It Operations & Services Manager

Description:

Reporting to the Director, Information Technology (IT), the Manager, IT Operations & Services (ITOS) provides 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.

The Manager, ITOS oversees 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.

The Manager, ITOS partners 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 BCCNM.

Key Responsibilities Include

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 organizational culture that promotes equity, diversity and inclusion, mutual respect, teamwork, and service excellence.

Your Education & Skills

 Bachelor’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
Minimum 7 to 10 years of progressive experience in IT operations, infrastructure, or service delivery roles.
Minimum 3 to 5 years of experience in a people leadership or management role. Experience leading both enterprise infrastructure platforms and end-user support services teams is required.
Strong knowledge of enterprise IT infrastructure, modern infrastructure and cloud platforms, particularly Microsoft Azure and Microsoft 365, and end-user computing environments.
Experience with identity and access management, user lifecycle processes, and role-based access controls.
Experience managing software licensing, subscriptions, and technology costs, with a focus on optimization and value realization.
Proficiency in IT service management frameworks, particularly ITIL, and their practical application.
Experience managing IT service desk operations and multi-tier support models.
Experience with ITSM tools for incident, request, change, and problem management.
Strong analytical, troubleshooting, and service improvement skills.
Excellent interpersonal and communication skills, with the ability to engage both technical and non-technical stakeholders and to build strong collaborative relationships.
Strong organizational and prioritization skills in dynamic operational environments.
Experience providing IT operations support in a regulated or complex organizational environment is an asset.
Customer-focused mindset with a strong emphasis on service quality and user experience.
Demonstrated ability to lead teams through operational challenges and change.
Knowledge of Canadian colonial impacts on Indigenous people in social and health contexts, including social, economic, political, and historical realities impacting Indigenous communities and knowledge of Indigenous-specific anti-racism and accompanying reports (e.g. The Truth & Reconciliation Commission’s 94 Calls to Action (2015), the In Plain Sight Report (2020), and Reclaiming Power and Place’s Calls for Justice (2019)) is an asset. 
Demonstrated understanding of equity, diversity, inclusion, and cultural humility as they apply to health care is an asset.