Manager, IT Operations Full-time, Permanent

Job description

Information Technology Director

Reporting into the Chief Executive Officer and the Executive Vice President, Corporate Affairs, the IT Director leads to ensure FDR/AGILITY One Outsourcing has integrated business capability, roadmap strategies and information technology investment and execution plans that are aligned with the strategic priorities and operating plans of the organization. As a strong people-oriented leader, the successful candidate will act as an enabler for her/his direct team and cross functional groups to translate FDR’s Integrated IT and Business Solution roadmap-strategy and IT investment governance plans into projects and detailed action plans which support the businesses’ strategic objectives and transformation initiatives. This role is pivotal in the planning, design, configuration and implementation of applications and business systems which support core organizational functions and processes.

As a sister company to FDR, AGILITY One Outsourcing is an innovated business process outsourcing and technology company focusing on providing payment gateway services and first-class marketing solutions for enterprise clients across North America.

About the Role

We are looking for a knowledgeable and experienced IT Director with strong leadership capabilities able to be not only the technology expert, but also to manage, develop, and support the technology team.

You will:

• Oversee and direct the company’s technical product development & roadmap.
• Direct and oversee all IT work processes infrastructure, architecture, development, and database.
• Improve and refine IT processes and their efficiencies.
• Propose, elect, and implement the strategic initiative in line with company goals.
• Interface with senior-level management and other key stakeholders, particularly when there are issues or technical difficulties.
• Conduct ongoing training, performance reviews, and personal development of team members.

Qualifications:

• Bachelor’s or master’s degree in computer science, or a related field of study, or equivalent experience.
• Strong knowledge of technology in all areas: systems, development/architecture, security, database to be able to oversee and manage and bring together all technology areas.
• Experience in building mobile products and scalable platforms in the payment industry.
• 8+ years of senior-level IT experience.
• Minimum of 5 years of experience in Networking Engineering.
• Proven experience in leading a team, managing cross-functional technology resources.
• Entrepreneurial spirit and enthusiasm for working in a fast-paced start-up with the AGILITY Outsourcing platforms.
• Excellent project management skills and communication skills with the ability to understand and explain technical issues to a non-technical audience.
• Strong ability to drive the decision to closures, as well as track their implementations.
• Ability to assess technical talent and put team members in a position to succeed.
• Fluent both in English and French and other preferred languages Mandarin (Chinese), Spanish.
• Willing to travel domestically and throughout North America as needed.

Must have at least 8 years of proven senior level, working experience in the following areas:

• IT infrastructure
• Cybersecurity
• Call Center experience
• Project Management
• Active directory, Group Policy
• Windows Server, Windows 10
• Office 365
• Networking
• Antivirus
• Help desk management
• IT vendors management
• Compliance, PCIDSS
• Asset management
• Backup Management, Veeam Replication and Backup
• Cisco Duo
• Phone systems. Genesys PureCloud, Avaya IP Office

Responsibilities:

There are 5 main areas of responsibility for this role today, with endless opportunities to shape the future of how we deliver our solutions in a highly customer centric environment.

1. Building an Integrated Technology Roadmap
   • Conceives, defines, develops, and manages the end-to-end process required to create an integrated technology roadmap comprised of individual business unit plans, and technology investments that support strategic and operational priorities.
   • Partners with senior leadership and Business Unit leaders to identify and prioritize technology requirements and enhancements needed in support of business operations to determine what should be done and in what order.
   • Implements and maintains enterprise application roadmaps which include capacity planning and modeling in support of short- and longer-term business requirements and projects.
   • Ensures FDR/AGILITY has a well understood and shared technology agenda, which includes a defined target state and strategic roadmaps which govern investment priorities and technology decisions.
2. Enterprise Application & Solution Support
   • Leads the provision of business solution support for FDR/AGILITY to ensure existing technology is operating effectively, continues to be aligned with customer needs and enables efficient retailing operations.
   • Ensures health of existing business applications which include in house systems, cloud applications, lending platforms, HR, Finance, Marketing, Merchandising, Logistics, CRM etc.
   • Ensures successful implementation of existing system enhancements, upgrades, updates, patches, and fixes to ensure optimal system performance, data integrity, and reliability.
   • Reviews legacy technology to determine whether it requires enhancements, upgrades, or replacement. Completes cost benefit analysis to determine time frame for chosen course of action. Engages technology users in proof-of-concept pilots to test design and functionality of technology solutions.
3. People Leadership
   • Leads, engages, develops, and coordinates a team of professional and technical staff providing IT services to a customer centric organization that is undergoing considerable transformation.
   • Attracts, retains, and develops the mix and caliber of talent required to deliver enabling and value-added technology solutions and technical support services to the business.
   • Provides the training and development required to build new/expanded technical and relationship management skills and the business understanding required to be viewed as valued partners by the business.
   • Mentors and coaches team members regarding technical assignments and project management to ensure timely, cost effective and high-quality service delivery and cultivates a culture and operating style which promotes excellence in customer, operations, and employee service delivery.
4. Delivery of Strategic Projects and Critical Investments
   • Consults with business leaders to define, translate, and dissect big change ideas and initiatives into foundational elements and discreet components. Clarifies business requirements, identifies potential gaps or barriers to developing purchasing and implementing desired solutions (cost constraints, surrounding processes, interconnectedness with other systems) and recommends project design revisions necessary to ensure project success.
   • Oversees the procurement of software and services to maximize the return on information technology investments.
   • Directs external service providers and vendors retained to deliver projects or components of projects by scheduling update meetings to confirm that projects milestones are on track to be achieved and services will be delivered within budget, scope and quality agreed to by the business, the IT division, and third-party contractors.
   • Ensures sustainable technology delivery models exist, are frequently refreshed, fully compliant, innovative, and enabled, to offer clients a proactive and efficient customer-oriented experience.
5. Pre-project ideation & Innovation
   • Supports FDR/AGILITY’ strategic objectives, by researching and identifying enabling technologies designed to increase sales, deliver operating efficiencies, cost savings, productivity improvements and customer service enhancements.
   • Identifies opportunities for innovation to ensure success in an increasingly competitive and fast-moving industry landscape.
   • Maintains effective relationships with business leaders across the organization to collect information about their IT needs and to coordinate the delivery of approved projects.
   • Conceptualizes, defines, and oversees the development, configuration and implementation of new technologies and platforms which support the transformation of the business.

Inclusion and Equal Opportunity Employment

FDR/AGILITY is an equal opportunity employer. In addition, FDR/AGILITY is committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information:

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.

We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Tuition reimbursement

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person