Job Title: Manager, Managed Services Operations
Department: Technical Services – Managed Services
Employment Type: Full-Time ( Hybrid Role)
About Us:
We partner with leading organizations to deliver IT managed services and operational excellence. We are hiring a Manager of Managed Services Operations to oversee service delivery for a global client in the IT sector.
Role Overview:
You will lead Managed Services Operations, ensuring 24x7 service delivery, SLA compliance, and team development while driving process maturity and strategic initiatives.
Key Responsibilities:
· Team Leadership:
o Manage operations staff including scheduling, development, and full employee lifecycle
o Lead team meetings and daily stand-ups
· Service Delivery:
o Oversee 24x7 operations ensuring SLA/KPI compliance
o Define, analyze, and report on performance metrics
o Own Incident, Change, and Problem Management processes
o Manage Post Incident Review process and reporting
· Vendor/Stakeholder Management:
o Serve as primary escalation point for internal/customer issues
o Ensure vendor contract and SLA compliance
· Strategic Initiatives:
o Develop troubleshooting/escalation processes
o Create infrastructure capacity plans for future requirements
o Implement maintenance plans and monitoring systems
Qualifications:
· Minimum 5 years in leadership role within IT Managed services
· Proven ability to inspire teams and drive excellence
· Strong communication skills with ability to build business relationships
Accessibility Commitment:
We provide accommodations during the hiring process upon request.
Job Type: Full-time
Pay: $130,000.00-$160,000.00 per year
Flexible language requirement:
- French not required
Schedule:
- Monday to Friday
Work Location: Hybrid remote in North York, ON M2J 4R4
