Manager, Managed Services Operations
2 weeks ago
**Job Title**: Manager, Managed Services Operations
**Department**: Technical Services - Managed Services
**Employment Type**: Full-Time ( Hybrid Role)
**About Us**:
We partner with leading organizations to deliver IT managed services and operational excellence. We are hiring a Manager of Managed Services Operations to oversee service delivery for a global client in the IT sector.
**Role Overview**:
You will lead Managed Services Operations, ensuring 24x7 service delivery, SLA compliance, and team development while driving process maturity and strategic initiatives.
**Key Responsibilities**:
- **Team Leadership**:
- Manage operations staff including scheduling, development, and full employee lifecycle
- Lead team meetings and daily stand-ups
- **Service Delivery**:
- Oversee 24x7 operations ensuring SLA/KPI compliance
- Define, analyze, and report on performance metrics
- Own Incident, Change, and Problem Management processes
- Manage Post Incident Review process and reporting
- **Vendor/Stakeholder Management**:
- Serve as primary escalation point for internal/customer issues
- Ensure vendor contract and SLA compliance
- **Strategic Initiatives**:
- Develop troubleshooting/escalation processes
- Create infrastructure capacity plans for future requirements
- Implement maintenance plans and monitoring systems
**Qualifications**:
- Minimum 5 years in leadership role within IT Managed services
- Proven ability to inspire teams and drive excellence
- Strong communication skills with ability to build business relationships
**Accessibility Commitment**:
We provide accommodations during the hiring process upon request.
Pay: $130,000.00-$160,000.00 per year
Flexible language requirement:
- French not required
Schedule:
- Monday to Friday
Work Location: Hybrid remote in North York, ON M2J 4R4
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