IT Operations Manager

3 weeks ago

Waterloo, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

As a Manager on Sun Life's Digital Business Automation Services (DBAS) team, the incumbent will be responsible for managing a team of technical experts for the ongoing operations, support, and maintenance for Sun Life’s Document Management Platform.

The position is accountable for providing IT support services for the various systems within the Document Management Platform, as well as maintaining a strong relationship with the business areas and working closely with the business partners to understand their drivers and emerging needs.

This includes, identifying IT work and managing intake requests, identifying resource requirements for baseline operational work and managing the resource assignments, leading process improvement initiatives, preparation of business and systems specifications, creation of vendor-partner relationships (includes onshore/offshore), testing, training, and documentation. Working closely with the Business Systems Analysts and Software Engineers to ensure that the support is delivered efficiently and cost effectively while still maintaining IT governance practices on Information Security, Architecture Review, Business Continuity, Disaster Recovery, and SOX compliance.

This role reports to the DBAS Operations Director.

**What will you do?**
- Manage the day-to-day operational support of the Document Management Platform. Primary escalation points for questions, concerns and/or prioritization decisions.
- Manage Document Management IT employees for operational support with a wide range of skill levels and a diverse set of technologies.
- Manage the standards and procedures for implementing production systems using Sun Life guidelines for change management to ensure reliability, accessibility, integrity, and security.
- Provide reporting and metrics on the various Document Management Platform Key Performance Indicators & Objectives and Key Results.
- Provide guidance and support to the business units to ensure adherence to Sun Life standards for end user computing needs.
- Collaboratively, proactively, and reactively resolve business challenges using a combination of skills defined above.
- Provide support in the areas of documentation and training. Identify training and documentation needs, oversee, and develop the training plans, curriculums, and documentation, and identify alternative methods of delivering training plans.
- With assistance of the Director, manage budget, as well as demand and supply challenges.
- Active participant in incident, problem, and change management processes.
- Maintain effective communication channels within Digital Business Technology & Solutions. Act as the liaison between these departments and the business partners.
- Participate in the coordination of the disaster recovery tests for DBAS. Ensure that the resources are available for testing and supporting the disaster recovery tests.
- Maintain strong relationships with Sun Life selected software vendors and service providers ensuring the company’s needs and viewpoints on priorities are clearly communicated and understood.
- Participate as required to ensure project delivery for partners is successful. This may include providing project leadership and/or Subject Matter Expert accountabilities.
- Assist the Delivery Managers in the development of their budgets ensuring that the IT resource demands are clearly articulated to the appropriate suppliers.
- Participate in or oversee systems renewal initiatives.

**What do you need to Succeed**:

- Minimum of 5 years of progressive information technology experience.
- Excellent collaboration, communication, presentation, interpersonal, negotiation, facilitation, influencing, and organization skills
- Knowledgeable about organizations and their culture and understands the reasoning behind key policies, practices, and procedures
- Have a broad understanding of the business and the business of an IT delivery team
- Drives for results and as such can be counted on to meet or exceed goals successfully.
- Knowledgeable about how the organization works and knows how to get things done both through formal channels and informal networks
- Facilitate the discovery of alternatives and drives decision-making to closure and action
- Works effectively and efficiently in a virtual, multi-site environment

**Assets**:

- A university degree in business or computer science degree is preferr

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