IT Operations Manager

IT Operations Manager )

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Come join us and help make a difference in the lives of older adults! As employees at a Verve Senior Living Retirement Residence, our primary goal is to help each person have a great day, every day. Our employees thrive on collaboration and have a passion for excellence, achieving multiple awards including the Order of Excellence in Quality from Excellence Canada.

Our team helps seniors live longer, better, and we hope you’ll have fun doing it.

The IT Operations Manager is responsible for overseeing the company’s IT infrastructure and daily technology operations to ensure systems run smoothly, securely, and efficiently. This individual will be accountable for maintaining high availability and reliability of networks, servers, and enterprise applications, providing a stable technology environment for all business units. Reporting to the National Director of Information Technology, you will work cross‑functionally with other departments and senior management to align IT services with business needs and strategic goals.

Through proactive planning and robust operational practices, the IT Operations Manager ensures effective incident response, resource utilization, and continuous improvement of IT processes to support the organization’s objectives.

• Oversee Daily IT Operations:
  Manage the day‑to‑day IT operations and infrastructure, ensuring optimal system performance, high availability, and security of all IT systems (networks, servers, hardware, and business applications). Regularly monitor critical systems and quickly troubleshoot issues to minimize disruptions to the business.
• Service Desk Performance:
  Lead and monitor the IT Service Desk team’s performance, ensuring timely response and resolution of support requests and incidents. Implement measures to maintain high end‑user satisfaction and efficient handling of escalated technical issues.
• Incident & Problem Management:
  Implement and oversee incident management processes in line with ITIL best practices, ensuring timely resolution of IT issues and minimizing downtime. Analyze incident trends to identify root causes and drive problem management efforts that prevent future recurrences.
• Infrastructure Reliability:
  Ensure the overall reliability and stability of IT infrastructure through proactive maintenance, system upgrades, and performance tuning. Establish monitoring and alerting to promptly detect issues and recommend improvements to enhance efficiency and capacity as the organization grows.
• Resource Planning & Projects:
  Plan and coordinate IT resources (staff, tools, and budgets) to meet operational needs and future growth. Develop and manage the IT operations budget and forecasts, ensuring cost‑effective use of resources. Oversee IT operational projects (such as upgrades or deployments) from initiation to completion, ensuring they are delivered on time and within scope.
• Policies & Documentation:
  Develop, update, and enforce IT policies, standard operating procedures, and documentation to ensure consistent operations and compliance with industry standards and regulations. This includes maintaining up‑to‑date documentation for system configurations, processes, and troubleshooting guides for use by the IT team and end‑users.
• Vendor Management:
  Manage relationships with external technology vendors and service providers. Provide research material to assist with contract and service level agreements (SLAs) negotiations. Regularly review vendor performance and address any gaps in service delivery.
• Cross‑Department
  
  Collaboration:
  
  Liaise with business unit leaders and other departments to ensure IT operations are aligned with organizational goals. Communicate IT operational plans, outages, and improvements effectively to stakeholders, and incorporate feedback to improve service delivery.
• Team Leadership:
  Lead and mentor the IT operations team, including service desk technicians and infrastructure administrators. Set clear performance objectives, provide guidance and training, and foster a culture of…