Operations Manager - Managed Services (Dedicated Team)

  • Location

    Mississauga, Canada

  • Sector:

    Executive and Management

  • Job type:


  • Contact:

    Lorena Perry

  • Job ref:


  • Published:

    about 1 month ago

  • Duration:


  • Expiry date:


  • Startdate:


Job Title: Operations Manager - Managed Services

Type: Permanent

Location: Mississauga ON

Start Date: August 2, 2021

Days/Hours: Monday to Friday/ 9:00 AM to 5:00 PM

Hours/Week: 40

Reports To: VP Technical Services

Position Overview

As the Operations Manager you will have overall responsibility for delivering Managed Services to a large enterprise customer with a dedicated operations team.                                                                             

Responsibilities and Tasks

  • Manage a dedicated Managed Services Operations Team including full employee lifecycle, scheduling, and professional development.
  • Responsible for a 24 X 7 Managed Services operation, ensuring systems and teams meet SLA performance objectives and all designated KPIs
  • Lead regular all-hands team meetings and daily stand ups.
  • Provide leadership, mentoring and coaching.
  • Serve as primary escalation point within Managed Services Operations for internal and customer escalations
  • Define, gather, analyze and report on KPIs which demonstrate SLA achievement, volumes and quality of services delivered.
  • Extend and enhance adoption of ITIL processes where applicable. Own the Incident, Change, and Problem Management process areas.
  • Develop and extend standard troubleshooting and escalation processes.
  • Responsible for the Post Incident Review process including Post Incident Report creation where required.
  • Work collaboratively with assigned Service Delivery Managers, Project Managers and the Account Management team to ensure overall quality of service and customer satisfaction remains high.
  • Work with external vendors to manage vendor contract compliance and SLA achievement.
  • Ensure maintenance plans, information controls, monitoring and alerting systems, back-up and recovery strategies are in place across all managed systems and environments.
  • Develop and implement short and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements.


  • 3+ years of proven experience as an IT Operations Manager or similar role
  • 10+ years of progressively responsible roles within IT Infrastructure and/or Service Delivery.
  • Managed Services experience is preferred.
  • Experience in analysis, implementation and evaluation of IT systems and their specifications.
  • Experience with ITSM Ticketing systems including Service Now.
  • Excellent organizational and leadership skills.
  • Strong interpersonal and communication skills.