IT Operations Manager

Alquemy Search & Consulting; Edmonton; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

Alquemy Search & Consulting is seeking an IT Operations Manager for Application Services in Edmonton. Hybrid role with 2 days onsite at the downtown Edmonton Head Office.

The role leads 3-8 direct reports and focuses on performance, stability, and continuous improvement of assigned IT applications. The candidate should bring a degree in CS/Engineering or a related diploma, 5+ years in IT ops or service delivery, and 2+ years in leadership.

Qualifications

• Leadership and management experience in IT operations
• Experience delivering technology services in cloud/on-premises/hybrid environments
• Strong knowledge of ITSM principles and incident/problem/change management
• Experience with vendor/contract management and stakeholder relations
• Budgeting, resource management, and governance experience
• Ability to drive continuous improvement across teams and processes
• Experience with metrics, reporting, and service management frameworks

Responsibilities

• Lead and support technical professionals delivering reliable, secure, and effective technology services.
• Oversee performance, stability, availability, and operational support of assigned applications.
• Develop and support operational plans, budgets, and input into strategy.
• Manage people, processes, technologies, vendors, and service delivery.
• Build and maintain relationships with business stakeholders.
• Monitor service quality, reliability, customer satisfaction, and operational performance.
• Support technology governance and operational requirements.
• Collaborate with architecture, project delivery, cybersecurity, infrastructure, data, and business teams.
• Plan resources and workload across the assigned team.

Skills

Leadership

IT Operations

ITSM

Stakeholder management

Budgeting

Vendor management

Cloud/Hybrid

Metrics & reporting

Communication

Education

Bachelor's degree in Computer Science or Engineering

Diploma in Computer Engineering/System Technology

Tools

ServiceNow

Incident/Change/Problem mgmt tools

Job description

IT Operations Manager – Application Services

Location: Edmonton, AB

Work Arrangement: Hybrid - 2 days per week onsite at the downtown Edmonton Head Office

Duration: 1 year with potential for extension

We are seeking an experienced IT Operations Manager – Application Services to lead a technical team responsible for the performance, stability, reliability, and continuous improvement of assigned IT applications.

This role reports to the Associate Director, Application Services and provides leadership across application operations and service delivery in on-premises, cloud, and COTS environments.

The successful candidate will lead approximately 3-8 direct reports, depending on the assigned team. The hiring team is casting a wide net and is not looking for a specific operational area or technology stack. Team assignments may vary based on the candidate’s strengths and experience.

Key Responsibilities

• Lead and support technical professionals delivering reliable, secure, and effective technology services.
• Oversee the performance, stability, availability, and operational support of assigned applications.
• Develop and support operational plans, budgets, and input into strategy.
• Manage people, processes, technologies, vendors, and service delivery.
• Build and maintain relationships with business stakeholders.
• Monitor service quality, reliability, customer satisfaction, and operational performance.
• Support technology governance and operational requirements.
• Collaborate with architecture, project delivery, cybersecurity, infrastructure, data, and business teams.
• Track and report on operational metrics, including incidents, service requests, system availability, customer satisfaction, efficiency, and compliance.
• Coach and develop team members while supporting engagement, succession, and retention.
• Support operational process, procedure, and standards improvements.
• Manage operational risk and business continuity requirements.
• Plan resources and workload across the assigned team.
• Support projects and operational delivery as required.
• Manage vendors and contractors.
• Participate in problem management and root cause analysis.
• Address and resolve customer issues.
• Promote accountability, collaboration, innovation, and continuous improvement.

Required Qualifications

• Degree in Computer Science or Engineering, or a diploma in Computer Engineering/System Technology.
• Minimum 2 years of leadership, supervisory, or management experience.
• Minimum 5 years of experience in an IT operational, support, application, data, or service delivery environment.
• Experience leading operational teams and delivering technology services.
• Knowledge of ITSM principles and operational support.
• Experience with incident, problem, change, and service request management.
• Experience managing stakeholder relationships.
• Experience with vendor and contract management.
• Experience with operational governance, risk, and compliance.
• Experience with budget and resource management.
• Experience supporting continuous improvement.
• Experience working across cloud, on-premises, and/or hybrid environments.
• Familiarity with project and operational delivery methodologies.
• Strong experience with metrics, reporting, and service management frameworks.
• Strong communication, collaboration, influencing, coaching, mentoring, analytical, and decision-making skills.

Preferred Qualifications

Experience or certifications in areas such as:

• ITIL
• PMP
• Agile
• Lean
• Six Sigma

Experience in enterprise-scale operational environments, organizational continuous improvement, cross-functional teams, and complex stakeholder environments is also desirable.

Some project management experience is an asset but is not required.