Manager, Network & Telecom Operations

LCBO; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

LCBO is seeking a Network & Telecom Operations Manager for a hybrid role. This pivotal position entails overseeing the Network and Telephony services across all LCBO locations, ensuring optimal service delivery, technology assessment, and team leadership. Candidates should possess deep expertise in networking, team management, and budget control, bringing a proactive approach to technology integration and service excellence.

Qualifications

• 5-7 years' experience managing large teams.
• 7+ years' experience in network and routing on-prem and in the cloud.
• Experience in a unionized environment.

Responsibilities

• Lead evaluation and planning for networking and telephony technologies.
• Establish service delivery excellence and manage external technology partners.
• Develop hardware and software maintenance plans.

Skills

Networking Technologies

Telephony Technologies

Project Management

Team Leadership

Budget Management

Education

University or College degree in Computer Science, Engineering, or related field

Tools

Cisco products (ACI, Switching, Routing, Firewalling)

Firewall solutions (Cisco, Palo Alto, Fortinet)

Azure

AWS

GCP

IBM Skytap

Job description

Job Posting Description:

Manager, Network & Telecom Operations

This is a hybrid role #LI-Hybrid

Reporting into the Senior Manager, Infrastructure Platform Services, the Network & Telecom Operations Manager is responsible for planning, managing, increasing adoption, delivering, and supporting the enterprise level Network and Telephony services including enterprise data center hardware, and on-prem and cloud infrastructures throughout the lifecycle of these services to ensure optimum value to our users for all LCBO locations; LCBO Head office and Regional Offices, LCBO distribution centers (GTA, London, Ottawa, Thunder Bay and Durham) and 700+ Retail locations across Ontario.

About the Role

Strategy & Planning (35%)

• Lead the identification and evaluation of networking & telephony technologies working with Senior Manager to shape the Network and Telephony roadmaps, applying latest trends, use in-depth knowledge and user insights to lead the development of forward-looking roadmap.
• Establish Service Delivery excellence by overseeing and ensure the execution of Network and Telephony Technology practices, maintaining the quality and viability of applications and tools.
• Oversee the activities of teams responsible for Network and Telephony operations, Level 3 Support, Asset Management, Contract management and Project execution.
• Manage external technology partners, ensuring their performance aligns with LCBO's goals.
• Standardize and oversee Network and Telephony Computing policies, tools, evaluation metrics and interactions with other internal and external groups.
• Accountable for ensuring LCBO’s Networking and Telephony services is current and maintained.
• Manage the partnership with the architecture team to maintain Network and Telephony computing architecture documentation.
• Develop and deliver business cases for Network and Telephony Technology programs and supporting peers in other IT groups with their business cases.
• Stay current on new Network and Telephony technology trends and establish a technology evaluation rhythm based on upcoming solution needs motivated by business and programs.

Service Delivery & Solutions (35%)

• Develop hardware and software maintenance plans along with technology refresh schedules and version standards.
• Accountable for all Network and Telephony Technology hardware and software assets. Establish and maintain asset tracking for both hardware and software assets. Ensure all services agreements are documented and updated as services changes.
• Promote execution with an emphasis on iterations and deliverables, quality, velocity, and communication.
• Manage a team of both in-sourced and out-sourced resources to support LCBO’s Network and Telephony Technology Services daily operations.
• Establish, maintain operational SLO’s/Service level agreements in-conjunction with LCBO’s service management teams.
• Monitors expectations of performance for 3rd party partners to ensure they are meeting LCBO’s support requirements and Service level agreements.
• Assess new technologies to increase Network and Telephony Technology platform.

Leadership & People Development (20%)

• Manages a customer-centric Quality Services team, delivering excellence and supporting personal and team growth while removing obstacles for success.
• Plans, organizes the activities and staffing requirements of the department; lead selection committees and selects candidates for onboarding.
• Lead the development of training and succession plans and seek input from team members to enhance technical, analytical, and business capability across the team.
• Continue scaling a specialized engineering team by working with a team of Engineering Managers to refine hiring, onboarding, and development processes.

Project & Financial Responsibility (10%)

• Accountable for Network and Telephony Technology Infrastructure budgeting and support of overall IT budgeting
• Work with finance and accounting and PMO on IT financial forecasting.
• Work with Internal and External auditors on PCI and ITGC Audits
• Develop the analysis of financial, capital budgets to identify insights or opportunities/areas of improvement, determine strategic and financial impacts, and recommend applicable plans.
• Monitor and report on all capital budgets for Network and Telephony capability areas.
• Prepares and issues Request for Proposals (RFP's) and Request for Quotations (RFQ's) for the procurement and renewal of hardware, software, and professional services. Evaluate responses and negotiate vendor contracts, Statement of Work together with Vendor management, Purchasing or Legal.

About You

• University or College degree in a technical degree such as Computer Science, Engineering, Math or (LOB) Systems
• Experience Networking and telephony Technologies, practices, and service-related support
• Experience (5-7 years) in managing large teams and other people leaders.
• 7+ years’ experience with network and routing on prem and cloud between multiple data centers.
• Experience with the public sector and managing a unionized environment
• Demonstrated leadership of direct and indirect teams and all the associated leadership and mentoring skills.

Preferred

• Industry knowledge of Systems set processes and technologies.
• Operational management experience.
• Experience with Cisco products (ACI, Switching, Routing and Firewalling)
• Experience with Firewalls (Cisco, Palo Alto, Fortinet)
• Experience with Cisco Meraki
• Experience with Wireless Solutions
• Data Center Experience running Active/ Active setup.
• Load Balancing experience (F5)
• Experience with VOIP and PBX solutions (Telus, Avaya, Cisco)
• Experience with Azure, AWS, GCP and IBM Skytap cloud services
• ITIL

There is a world of opportunities at the LCBO…

Join an organization where you can be challenged while achieving your true potential. A place where you can make a positive impact supporting Ontario business and communities. Discover a safe, healthy, diverse, inclusive, and accountable workplace where your wellbeing is our top priority. At the LCBO, your contributions are respected and valued. Be part of our journey as we invest in people and technology to transform an organization. There really is a world of opportunities at the LCBO.

We foster a culture of inclusion and belonging, so everyone feels valued, respected, and heard. The LCBO is an equal opportunity employer and committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act. If contacted for an interview or employment opportunity, please advise if you require an accommodation.

Please submit your resume via Workday by 11:59pm on the deadline date. We appreciate your interest and advise that only those selected for an interview will be contacted.

Work Hours:

36.25

Union / Non-Union:

Non-Union

Job Posting End Date:

June 3, 2025

The LCBO is an equal opportunity employer and committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.