Technical Operations Lead, MSP & Service Delivery

SASCU; Salmon Arm; Presencial; CAD 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Pension plan

Extended health and dental coverage

Flexible spending account

Paid time off (vacation, care time, PT

Career growth and training support

Descripción de la vacante

SASCU is seeking a Technical Operations Analyst to ensure the smooth day-to-day delivery of technology services in collaboration with managed service providers. You will monitor performance, support incident escalation, and contribute to governance processes to improve service quality and user experience.

The role emphasizes data-driven insights, clear reporting, and cross-functional coordination to align service delivery with business needs while maintaining audit readiness and a strong

Formación

• Post-secondary diploma in IT, business administration, or related field.
• 4–5 years of IT service coordination or IT operations experience.
• Familiarity with ITIL practices and service management tools.
• Experience with MSPs or outsourced IT environments an asset.
• Strong analytical, communication, and problem-solving skills.
• Detail-oriented with strong organizational skills; can manage multiple priorities.
• Commitment to continuous improvement and positive user experience.
• Strong customer service mindset with ability to build relationships.

Responsabilidades

• Ensure seamless day-to-day operational performance by acting as the primary liaison between SASCU and the MSPs.
• Monitors service desk performance and adherence to SLAs and escalation protocols to ensure service consistency and accountability from service partners.
• Tracks and analyzes service delivery metrics and trends to identify performance gaps and recommend actionable improvements.
• Prepares and supports service review meetings by providing clear insights, analysis, and recommendations.
• Maintains documentation related to service delivery, performance reports, and operational workflows to support reliable decision-making and audit readiness.
• Collaborates with internal teams to ensure service alignment with business needs, supporting smooth operations and a positive user experience.
• Supports the onboarding and integration of new vendor services to ensure transitions are well-coordinated and new services become fully operational with minimal disruption.

Conocimientos

Analytical skills

Communication skills

Problem-solving skills

Organizational skills

Customer service mindset

Educación

Post-secondary diploma (IT / Business Admin / related)

Herramientas

ITIL practices

Descripción del empleo

SASCU is seeking a Technical Operations Analyst to ensure the smooth day-to-day delivery of technology services in collaboration with managed service providers. You will monitor performance, support incident escalation, and contribute to governance processes to improve service quality and user experience.

The role emphasizes data-driven insights, clear reporting, and cross-functional coordination to align service delivery with business needs while maintaining audit readiness and a strong