Lead IT Operations

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Location: Toronto
Job type: Permanent
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Sector: IT & Communications
Job Role:

Key Accountabilities

Reporting to the Manager, IT Operations this position is responsible for supporting and measuring the IT operations, infrastructure and facilities of the GTAA – acting as a liaison between the GTAA and its vendors and customers. This position is also responsible for managing the execution and adherence of all processes and governance to ensure the overall stability of the IT environment and all client and customer groups. The role encompasses Vendor Performance Management, Relationship Management, Performance Management, SLA Management and Information Technology Service Management.

* Monitors, assesses and reports on operational performance of suppliers

* Takes corrective action to address service level variances and suggest contractual amendments

* Acts as the GTAA’s representative for internal and external customers and suppliers for operational and major incidents

* Create monthly executive scorecard that provides a GTAA internal view of vendor performance

* Perform daily walk through of terminals then report of findings

* Management of quality of services including preventative and corrective maintenance activities

* Lead the execution of infrastructure and facilities change management processes performed by vendors including participating in any associated change management meetings as a SME

* Manage vendor execution including ensuring that all incidents are closed within service level standards news Act as the GTAA representative responsible for IT infrastructure and facilities issues

* Executes Information Technology Services Management (ITSM) best practices for Incident, Problem, Change and SLA governance (Incident/Problem) and management

* Ensures Operation Readiness Reviews are complete/accurate for IT projects prior to promotion to production including ensuring that the transition to production is sustainable and seamless to the GTAA IT’s stakeholders and customers

* Champion the PMO System Development Life Cycle and Project Management Life Cycle (SDLC/PMLC) processes integration with ITSM

* Ensures collaboration and adherence with IT’s VMO processes

* Responsible for being a customer centric Leader with respect to the Mission, Vision, Values and Beliefs

The salary for this management non-unionized position is competitive based on the successful candidate’s qualifications.

Qualifications

· Bachelors Degree in Business, Computer Science or other related field

· Minimum 5 years of functional work experience with Vendor Performance Management, Relationship Management, Performance Management, SLA Management and Information Technology Service Management

· Minimum 2 years of experience in People Management (direct-report or cross-functional)

· Demonstrated experience working in a customer centric environment

· Must have a fully satisfactory work performance in his/her current position and a work record that is void of discipline and unacceptable attendance that would have a bearing on the duties, roles and responsibilities of the posted position

· Valid Ontario Driver’s License

· Must be able to obtain and retain a Transportation Security Clearance

Knowledge, Skills and Abilities

* Demonstrated knowledge and practical application of PMO System Development Life Cycle and Project Management Life Cycle

* Superior analytical and decision making skills

* Superior ability with multidirectional and cross functional communication (written and verbal) with all internal and external stakeholder.

* Excellent Relationship Management and presentation skills in order to acquire relevant information, influence responsible decisions based on relevant business issues, and portray complex ideas in a manner that is easily understood by various audiences.

* Demonstrated leadership and influencing abilities including strong interaction, facilitation and negotiation skills.

* Demonstrated proficiency in MS Office Suite (Word, Excel, Visio, and PowerPoint)

* Highly self-motivated and directed, keen attention to detail

* Proven analytical, evaluative, and problem-solving abilities

* Ability to effectively prioritize and execute tasks in a high-pressure environment
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