Manager, IT Production Support

Job Summary
Reporting to the VP, IT Operations, the Manager, IT Production Support is a customer-focused leader responsible for ensuring the reliability and performance of IT systems while partnering with Sales to address technology needs and enhance service delivery. This role oversees a team responsible for managing incident resolution, service optimization, and recurring technical challenges, aligning IT capabilities with enterprise goals.

**Responsibilities**:

- Lead, manage, and develop a team of IT professionals responsible for production support and customer success to ensure system reliability, incident resolution, and continuous service improvement.
- Partner with National & Regional Sales, Operations, and other business stakeholders to identify and implement technology solutions that address the goals, needs and challenges of our customers.
- Develop and maintain strong customer relationships by providing transparency, addressing pain points, and driving innovative IT service enhancements.
- Oversee incident management, root cause analysis, and resolution of recurring technical issues to minimize disruptions and improve operational efficiency.
- Monitor IT system performance, ensure compliance with industry standards and customer commitments, and drive process improvements to optimize IT operations.
- Collaborate with cross-functional teams to plan and execute technology upgrades, system enhancements, and service delivery initiatives.
- Create, implement and maintain a customer centric support process and its’ procedures and documentation to ensure compliance with internal KPIs and customer SLAs.
- Work within an agile development process, collaboratively across the IT and business functions to iteratively implement strategic IT deliverables and assist with implementation of DevOps SDLC.
- Work closely and collaboratively with the IT Leadership on assessment of external technology solutions and services ensuring consistency with business direction and technology sustainability.
- Proactively monitor business strategies and MI industry innovations and incorporate into Production Support roadmaps.
- Lead and participate in cross functional projects as required.

Skills and Qualifications
- Bachelor’s degree in Computer Science, Engineering, Information Technology, Business Administration, or a related field.
- 5+ years of experience in IT production support or IT operations, with 2+ years in a leadership or managerial role.
- Strong understanding of IT service management (ITSM) frameworks, such as ITIL, and experience with incident and problem management.
- Proven ability to collaborate with business stakeholders to align technology solutions with customer needs.
- Excellent leadership and team management skills, with a track record of building high-performing teams.
- Strong problem-solving and analytical skills, with the ability to address complex technical challenges.
- Exceptional communication and interpersonal skills, with the ability to translate technical concepts into business terms.
- Knowledge of insurance industry systems and regulatory requirements is a plus.
- Demonstrated proficiency in principles of Call Center Operations.
- DevSecOps experience is an asset.
- Superior project management skills and attention to detail with the ability to work with and influence all levels in the organization.
- Bilingual in English and French strongly desired.

LI-Hybrid
**At Sagen, we offer**:

- Competitive salary
- Annual Performance Bonus Plan
- Medical, Dental, Prescription Drug, and EFAP Benefits
- Company funded Pension Plan
- Company matching RRSP, TFSA and/or Non-registered Savings Plan
- Competitive vacation policy
- Life Insurance and Accidental Death & Dismemberment
- Short Term and Long-Term Disability programs
- Reimbursement programs for special occasions, health and wellness, mortgage insurance and tuition
- Work from Anywhere Days

Sagen is committed to creating a diverse and inclusive workforce. We welcome, respect and value people from all backgrounds and abilities and create a sense of belonging that inspires our employees to be their authentic self.