Service Operations Manager

A bit about Lyra…

Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

Service Operations Manager, Corporate Networks a Lyra Technology Group company

Lyra Technology Group is looking for a full-time Service Operations Manager to join the team at one of our operating companies, Corporate Networks, located in Fort McMurray, Alberta.  We are seeking a highly driven and results-oriented Service Operations Manager who thrives in an evolving environment and is passionate about creating operational efficiencies, delivering exceptional client experience, and leading high-performing teams.  This role is responsible for managing the day-to-day activities of the technical service delivery team.  This leadership role is ideal for someone who excels at juggling multiple priorities, streamlining service delivery, and inspiring teams through coaching and mentorship. You'll oversee day-to-day service operations and project execution, ensuring excellence in both internal performance and external client satisfaction. You will build systems, driving accountability, and creating a culture of results, ownership, and continuous improvement. This role is responsible for creating and managing efficient service / project delivery structure and processes to maintain, team morale, customer satisfaction and the financial targets required for company growth.

A bit about Corporate Networks…

For 40 years, Corporate Networks has delivered comprehensive IT solutions to K–12, public, SMB, and enterprise sectors from our headquarters in Fort McMurray. We believe in building true partnerships with our clients, grounded in trust, value, and a deep understanding of their business needs. Through our Stratos Managed Services and Surric Cloud platforms, we deliver dependable, purpose-driven technology solutions that support long-term growth and success. Our culture is defined by our core values and our purpose—adding meaningful value to the lives of our clients and our team.

Your work as the Service Operations Manager includes several components:  

•    Leadership
o    Ensuring the entire support team is living our purpose and core values.
o    Provide leadership to the technical group for day-to-day service and project delivery.
o    Improve upon the "Corporate Networks Way" - systems, structures and best practices for highest OML.
o    Actively coach employees, fostering professional growth through structured development plans. 
o    Maintain high employee morale and performance.
o    Attract, retain, and grow top talent through recruitment and employee engagement strategies.
o    Deliver on Best-In-Class (BIC)financial targets  

•    Service Delivery and Project Manager
o    Ensure consistent execution of the "Corporate Networks Way."
o    Act as the champion for client satisfaction and service excellence.
o    Proactively manage support team workload and daily scheduling for optimal efficiency based on urgency and deadlines.
o    Proactively manage project workloads and timelines to ensure deadlines are met. 
o    Ensure proactive management of client's technology infrastructure. 
o    Daily quality assurance, audit of efficiency, and billing approval of work performed. 
o    Upkeep and management of documentation and processes.  
o    Establish escalation process and communicate service-related issues internally and externally. 
o    Provide meaningful reports on service performance, team KPI's, and client health to senior management. 
o    Monitor and meet targets for service efficiency, profitability, and client satisfaction. 
o    Onboarding of new technicians and ensure efficient integration and success.

Our ideal Service Operations Manager has the following qualifications:

•    A Bachelor's Degree in business / IT or related field.

• years' management experience, preferably in an MSP and Service Delivery Environment. 

•    Proven track record of coaching, mentoring, and managing technical teams. 

•    Experience in developing strategic goals and plan.

•    Strong organizational and decision-making skills, with the ability to prioritize effectively. 

•    Proactive mindset with a focus on accountability, and continuous improvement. 

•    Excellent communication and interpersonal abilities.

•    Comfortable working in an evolving environment where priorities shift. 

•    Understanding of basic business finance and the operational levers that drive performance. 

•    A passion for client service and creating a seamless support experience

The targeted base compensation is 100,000-120,000 CAD per year. This role is stationed in Fort McMurray in Alberta, however, we are open to candidates residing in Edmonton who are able to commute to Fort McMurray approximately one week each month.  If leading the Service Delivery team in the tech space sounds appealing to you, let's have a conversation.