Manager, Infrastructure & Client Services

Manager, Infrastructure & Client Services

Trans Mountain Corporation operates Canada’s only pipeline system transporting oil products to the West Coast. We deliver approximately 890,000 barrels of petroleum products each day through a dual pipeline system of more than 1,150 kilometres of pipeline in Alberta, British Columbia and Washington state. Trans Mountain also operates a state-of-the-art loading facility, Westridge Marine Terminal, with three berths providing tidewater access to global markets.

As a federal Crown corporation, Trans Mountain continues to build on more than 70 years of experience delivering operational and safety excellence through our crude oil pipeline system. With our expanded pipeline system now in place, Trans Mountain provides enhanced direct access for Canadian crude oil to world markets. The expansion realizes a world‑class system for oil transport, developed to Canada’s high standards within one of the most stringent regulatory regimes in the world, creating long‑term economic benefits, enhanced marine protection, enhanced safety and emergency management capabilities, and enhanced skilled‑worker capacity building in communities and Indigenous groups.

Trans Mountain is seeking a collaborative, motivated, and values driven individual to join our dynamic team as Manager, Infrastructure & Client Services. In this position, you will play a key role in being accountable for deploying, maintaining and evolving core technology platforms and information assets to meet all operating requirements, while delivering unsurpassed end user technology support.

Key Responsibilities

• Modernize core infrastructure (server, storage, network and cloud) to deliver secure, scalable and resilient solutions that enable business outcomes.
• Identify and prioritize improvement opportunities that deliver business value and reliable core services while developing and executing asset and technology lifecycle plans and owning the roadmap for core systems, including solutions that support pipeline operations.
• Continuously assess the environment and identify and remediate gaps in technology, processes and capabilities.
• Provide overall leadership to the Infrastructure and Client Services teams by creating a high‑performing, accountable organization through mentorship, clear expectations, and the structure and resources needed to deliver consistent operational performance and service excellence.
• Provide leadership on foundational capabilities required to operate functional areas.
• Lead the Client Services team, ensuring that Service Desk, Deskside Support and Field Support provide the business with value.
• Ensure an unsurpassed customer experience with resulting feedback metrics.
• Create required data analysis, processes and systems to ensure peak performance and continuous improvement.
• Standardize user experience across devices, meeting rooms and support channels.
• Enhance backup and recovery capabilities to align with leadership expectations.
• Update, maintain and test the IT Disaster Recovery Plan, and execute annual tabletop exercises.
• Contribute to the company Business Continuity Plan and Emergency Management requirements and ensure technology solutions meet cyber security standards and regulatory requirements.
• Work closely with business partners to understand business needs and future capabilities required; work with architecture team to design solutions that meet the business needs.
• Manage project managers to ensure projects are delivered on time and at budget, while ensuring effective transition to operations of projects.
• Document and enhance foundational processes to operate Infrastructure and Client Services area, with a focus on core business services.
• Ensure processes are effective, meet organizational and leadership expectations, enable compliance with relevant policies and regulatory requirements, and support process maturity through the continued integration of ITIL and other key framework principles into daily operations.
• Establish key performance indicators (KPIs) and key risk indicators (KRIs) to improve visibility in the area’s work and identify and reduce risks that could impact the company and team.
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