Manager, IT Operations

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:
Regular

Job Description:
**Responsibilities**:
- Provide leadership for service management, including internal and external requirements.- Ensures the security of information systems as defined by ISO 27001 standards (eg. access controls, data backup and DR/BCP).- Establish and monitor policy, procedures, and standards to ensure consistent, high quality service management.- Develop framework for IT service management including the definition of all levels of support required and accompanying escalation procedures.- Working within the IT governance structure, develop incident, problem & change management processes.-
- Define technology strategy and establish technology architecture for ITSM, complementary to SRE principles- Works with enterprise teams to ensure the group's day to day operational needs are met with the highest efficiency.- Generates short, medium
- and long-term strategies to achieve and maintain service excellence.- Assumes responsibility and ownership of specific escalations of customer incidents, assigns, delegates or escalates accordingly until resolution.- Define roles and responsibilities for the department.

Academic:
- College or University degree in information technology or a combination of equivalent years of experience and education.- Minimum 5 years of managing operational environments.- Experience in managing operational budgets including licensing and capacity related forecasts.- Experience with workflow management tools (Service Now, JIRA or equivalent) a plus.- Must be well organized, detail oriented, and able to prioritize.- Must thrive in an environment which requires multitasking and adapting to change.- Must be proactive and dependable, fulfilling obligations and meeting deadlines.- Must be self-motivated and a quick learner.- Must have excellent written and verbal communication skills

SPECIFIC COMPETENCIES- Experienced in Vendor Management, particularly with respect to escalation procedure co-development and Service Level management- ITIL Service Management certification- Demonstrates a clear understanding of prioritization, balancing impact and urgency- Demonstrated competency in defining production acceptance criteria- Demonstrated competency in adhering to ISO 27001 security requirements as it pertains to running technology operations policies, procedures and role definitions- Bilingual in English and French is an asset. The position requires working closely with external and internal resources across North America.- Strong attention to detail is critical for this position, and the ability to multitask, manage time effectively, and meet deadlines.- Must have excellent communication skills and the ability to create positive working relationships with a team.

You’ll benefit from:
- Flexibility: Yes, we think that what you do matters. At work and home.- Fun: We laugh a lot: it makes every day brighter.- Discounted services: We provide amazing services to our clients, and you’ll get them at home because you deserve them.- Rewarding Pay: Let's be honest, everybody likes to make a good salary. We offer attractive compensation packages, and they come with a great culture.- Benefits: We’ve got you covered.- Career Evolution: Join us, and we will give you the tools to achieve your career goals- Technology: Do you have a passion for technology? Excellent, we do too. Here, you will manage, influence, play, create, fix, and shape the industry.

Location:
Burlington, ON

Company:
Cogeco

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.