Senior Manager, Business Technology

1 week ago

Toronto ON, Canada CAAT Pension Plan Full time

Our mission is to provide a secure, valuable, and sustainable workplace retirement solutions for Canadians. The Senior Manager, Enterprise Operations is integral to the success of the Technology and IT Services Management team , and to CAAT’s guiding mission and growth strategy.


The Senior Manager, Enterprise Operations will lead, guide and help develop a team of professionals that provide first and second tier support for all IT operations throughout the organization. The successful incumbent will also provide strategic direction for the team with support from the Senior Director. This role involves a wide range of responsibilities, including team leadership, incident response, emergency response, monitoring and maintenance, IT service management, performance analysis, compliance and security, vendor management and capacity planning.


College or university education with a specialization in information technology, computer science or a related field.
Minimum of seven (7) to ten (10) years of relevant experience including leading, developing, and managing teams.
Proven track record of operational program delivery in mid to large-scale IT infrastructures through effective construction and management of programs, projects, and initiatives, including financial management.
Proven track record of expertise in IT monitoring and management tools, incident management systems, and performance analysis tool.
Experience with compliance standards and control implementations such as GDPR, ISO27001, PCI DSS, and SOC 2.

Extensive experience with partnering, communicating, and negotiating skills to communicate effectively within the team and with technology and business partners, including external vendors.
Extensive knowledge of ITIL practices, ITSM frameworks, and industry best practices for IT operations management.
In-depth understanding of network infrastructure, cloud technologies (preferably Azure), virtualization, and cybersecurity principles.

Lead, manage and continue to build an Operations Center group of diverse IT professional teams, including Service Operations, Application Operations, and IT Service Management teams.
Working with internal risk management teams, develop and maintain business continuity and disaster recovery plans to ensure operational resilience.
Develop and implement strategic plans, policies, and procedures to optimize the development, improvement, efficiency, reliability, and scalability of our IT operations. Collaborate with senior leadership to align IT objectives with business goals and priorities.
Oversee the monitoring, maintenance, performance, and troubleshooting of all IT systems, networks, infrastructure, and user endpoint components. Develop strategic direction with support of the Senior Director for the development and maturation of IT Operational / IT Service Management capabilities including Incident / Change / Problem / Configuration / Event / IT Asset Management practices and processes to continuously improve and develop the capabilities within each practice and effectively respond to and resolve IT incidents and outages in a timely manner. Coordinate with cross-functional teams to minimize downtime and mitigate risks to the organization.
Ensure compliance with regulatory requirements including industry standards such as ISO27001, and best practices related to IT operations and security. Implement and maintain new and existing security protocols, controls, policies, and procedures to protect sensitive infrastructure, environments, data and mitigate cybersecurity risks.
Manage relationships with third-party vendors, service providers, and technology partners to ensure the delivery of high-quality services and support. Negotiate contracts, SLAs, and operational agreements to meet the organization's needs and objectives.
Conduct capacity planning and resource allocation to support current and future business and delivery needs. Continue to promote, drive, and create efficiency and optimization through thoughtful automation, self-service, and machine learning and chatbot capabilities throughout the operational organization.
Identify opportunities for automation, optimization, and innovation to streamline processes and enhance productivity.


This includes, but is not limited to, your compensation, paid time off, health and dental benefits, wellness programs, wellness incentives, and (of course) a defined benefit pension plan.
At CAAT, you belong to a collaborative, inclusive and lively environment that sparks creativity and fosters open communication.
We’ve consistently been recognized as one of Canada's Most Admired Corporate Cultures , as one of Greater Toronto's Top Employers , and one of the Best Places to Work .

Diversity, Equity, Inclusion, and Belonging:


Diversity, Equity, Inclusion, and Belonging (DEIB) at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested.

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