Director of IT Operations & Projects

Thorens Inc.; Laval; Hybrid; CAD 110,000 - 130,000; Full time

Benefits offered by this job

Wellness account

Employee Share Purchase Plan (ESPP)

Job summary

Thorens Inc. is seeking a System Administrator (Infra) to own client accounts through the full lifecycle, manage tickets, and oversee datacenter operations in a hybrid Montreal/remote setting.

You will coordinate onboarding, scoping, and technical reviews, translating requirements into actionable work orders and ensuring SLA adherence. The role demands hands-on hardware, ITSM tooling, and cross-functional collaboration to prevent gaps between technical and commercial teams, while guiding junior

Qualifications

• 3+ years of experience in datacenter operations or technical infrastructure.
• Direct client-facing experience in a technical role.
• Hands-on familiarity with server hardware, structured cabling, power distribution, and remote hands.
• Proficiency with ITSM/project tooling: Jira, ServiceNow, Zendesk, or equivalent.
• Experience owning project budgets, SOWs, or vendor purchase orders.
• Proven ability to manage and develop a small technical team.
• Strong written and verbal communication.

Responsibilities

• Act as the primary technical point of contact for assigned client accounts throughout the project lifecycle.
• Lead client onboarding, scoping calls, and technical review meetings.
• Translate client requirements into actionable work orders and internal tickets.
• Manage SLA commitments, report on delivery status, and handle escalations directly.
• Build long-term relationships that reduce churn and increase account expansion.
• Own the full ticket lifecycle in Jira, ServiceNow, or equivalent ITSM platform.
• Create, assign, prioritize, and close tickets with clear documentation at every stage.
• Track multi-workstream projects across planning, procurement, deployment, and sign-off.
• Identify blockers early and coordinate cross-functional resolution without escalating everything upward.
• Maintain a live project dashboard that clients and internal stakeholders can rely on.
• Oversee on-site and remote-hands work: server rack/stack, hardware break-fix, cabling, power, and cooling.
• Review and validate work orders for technical accuracy before client-facing delivery.
• Coordinate with vendors and hardware suppliers on procurement, lead times, and RMA logistics.
• Ensure adherence to datacenter safety, change management, and access protocols.
• Provide technical guidance to junior technicians and contractors on-site.
• Track project budgets, flag overruns, and submit change orders when scope shifts.
• Review vendor invoices and validate against approved work orders.
• Assist in preparing quotes and SOWs for new client engagements.
• Maintain procurement records and ensure contract compliance for hardware and services.
• Manage a team of technicians and/or project coordinators remotely that work onsite.
• Set weekly priorities, conduct 1:1s, and run shift/resource planning.
• Build and maintain SOPs, runbooks, and onboarding materials for repeatable processes.
• Identify skill gaps and work with leadership on training and hiring plans

Skills

Client-facing

Server hardware

ITSM tools

Project coordination

Communication

Tools

Jira

ServiceNow

Zendesk

Job description

Thorens Inc. is seeking a System Administrator (Infra) to own client accounts through the full lifecycle, manage tickets, and oversee datacenter operations in a hybrid Montreal/remote setting.

You will coordinate onboarding, scoping, and technical reviews, translating requirements into actionable work orders and ensuring SLA adherence. The role demands hands-on hardware, ITSM tooling, and cross-functional collaboration to prevent gaps between technical and commercial teams, while guiding junior