Management
Cloud Cost Optimization
Problem Management
Change Management
Capacity Management
Portfolio Management
Stakeholder Management
Risk Management
Data Analysis
Performance Measurement
Strategic Planning
Technical Debt Management
Service Delivery

Visa sponsorship

Not detected in the job text

Keywords

ITIL 4
FinOps
PMP
SAP RISE
ECS
AWS
ServiceNow
ITSM
SLA
CAB
Cloud
SaaS
Infrastructure
Operations
Governance
Budgeting
Procurement
Technical Debt
Lifecycle Management
Performance Metrics
Vendor Management
Change Advisory Board
Capacity Planning
IT Financial Management
Portfolio Management
Strategic Planning
Risk Management
Stakeholder Engagement
Service Delivery
Technology Refresh

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