Senior Manager, IT Operations

Canada Infrastructure Bank; Toronto; On-site; CAD 120,000 - 180,000; Full time

Job summary

Canada Infrastructure Bank in Toronto seeks a Senior Manager, IT Operations to lead day-to-day IT operations, service desk, infrastructure, cybersecurity, disaster recovery, and vendor performance. You will manage a small team and collaborate with stakeholders to ensure reliable, secure technology services.

The role requires 10+ years in IT operations, 5+ years in cybersecurity, strong ITSM experience, and familiarity with Azure, Microsoft 365, networking, and cloud/hybrid environments.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 10+ years of progressive IT operations, infrastructure, or related roles.
• Experience leading IT operations in a risk-conscious environment, preferably in financial services or related sector.
• Strong ITSM, service desk, incident management, Azure, Microsoft 365, networking, and cloud environments.
• 5+ years cybersecurity experience; CISSP/CISM is an asset.
• Vendor management, contracts, and service-level oversight experience.
• Experience supporting audits, risk management, disaster recovery, and business continuity.
• Project delivery experience; PMP/PRINCE2 is an asset.

Responsibilities

• Lead day-to-day IT operations including service desk, infrastructure, incident management, cybersecurity operations, and MSP delivery.
• Develop and improve ITSM processes, procedures, and operating standards for reliable, secure technology services.
• Define, monitor, and report on SLAs, metrics, risks, and recurring issues.
• Manage IT operating expenses, vendor performance, contracts, renewals, and improvement plans.
• Support IT roadmap development by identifying operational improvements, risks, dependencies, and resources.
• Maintain cybersecurity controls, vulnerability management, and remediation tracking.
• Lead disaster recovery planning and regular business continuity exercises.
• Support internal/external audits with evidence and remediation tracking.

Skills

IT operations

ITSM

Azure

Microsoft 365

Networking

Hybrid cloud

Cybersecurity

Vendor management

Audits & compliance

Project delivery

Education

Bachelor’s degree or equivalent

Tools

Azure

Dynamics 365

Microsoft 365

Job description

Headquartered in Toronto, the Canada Infrastructure Bank (CIB) is responsible for investing in new infrastructure projects. The CIB’s mission is to work with provincial, territorial, municipal, federal, Indigenous and private sector investor partners to transform the way infrastructure is planned, financed and delivered in Canada.

The Senior Manager, IT Operations, is responsible for leading the day-to-day operations of the CIB’s IT function. Reporting to the VP, IT, this role ensures reliable service delivery, effective vendor and managed service partner performance, disciplined ITSM practices, and strong operational controls across infrastructure, service desk, cybersecurity operations, disaster recovery, and business continuity. The role manages approximately two internal team members and works closely with business stakeholders, application management, project delivery teams, and external partners.

Your responsibilities include:

• Lead day-to-day IT operations, including service desk, infrastructure, incident management, cybersecurity operations, and managed service partner delivery
• Develop, maintain, and improve ITSM processes, procedures, and operating standards that support reliable, secure, and efficient technology services
• Define, monitor, and report on service-level objectives, operational metrics, risks, and recurring issues
• Manage IT operating expenses, vendor performance, contracts, renewals, and service improvement plans within approved budgets
• Support the ongoing development and execution of the IT roadmap by identifying operational improvements, risks, dependencies, and resource requirements
• Maintain and improve cybersecurity controls and operational security practices, including oversight of vulnerability management, penetration testing, awareness training, and remediation tracking
• Maintain the IT Disaster Recovery Plan and lead regular business continuity and disaster recovery exercises to validate plans, procedures, and readiness
• Support internal and external audit activities by providing evidence, coordinating responses, and tracking remediation actions
• Develop and deliver clear IT communications, end-user guidance, and organization-wide training where required
• Work with Application Management and Project Management teams to ensure technology initiatives are operationally ready, delivered to specification, and transitioned effectively into support
• Occasional travel to CIB offices in Calgary and Montréal may be required

Your ideal profile:

• Bachelor’s degree or equivalent work experience
• 10+ years of progressive experience in IT operations, infrastructure, service delivery, or related technology roles
• Experience leading IT operations in a structured, risk-conscious environment, preferably in financial services, investments, asset management, or a comparable sector
• Strong working knowledge of ITSM practices, service desk operations, incident management, Azure administration, Microsoft 365, networking, and cloud-first or hybrid environments
• 5+ years of cybersecurity-related experience; CISSP, CISM, or equivalent certification is an asset
• Experience managing vendors, managed service providers, budgets, contracts, service levels, and operational performance
• Experience supporting audits, risk management, disaster recovery, business continuity, and operational control activities
• Experience working in a growing or transforming organization, including process improvement, technology change, or operational maturity initiatives
• Project delivery experience; PMP, PRINCE2, or equivalent certification is an asset
• Experience with Microsoft Dynamics 365 CRM, Dynamics 365 Business Central, Artificial Intelligence, or Machine Learning is an asset
• Strong judgment, discretion, and professionalism when handling confidential or sensitive matters
• Clear written and verbal communication skills, with the ability to translate technical matters for business stakeholders
• Strong organization, planning, collaboration, and problem-solving skills

We thank you for your interest. Only those selected for further screening or an interview will be contacted.

Don’t forget to follow us on LinkedIn and on X (formerly Twitter) @cib_en or @bic_fra.

At the CIB, we are committed to diversity and equitable access to employment opportunities. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know at [e-mail] and we will work with you to meet your needs.

For more information on our company, visit www.cib-bic.ca.