Manager, IT Operations , Information Technology

Manager, IT Operations , Information Technology

Position No.: JOBPOST-

Salary: $ 90,389 - $ 112,681 per year

Reporting to the Director, Infrastructure, the Manager, IT Operations manages and coordinates the planning, implementation, and continuous operation of on-premises and cloud-based network, server, and storage systems. The incumbent oversees the incident management framework and cybersecurity response protocols to secure University data, while utilizing project management methodologies to ensure fiscal accountability for the departmental budget.

IT Infrastructure & Operations - 35%

• Oversees the planning, implementation, and management of highly available network, server, and storage infrastructure, including university cloud services.
• Ensures the continuous 24/7 operation of institutional Information Technology services for both on-premises and cloud-based delivery models.
• Manages the incident management framework and cyber security response protocols, in consultation with the management team, to ensure rapid resolution of operational issues for the university and its partners.
• Accountable for the reliability and security of infrastructure services, ensuring that after-hours and weekend coverage meets institutional service standards.
• Facilitates the deployment of creative technical solutions to resolve complex system issues across all university departments and partner organizations.

Strategic Planning & Initiatives - 20%

• Manages the research and evaluation of technology-based solutions in collaboration with the Director, Infrastructure Portfolio, to meet the evolving needs of the university.
• Oversees the development and implementation of technology-based solutions to support the needs of academic research, secure storage, and administrative functions across the University and its partners.
• Collaborates with the Director, IT Infrastructure to develop strategies, innovative architectures, business analysis, and case development to solve existing and future service requirements.
• Proposes and aligns departmental improvement projects with the University’s Strategic Plan, monitoring progress to ensure successful outcomes and goal achievement.
• Facilitates the integration of technology solutions that support specialized sectors, including health services and external partner requirements.

Customer & Stakeholder Relations - 20%

• Negotiates binding Service Level Agreements (SLA) and contracts to meet and exceed requirements while ensuring overall University and partner client satisfaction.
• Oversees the ongoing evaluation of service quality and client satisfaction, utilizing trouble ticket system data and feedback metrics to drive continuous improvement.
• Facilitates collaborative partnerships with internal and external stakeholders, community groups, and organizations to align university program objectives and foster partnerships across the continuum of service delivery.
• Represents the department on various institutional committees and working groups, providing technical expertise to support cross-functional decision-making.
• Ensures the seamless integration of services across the university and its partners to foster a unified and high-quality user experience.

Budget Development & Management - 15%

• Reviews and revises departmental policies and procedures to ensure the effective and consistent delivery of institutional Information Technology services.
• Manages the development and proposal of the annual operating budget, ensuring alignment with institutional capital allocations and equipment life cycles.
• Oversees the application of project management methodologies to short-term and long-term university initiatives to ensure fiscal and technical accountability.
• Negotiates with external vendors and contractors to…