Retail IT Operations Lead

Canadian Tire Financial Services; Toronto; On-site; CAD 79,000 - 131,000; Full time

Benefits offered by this job

Comprehensive benefits

Performance incentives

Continuing Education Programs

Product discounts

Career growth opportunities

Broadband

Job summary

Canadian Tire Financial Services is seeking a Manager, RSSD to provide day-to-day operational oversight of RSSD and lead a multi-site service delivery team. You will own service desk performance, staffing, ticket flow, SLA achievement, and the escalation processes across incident, request, email, voicemail, and chat channels.

You will drive improvements, manage workforce planning, reporting to leadership, and coordinate with infrastructure, product, and external vendors to restore and maintain

Qualifications

• Bachelor's degree in Business, IT, CS, or a related field.
• 10+ years of progressive leadership experience in retail technology, IT operations, service management, or contact center environments.
• 5+ years leading large operational teams, including service desk, call center, incident management, or technology support functions.
• Strong understanding of ITIL, service management, incident response, problem management, and operational governance.
• Demonstrated ability to lead large-scale operational transformations while maintaining service stability and stakeholder confidence.

Responsibilities

• Provide day-to-day operational oversight of RSSD and own service desk performance, staffing, ticket flow, queue management, and SLA achievement.
• Ensure effective management of incident, request, email, voicemail, and chat support channels.
• Manage after-hours escalation processes and operational coverage requirements.
• Lead contact center agents, supervisors, team leads, analysts, and specialized support functions.
• Manage hiring, onboarding, scheduling, coaching, performance management, and workforce planning.
• Drive operational improvements, monitor service metrics (SLA, FCR, backlog), and review trends to establish corrective actions.
• Provide regular reporting and performance updates to leadership; serve as the operational source of truth for RSSD metrics.
• Coordinate with Store Operations, Infrastructure, Product Teams, and external vendors to restore services.
• Support training, knowledge management, quality assurance processes, and self-service knowledge base maturity.

Skills

Leadership

Executive communication

Stakeholder management

Vendor management

ITIL knowledge

Change management

Education

Bachelor's degree in Business, IT, CS, or related field

Job description

Canadian Tire Financial Services is seeking a Manager, RSSD to provide day-to-day operational oversight of RSSD and lead a multi-site service delivery team. You will own service desk performance, staffing, ticket flow, SLA achievement, and the escalation processes across incident, request, email, voicemail, and chat channels.

You will drive improvements, manage workforce planning, reporting to leadership, and coordinate with infrastructure, product, and external vendors to restore and maintain