Business Reliability and IT Ops Manager
Toyota Credit Canada Inc.
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Benefits offered by this job
Job summary
Toyota Credit Canada Inc. is seeking a seasoned Business Reliability and IT Ops Manager at our Markham head office. You will lead daily IT operations, automation initiatives, and resilience planning across on‑prem and cloud environments to support dealer and customer services.
The role emphasizes strong vendor management, ITIL processes, and disaster recovery. You’ll collaborate with security and architecture teams, guide incident response, and drive continuous improvement while balancing costs
Qualifications
- Post secondary degree or diploma in Computer Science, Information Systems or related field.
- 7+ years leadership/management in IT Operations or Infrastructure.
- 10+ years hands-on experience in Production Operations or Support.
- Experience with IT Operations, Help Desk and Problem Management tools.
- Understanding of ITIL processes and ServiceNow.
- Strong communication, analytical and decision-making skills.
- Willingness to work outside regular hours when required.
Responsibilities
- Manage and oversee daily operational support activities (on-prem and cloud).
- Respond to queries and coordinate incidents and problems.
- Drive automation and DevOps adoption to improve reliability and deployment discipline.
- Develop and maintain the technical roadmap, DR and BC plans.
- Coordinate with architecture, security, vendors and cross-functional teams.
Skills
Education
Tools
Job description
Toyota Financial Services (TFS) provides retail, leasing and wholesale financial services to Toyota and Lexus dealerships and customers across Canada. TFS is a member of Toyota Financial Services Corporation (TFSC), a wholly-owned subsidiary of Toyota Motor Corporation in Japan with the Canadian operation headquarters in Markham, Ontario.
At Toyota Financial Services (TFS), you will help create best in class customer experiences in an innovative, collaborative, and team focused environment. TFS is an important part of the Toyota family, an award-winning global company, recognized worldwide for our technological leadership and superior standards of quality, continuous improvement, and environmental responsibility.
TFS currently has an exciting full-time opportunity as a Manager, Business Reliability and IT Ops, reporting to the National Manager, IT. This role will reside in our Markham Head Office.
- Manage, lead, direct and provide oversight to the management of daily operational support activities performed by TCCI team members, partners and vendors, including on-prem and Cloud.
- Provide timely response to queries and act as the coordination and escalation point for all incidents and problems.
- Work with partners to improve the efficiency of provisioning and de-provisioning processes.
- Drive the adoption of automation and DevOps practices to improve operational efficiency, service reliability, deployment discipline, and production support processes.
- Adapt to a rapidly changing technology landscape by assessing and implementing continuous improvements while managing environments, capacity planning, and IT assets (software and hardware).
- Manage all third-party infrastructure and operational vendors, including IaaS/Cloud, Network, On-Prem, User Services, Deskside Support, and Telephony.
- Manage external vendors in adherence to established contracts and SLAs.
- Work with vendors to ensure appropriate contracts and pricing are in place, while managing the budgeting, forecasting, and operations of this area.
- Manage and contribute to the development of the annual information technology budget and business improvement budgets.
- Develop and implement uniform system administration practices and ensure the necessary security policies and procedures are in place to minimize risks.
- Define standard operating procedures, service levels, KPIs, and controls for all IT processes.
- Work closely with architecture and information security teams on project implementations while ensuring internal company policies, compliance requirements, and contractual commitments are maintained.
- Develop and maintain the technical roadmap, including a long-term technical plan that accounts for company growth and business needs.
- Lead the Disaster Recovery practice and support Business Continuity Plan initiatives.
- Develop, maintain, and regularly update business continuity, disaster recovery, and recovery playbooks for critical services and processes.
- Conduct business impact analyses and recovery requirement assessments to define critical dependencies, recovery priorities, and service restoration requirements, including RTOs and RPOs.
- Lead regular disaster recovery exercises, tabletop tests, and recovery simulations, and track remediation activities to strengthen organizational readiness.
- Coordinate cross-functional response and recovery efforts during major incidents and continuity events, including escalation, communication, and post-incident improvement actions.
- Assess operational resilience risks across infrastructure, applications, processes, and third-party services, and drive mitigation plans for identified gaps or single points of failure.
- Post Secondary degree or diploma in Computer Science, Information Systems or a related field required.
- 7+ year’s leadership/management experience in an IT Operations or Infrastructure role.
- 10+ years of demonstrated hands-on experience in Production Operations or Support environment.
- Previous experience with IT Operations, Help Desk and Problem Management tools or procedures
- Understanding of the importance of process discipline as it relates to production operations.
- Understanding of ITIL process concepts (Incident, Problem, Request Fulfillment, Change, Knowledge Management) and ServiceNow
- Proven experience in incident identification, diagnosis, troubleshooting, resolution, and solution implementation
- Superior analytical, problem solving, critical thinking and decision-making skills required.
- A high degree of judgment and initiative is required for issue resolution.
- Excellent communication (verbal and written), interpersonal, presentation, customer service and relationship building skills.
- Proven track record in working with external consultants, senior business leaders, internal stakeholders and external vendors required; demonstrated ability in business partnering.
- Skilled at teamwork, innovation, adaptability, and decision making, along with a customer focus, results orientation, and business acumen.
- Project management experience.
- Experience in disaster recovery and building business continuity plans
- Proficiency with Microsoft Office Tools is a must
- Must have flexibility to work outside of regular business hours if/when required.
- A work environment built on teamwork, flexibility, and respect
- Competitive salary including bonus
- Health and dental benefits effective immediately
- Company pension plan with matched contribution
- Associate vehicle discount program
- Professional growth and development programs to help advance your career, as well as tuition reimbursement
- Fitness reimbursement
- Great company culture-Respect for people and continuous improvement is at our core
- Hybrid work environment
The anticipated annual base salary for this position is $110,086 - $140,360. The offered salary will be based on the candidate’s experience, knowledge, skills and qualifications.
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law.
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