Manager, IT Operations & Services

Our public sector client is looking for a Manager of IT Operations and Services to oversee the Service Desk and Infrastructure team.

Full time perm position with 37.5 hours/week. 2 days/week onsite in Downtown Vancouver.

• Reporting to the Director, Information Technology (IT), you will provide people leadership and functional leadership across IT infrastructure and end-user support services, ensuring technology platforms and services are reliable, secure, scalable, and aligned with organizational needs.
• You will oversee the operation of enterprise technology platforms and user-facing IT services. The role applies strong service management practices, and leads teams responsible for delivering stable, high-quality IT services that support day-to-day operations and critical business cycles.
• You will partner closely with Application Development & Support (ADS), Quality Engineering & Testing (QET), Architecture, Security, Information Management, business teams and works with vendors, service providers and partners to drive delivery and continuous improvement of IT operational services across the organization.

• Leads, develops, and coaches IT Operations & Services staff, setting clear expectations and fostering a high-performing, service-oriented culture.
• Builds cohesion between User Support and Infrastructure teams by strengthening collaboration, trust, communication, and shared ownership of service outcomes.
• Oversees workforce planning, performance management, staff development, and change leadership to support operational resilience.
• Owns the full user support lifecycle across Tier 1–3, ensuring consistent intake, triage, escalation, and resolution processes.
• Strengthens knowledge management, self-service capabilities, and user experience across IT user support functions.
• Improves onboarding, offboarding, access management, and service request fulfillment through service metrics, trends, and user feedback.
• Leads ITSM practices aligned with ITIL principles, ensuring incident, request, problem, and change processes are clearly defined, adopted, and effective.
• Oversees ITSM tools, workflows, reporting, and KPIs, using operational data to drive capacity planning and continuous service improvements.
• Leads the delivery and operation of secure, resilient, and scalable IT infrastructure and cloud-based platforms.
• Provides technical leadership across Azure services, networking, identity and access management, endpoint management, backup/restore, and platform monitoring.
• Oversees advanced technical escalations for infrastructure and platform services, ensuring timely issue resolution and effective root-cause analysis.
• Monitors and manage infrastructure risks and ensure readiness for critical business cycles.
• Stay current with evolving Azure capabilities and guide responsible adoption of new features.
• Partners with Architecture, Security, and Information Management to ensure operational alignment with security, privacy, and compliance requirements.
• Oversees identity and access management processes, including provisioning, de-provisioning, and role‑based access controls.
• Maintains operational documentation, SOPs, runbooks, and audit?readiness materials.
• Manages relationships with vendors and service providers supporting infrastructure and end-user services.
• Oversees licensing and subscription management to ensure cost‑effective, compliant use of technology services.
• Ensures vendor performance meets contractual obligations and operational service levels.
• Demonstrates a commitment to ongoing learning related to Indigenous cultural safety and humility and supporting organizational actions towards addressing indigenous‑specific racism in BC’s health care system.
• Fosters and maintains an…