Manager, Technology Services Operations

4 months ago

Ottawa, Canada Canada Deposit Insurance Corporation Full time

**About us**

We are an organization driven by purpose. We are obsessed about serving Canadians and we are deeply committed and passionate about protecting their hard-earned money when it matters most. We live our promises and commitments every day by serving Canadians as one, and we have their best interest at heart. We strive to build an inclusive, accepting culture with commitment, determination and a bias for action.

The right challenge is waiting for you Discover how valuable your experience can be and join our team.

**About the role**

As the Manager of Technology Services (TS) Operations, your primary accountability is the strategic management of CDIC’s Data Centers, Desktop, Network, Collaboration Tools, and Service Desk functions. In this role, you will ensure that these operational components align harmoniously with CDIC’s overarching cybersecurity program and enterprise technology strategy.

This role can be performed from our Ottawa or Toronto offices, following a hybrid model approach. This is a full-time permanent opportunity. #LI-Hybrid

**We trust you will be up to the challenge**
- Manage and oversee the operations, maintenance, and support of CDIC’s Data Centres, network (LAN/WAN/Wireless), videoconferencing, and end-user infrastructure.
- Ensure seamless computing facilities, network operations, workstations, and service desk functioning to meet and exceed service delivery standards.
- Manage day-to-day activities of IT Service Management, including Incident, Problem, Request, Asset, Change Management, and CMDB processes.
- Manage desktop support staff.
- Collaborate with functional and operational area managers to support their current and future needs.
- Develop comprehensive plans, cost estimates, and schedules for integrating these needs into existing operations.
- Prepare budget analysis, develop, and evaluate RFPs, manage vendors and contracts, and develop business cases.
- Make recommendations to management and implement technology solutions to ensure the Corporation’s technology infrastructure aligns with current and future business requirements.
- Manage the procurement and provisioning of technology services, resources, data communications, and office automation hardware and software.
- Ensure robust and resilient solutions and conduct simulation/testing activities.
- Manage vendor contracts and Service Level Agreements, including Data Centre support and third-party MSPs, to uphold CDIC’s mandate.
- Monitor the security and performance of IT operations against established key performance indicators.
- Ensure the efficient development, maintenance, and operation of desktop computing and network services technology infrastructure and processes.

These responsibilities collectively contribute to the strategic and operational success of CDIC's technology services, ensuring alignment with business objectives and maintaining a high standard of service delivery.

**About you**

You take pride in your work and are passionate about having an impact. You face challenges head-on, are an excellent communicator and collaborator, and act with integrity.
- Commitment to fostering a culture of continuous improvement within the TS operations team, implementing best practices, and staying abreast of industry trends.
- Excellent communication and interpersonal skills, with the ability to convey technical information to technical and non-technical stakeholders.
- Demonstrated ability to effectively manage vendor relationships, negotiate contracts, and ensure Service Level Agreements (SLAs) compliance.
- Experience overseeing and implementing IT projects, from conception to completion, ensuring timelines and objectives are met.
- Proven ability to contribute to the strategic planning process, aligning IT operations with organizational goals and objectives.
- In-depth understanding of cybersecurity principles and practices, ensuring the implementation of robust security measures across desktop and network services.
- Proficiency in managing Data Centers, network services and desktop operations, demonstrating a comprehensive understanding of network architecture and desktop technologies, specifically in the Microsoft ecosystem, including Windows Server, Active Directory, Group Policies, Switching/Routing, SSL/IPsec,), Business Continuity, Disaster Recovery.
- Strong analytical and problem-solving skills, with a track record of efficiently resolving complex technical issues and optimizing IT systems.
- Working knowledge of cloud-delivered technologies and their interoperability/connectivity with on-premises services.
- Must keep current with technology and understand how to deploy it best.
- Strong leadership skills, with the ability to mentor and motivate employees in a diverse and inclusive environment.
- Ability to prioritize, work effectively in a high-pressure environment, and make sound decisions in emergencies while maintaining calm composure.
- Excellent customer service mindset an

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