IT Operations Manager: Service Desk & Vendor Leadership

Hamilton Insurance Group, Ltd.; Hamilton; On-site; CAD 110,000 - 160,000; Full time

Job summary

The City of Hamilton is seeking a Manager, IT Operations to provide strategic and operational leadership for the IT Service Desk and contract/vendor management functions. The role focuses on service excellence, end-user support, and disciplined lifecycle management of technology contracts, reporting to the Director of Information Technology.

As a member of the IT Management Team, you will translate priorities into clear plans, strengthen accountability, and build trusted relationships across

Qualifications

• University degree in Computer Science, Information Systems, Business Administration or related field, or equivalent.
• Minimum ten years of IT experience including at least five years in a management role.
• Strong ITSM knowledge; ITIL certification is an asset.
• Experience leading IT operations, service delivery and vendor relationships.
• Experience managing employees in a unionized environment and in workforce planning.
• Ability to lead organizational change and build high-performing teams.
• Experience developing and managing operating and capital budgets and forecasts.
• Proven ability to develop and execute strategic and operational plans.
• Excellent written and verbal communication and stakeholder relationship skills.
• Must possess and maintain a valid Ontario Class G Driver's Licence.

Responsibilities

• Lead IT Operations with priorities, service expectations and performance outcomes.
• Develop operating plans addressing demand, capacity, lifecycles, finances and risk.
• Advise IT leadership on performance, risks, vendor dependencies and priorities.
• Lead Service Desk and end-user support, with service level accountability.
• Oversee IT Contract & Vendor Management lifecycle from procurement to closeout.
• Plan workforce capacity, recruitment, scheduling and development.
• Develop policies and controls for IT operations, assets, security and compliance.
• Ensure governance, financial stewardship and delivery of measurable outcomes.

Skills

IT leadership

ITSM knowledge

Vendor management

Budgeting & forecasting

Strategic planning

Team leadership

Executive communication

Change management

Project management

Negotiation & vendor relations

Education

University degree in CS/IS/BA or related

Job description

The City of Hamilton is seeking a Manager, IT Operations to provide strategic and operational leadership for the IT Service Desk and contract/vendor management functions. The role focuses on service excellence, end-user support, and disciplined lifecycle management of technology contracts, reporting to the Director of Information Technology.

As a member of the IT Management Team, you will translate priorities into clear plans, strengthen accountability, and build trusted relationships across