Senior Manager - IT Operations

The Senior Manager – IT Operations is responsible for managing the organization’s live technology environment and ensuring the availability, reliability, security, performance, and support of IT infrastructure, networks, enterprise applications, cloud services, and end-user technology.

Working closely with the Operations Director, Chief Strategist – IT Operations, Vice President – Digital & Innovation, business functions, and technology providers, the role translates approved technology strategies and standards into operational plans, services, controls, and improvement initiatives.

• Develop and execute IT operational plans aligned with the approved IT strategy and technology roadmap.
• Translate architecture standards and technology priorities into practical implementation and service-management activities.
• Identify opportunities to improve availability, reliability, cybersecurity, user support, and operational efficiency.
• Recommend operational investments, resource requirements, system improvements, and lifecycle actions.
• Promote a culture of service excellence, security awareness, accountability, and continuous improvement.
• Provide operational input to technology strategies, transformation initiatives, and major business projects.

• Lead the daily operation of IT infrastructure, networks, cloud services, enterprise applications, collaboration platforms, and end-user technology.
• Manage the IT service desk, incidents, service requests, problems, changes, releases, and operational escalations.
• Monitor service availability, system performance, capacity, utilization, and technology-service quality.
• Ensure critical incidents are resolved promptly, root causes are identified, and corrective actions are implemented.
• Manage infrastructure maintenance, patches, upgrades, configurations, backups, and technology lifecycle activities.
• Operate cybersecurity controls including endpoint protection, vulnerability remediation, access management, security monitoring, and incident coordination.
• Maintain disaster-recovery, backup, restoration, and IT business-continuity capabilities.
• Manage technology vendors, telecommunications providers, software licenses, maintenance agreements, and outsourced IT services.
• Develop operational implementation plans for approved technology roadmaps and architecture recommendations.
• Ensure major technology changes are tested, approved, communicated, implemented, and reviewed.
• Maintain IT asset inventories, configuration records, system documentation, support procedures, and knowledge records.
• Provide technical and operational support to Digital & Innovation, Solutions & Partnerships, Operations, and other business functions.

• Establish and maintain IT operational policies, procedures, controls, service standards, and escalation processes.
• Monitor IT performance through service availability, SLA achievement, incident resolution, change success, security, and user-satisfaction measures.
• Ensure operational compliance with approved architecture standards, cybersecurity policies, data-protection requirements, and regulatory obligations.
• Maintain accurate service, incident, change, asset, access, vendor, and performance records.
• Identify operational technology risks and implement corrective, preventive, recovery, and continuity measures.
• Conduct periodic reviews of infrastructure resilience, capacity, security, lifecycle status, and operational readiness.
• Support internal and external audits and ensure agreed findings are addressed.
• Report IT performance, major incidents, operational risks, vendor concerns, and improvement progress to the Operations Director.

• Work with business functions to understand service requirements and resolve technology issues.
• Collaborate with the Chief Strategist – IT Operations on architecture standards, roadmaps, investments, and modernization priorities.
• Partner with the Vice President – Digital & Innovation on implementation and operational support for approved digital initiatives.
• Provide technical and operational input to Solutions & Partnerships during client-solution development.
• Build productive relationships with technology vendors, managed-service providers, and telecommunications providers.
• Communicate planned changes, service interruptions, risks, incidents, and improvement activities to stakeholders.
• Coordinate with GRC on technology risks, cybersecurity compliance, data protection, and audit requirements.
• Represent IT Operations in business-continuity, project, service-governance, and operational review meetings.
• Lead, coach, and develop the IT Operations team.
• Establish team objectives, work priorities, performance expectations, and service responsibilities.
• Ensure appropriate coverage, escalation arrangements, technical capability, and knowledge continuity.
• Promote professional development across infrastructure, networking, applications, cybersecurity, and IT service management.
• Foster collaboration,…