Manager, Centre of Expertise, Business Relations

Radio-Canada; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading public broadcaster in Toronto seeks an experienced Manager for the Centre of Expertise in Business Relations. This hybrid role involves leading diverse IT support teams, ensuring exceptional service delivery, and fostering an inclusive work environment. Candidates should have over 5 years of management experience in IT and a strong focus on equity and inclusion. Excellent communication and conflict resolution skills are vital. Salary package includes various benefits.

Qualifications

• Minimum 5 years of experience managing technical teams in IT or media.
• Demonstrated success in building diverse teams focused on equity.
• Excellent communication skills for navigating difficult situations.

Responsibilities

• Lead and mentor IT support teams.
• Oversee daily IT operations and ensure user satisfaction.
• Manage budgets and resources effectively.

Skills

Leadership

Communication

Conflict resolution

Technical operations management

Equity and inclusion focus

Job description

Overview

Position Title: Manager, Centre of Expertise, Business Relations (T & I) (Telework / Hybrid)

Status Of Employment: Permanent

Position Language Requirement: English

Language Skills: English (Reading), English (Speaking), English (Writing)

Work at CBC / Radio-Canada

At CBC / Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance.

This is a hybrid position with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines.

Your Mandate

Reporting to the Senior Manager, Centre of Expertise, we are seeking an experienced, inclusive and people focused Manager, Centre of Expertise, Business Relations for our English Services IT team. This role is ideal for an experienced leader who values collaboration, diversity, equity and accessibility—and who understands the power of technology in connecting people and ideas. If you believe in fostering an environment where every individual feel supported, respected and empowered to thrive, this opportunity is for you.

As Manager, you will champion a culture of openness, belonging and trust, ensuring that your team provides exceptional, user-focused IT support to a broad and diverse workforce. You will guide and develop a team of IT professionals, ensuring that service delivery meets the highest standards of accessibility, efficiency and empathy.

As Manager, Centre of Expertise, Information Support, English Services, you will :

Leadership and Team Development

• Lead, mentor and inspire a diverse team of IT support professionals, fostering an inclusive environment where all voices are heard, respected and valued.
• Recruit, develop, and retain top talent, building a team that reflects the communities we serve.
• Promote professional growth by setting clear goals, providing constructive feedback and supporting ongoing training and development opportunities.
• Champion mental wellbeing, psychological safety, and equitable treatment for all team members.

Service Delivery & Operational Excellence

• Oversee daily operations of the IT help desk, ensuring timely, efficient, and accessible support for all users within English Services.
• Ensure resources are adequately applied for large initiatives such as PC refresh, Olympics and special events as required, with a focus on user satisfaction and continuous improvement.
• Establish clear processes for incident management, problem resolution, and escalation, ensuring clarity, fairness and consistency in service delivery.
• Monitor performance metrics and leverage data to improve quality, cost-effectiveness, and customer satisfaction across a diverse user base.
• Embed accessibility into every aspect of IT support, ensuring that solutions are user friendly for all people of all abilities.

Collaboration & Strategic Initiatives

• Partner with the Senior Manager, Centre of Expertise, and other stakeholders to continuously improve IT support processes.
• Contribute to major technology initiatives and innovation projects, ensuring knowledge transfer and team readiness for new systems and tools.
• Build strong relationships across departments to understand diverse user needs and deliver solutions that enhance user experience.

Budget, Resource & Project Management

• Manage budgets, schedules and resources effectively, balancing operational needs with strategic priorities.
• Ensure responsible allocation of resources to maintain service quality and support an inclusive and productive work environment.
• Monitor the performance of support service activities, proactively identifying areas for improvement and making recommendations to elevate support quality and prevent future challenges.
• Experience leading workforce transformation initiatives and managing large scale change projects that impact multiple business areas, ensuring smooth transitions, minimal disruption and strong stakeholder engagement.

You Possess

• Minimum 5 years of experience managing technical teams in IT or other media environments.
• Demonstrated success in building and leading diverse teams with a strong focus on equity, inclusion and accessibility.
• Familiarity with the media and news production environment, including an understanding of its fast-paced nature, tight deadlines and the critical role technology plays in supporting content creation and distribution.
• Excellent communication and interpersonal skills, with the ability to connect with people at all levels of the Corporation, external and internal clients, demonstrating high-quality written and oral communication skills and diplomacy to effectively navigate and resolve difficult situations with care, respect, and integrity.
• Proven ability to manage technical operations, including service desk functions, incident resolution, and change management.
• Strong communication and interpersonal skills, with the ability to influence, negotiate, and resolve conflicts with empathy and diplomacy.
• Deep understanding of accessibility standards, inclusive technology practices and customer service excellence.
• Proven ability to manage and resolve conflicts constructively, fostering open dialogue and maintaining positive, respectful relations within diverse and unionized teams.
• Familiarity with unionized environments and solid experience managing HR-related matters, including performance, employee relations and team development.
• Ability to collaborate with remote and on-site teams across multiple locations in Canada.
• Ability to travel within Canada as needed.

Candidates may be subject to skills and knowledge testing.

We thank all applicants for their interest, but only candidates selected for an interview will be contacted.

As part of our recruitment process, candidates who advance to the next step will be asked to complete a background check. This includes :

• A mandatory Criminal record check.
• Other background checks may be conducted based on the operational requirements of the position.

CBC / Radio-Canada is committed to being a leader in reflecting our country's diversity. That's because we can only create and tell the stories that connect Canadians, by having a workforce that mirrors the ever-changing makeup of our country. That's why we, as an employer, value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and pervade all the services we provide as Canada's public broadcaster. For more information, visit the Diversity and Inclusion section of our website. If you have accommodation needs at this stage of the recruitment process, please inform us as soon as possible by sending an e-mail to

You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our corporate website. All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on conflicts of interest. In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.

Primary Location: Broadcast Centre 205 Wellington St. W., Toronto, Ontario, M5V 3G7

Number Of Openings: Full time