Operations Manager

Raas Infotek; Calgary; On-site; CAD 110,000 - 150,000; Full time

Job summary

Raas Infotek is seeking a Manager of IT Operations to lead a team responsible for delivering and improving IT services in a complex enterprise environment. You will partner with architecture, project delivery, cybersecurity, and business teams to align technology solutions with strategic objectives.

The role focuses on service quality, reliability, and continuous improvement, with emphasis on governance, risk, and cost management across on-site operations in Calgary.

Qualifications

• Degree in Computer Science/Engineering or Diploma in Computer Engineering/System Technology from a recognized post-secondary institution.
• Demonstrated leadership, supervisory, or management experience.
• Experience in IT operational, support, application, data, or service delivery environment.

Responsibilities

• Provide input into operational plans, priorities, budgets, and strategic direction.
• Lead and manage a team delivering IT services and operational capabilities.
• Build relationships with business stakeholders to ensure services support objectives.
• Ensure service quality, reliability, efficiency, and customer satisfaction.

Skills

Leadership

Stakeholder management

Communication

mentoring / coaching

Decision making

Education

Degree in Computer Science/Engineering

Diploma in Computer Engineering/System Technology

Tools

ITIL certifications

PMP / Agile / Lean / Six Sigma

Job description

Role: Manager, IT Operations

Location: Calagry, AB / Onsite

Job Descriptions:

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
• System availability and reliability
• 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.

Qualification:

• Degree in Computer Science/Engineering or Diploma in Computer Engineering/System Technology from a recognized post-secondary institution
• Leadership, supervisory, or management experience.
• Experience within an IT operational, support, application, data, or service delivery environment.

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
• Cloud, on-premises, or hybrid technology environments
• Project and operational delivery methodologies
• Strong understanding of operational performance metrics, reporting, and service management frameworks.
• Excellent verbal and written communication skills.
• Strong interpersonal, collaboration, and influencing skills.
• Demonstrated ability to mentor, coach, and develop employees.
• 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.
• Ability to work independently and make sound business and operational decisions in a dynamic environment.
• 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.
• Some project management experience would be desirable but not required.