IT Operations Manager

JOHNSON SERVICE GROUP; Edmonton; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

Johnson Service Group is seeking an IT Operations Manager for a 1-year contract with a large Alberta utility, offering a hybrid work model with 2 days onsite per week. The role leads IT Applications operations, ensuring performance, stability, and continuous improvement, managing people, processes, technology, vendors, and service delivery to support business operations.

You will drive operational governance, incident and change management, and collaborate across architecture, cybersecurity,

Qualifications

• Minimum 5 years of experience as an IT Operations Manager.
• Minimum 2 years of leadership, supervisory, or management experience.
• ITIL, PMP, Agile, Lean, Six Sigma, or related certifications.
• Experience managing enterprise-scale operational environments.
• Experience leading organizational continuous improvement initiatives.
• Experience managing cross-functional teams and complex stakeholder environments.
• Proven ability to balance customer expectations with organizational objectives and operational constraints.
• Strong communication with stakeholders at all levels.
• Strong analytical skills with the ability to identify improvement opportunities.

Responsibilities

• Provide leadership to a team responsible for IT services delivery and continuous improvement.
• Ensure operational plans, priorities, budgets, and strategic direction.
• Build strong relationships with business stakeholders and ensure technology services support objectives.
• Ensure delivery of service quality, reliability, and customer satisfaction.
• Lead adoption, governance, and operation of current and emerging technologies.
• Collaborate with architecture, project delivery, cybersecurity, infrastructure, data, and business teams to align technology with enterprise objectives.
• Develop high-performing teams through coaching, development, retention, and engagement.
• Establish goals and accountability to drive performance and service excellence.
• Oversee incident response, service requests, system availability, and reliability.

Skills

IT Operations Mgmt

Leadership

ITSM

Vendor Management

Continuous Improvement

Budgeting

Stakeholder Mgmt

Agile/Six Sigma

Cross-functional Teams

Communication

Job description

Johnson Service Group (JSG) is currently looking for an IT Operations Manager with 5+ years of IT operations management experience, including enterprise-scale environments, IT service management, continuous improvement, and leading technology teams. This is a 1-year contract opportunity with a large utility organization in Alberta, with the potential for extension. The role follows a hybrid model, with 2 days per week onsite required.

Role Overview

JSG’s client is recruiting an IT Operations Manager. As the Manager, you will be accountable for the performance, stability, and continuous improvement of an assigned IT Applications operational area within Application Services. The successful candidate will provide leadership to a team of technology professionals responsible for delivering reliable, secure, and effective technology services that support business operations. You will be responsible for ensuring operational excellence through the effective management of people, processes, technologies, vendors, and service delivery practices. The role requires strong leadership skills, a customer-focused mindset, and the ability to balance operational priorities with strategic objectives.

Must Haves

• Minimum 5 years of experience as an IT Operations Manager


• Minimum 2 years of leadership, supervisory, or management experience


• ITIL, PMP, Agile, Lean, Six Sigma, or related certifications


• Experience managing enterprise-scale operational environments


• Experience leading organizational continuous improvement initiatives


• Experience managing cross-functional teams and complex stakeholder environments.


• Demonstrated experience with:




• IT service management principles and operational support practices


• Incident, problem, change, and service request management processes


• Managing operational teams and delivering technology services


• Stakeholder relationship management


• Vendor and contract management


• Operational governance, risk, and compliance requirements


• Budget planning and resource management


• Continuous improvement initiatives


• Cloud, on-premises, or hybrid technology environments


• Project and operational delivery methodologies


• Strong understanding of operational performance metrics, reporting, and service management frameworks.




• Proven ability to balance customer expectations with organizational objectives and operational constraints.


• Ability to communicate effectively with stakeholders at all organizational levels.


• Strong analytical skills with the ability to identify improvement opportunities and implement operational changes.

Nice to Haves

• Utilities industry experience


• Project management experience

Responsibilities

• Reporting to the applicable Associate Director, you will be accountable for, but not limited to:


• Providing input into operational plans, priorities, budgets, and strategic direction.


• Leading and managing a team responsible for the delivery, support, and continuous improvement of IT services and operational capabilities.


• Building strong relationships with business stakeholders and ensuring technology services effectively support operational and business objectives.


• Ensuring operational activities are planned, prioritized, and delivered with a focus on service quality, reliability, efficiency, and customer satisfaction.


• Providing leadership in the adoption, governance, and operation of current and emerging technologies that support organizational goals.


• Collaborating with architecture, project delivery, cybersecurity, infrastructure, data, and business teams to ensure technology solutions align with enterprise objectives.


• Ensuring deliverables of direct report positions are aligned, integrated, and measured using appropriate performance metrics.


• Creating and maintaining high-performing teams through employee development, coaching, engagement, succession planning, and retention initiatives.


• Establishing clear goals and accountability frameworks to drive team performance and service excellence.


• Ensuring the delivery of optimal operational results against established performance measures, including:




• Incident response and resolution


• Service request fulfillment


• System availability and reliability


• Customer satisfaction


• Operational efficiency


• Compliance and risk management




• Developing, implementing, and continuously improving operational processes, procedures, and standards to ensure compliance with organizational policies and regulatory requirements.


• Monitoring operational trends, identifying opportunities for improvement, and implementing effective solutions.


• Managing operational risks and ensuring appropriate controls are in place to maintain business continuity and service availability.


• Ensuring resources and workload are appropriately planned and managed to meet business requirements and operational commitments.


• Supporting operational and project initiatives by providing leadership, subject matter expertise, and resource planning.


• Overseeing vendor and contractor relationships to ensure service commitments and business expectations are achieved.


• Leading problem management and root cause analysis activities to prevent recurring issues and improve service performance.


• Ensuring customer issues and concerns are resolved promptly and professionally to foster positive stakeholder relationships.


• Promoting a culture of safety, accountability, collaboration, innovation, and continuous improvement.

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.