Infrastructure & Client Services Manager

Description:

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. 
Build relationships with key vendors to enable strong partnerships, and ensure managed services meet contractual requirements, value expectations and established service level agreements. 
Embed ITIL-aligned processes (incident, problem, change, knowledge) within daily operations and train teams on best practices, ensuring processes are followed and well understood. 

Qualifications And Professional Experience

Post-secondary education in Information technology, computing science or computer engineering, or related discipline. 
Preferred certifications include ITIL Foundation or higher, PMP, SIAM, or Lean IT. 
A minimum of 10 years progressive experience, with at least 3+ years in a people management or senior supervisory role with accountability for team performance and delivery. 
Core infrastructure expertise, including networks, servers, operating systems, architecture, storage, cloud, and operational technology (OT). 
Working knowledge of ITIL principles and the ability to apply ITIL practices effectively. 
Experience with Microsoft technologies, including M365, Azure, Active Directory, Windows, and Windows Server. 
Experience with ServiceNow and reporting tools. 
Familiarity with Tanium. 
Experience supporting Service Desk and deskside operations. 
Knowledge of project delivery methodologies and frameworks. 
Experience with disaster recovery and business continuity planning, testing, and execution. 
A supportive and collaborative leader with strong people management skills, who values mentoring and coaching to build high-performing teams, communicates with empathy and clarity in challenging situations, and adapts with agility as business needs evolve. 
Demonstrated ability to work effectively with colleagues and stakeholders from a variety of backgrounds and levels across the organization. 
Excellent communication skills, with the ability to convey information clearly, respectfully and professionally. 
Highly organized, with the ability to prioritize work, meet deadlines, and maintain strong attention to detail in fast-paced settings. 
Commitment to inclusive practices and a willingness to contribute positively to a collaborative and supportive workplace culture.