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About the Role
The Senior Manager, IT Operations, leads the day-to-day operations of the CIB’s IT function, ensuring reliable service delivery, effective vendor performance, disciplined ITSM practices, and strong operational controls across key IT areas. This role manages internal team members and collaborates with business stakeholders and external partners.
Responsibilities
- Lead day-to-day IT operations, including service desk, infrastructure, incident management, cybersecurity operations, and managed service partner delivery.
- Develop, maintain, and improve ITSM processes, procedures, and operating standards.
- Define, monitor, and report on service-level objectives, operational metrics, risks, and recurring issues.
- Manage IT operating expenses, vendor performance, contracts, renewals, and service improvement plans.
- Support the IT roadmap by identifying operational improvements, risks, dependencies, and resource requirements.
- Maintain and improve cybersecurity controls and operational security practices.
- Maintain the IT Disaster Recovery Plan and lead regular business continuity and disaster recovery exercises.
- Support internal and external audit activities.
- Develop and deliver clear IT communications, end-user guidance, and organization-wide training.
- Ensure technology initiatives are operationally ready, delivered to specification, and transitioned effectively into support.
Requirements
- Bachelor’s degree or equivalent work experience.
- 10+ years of progressive experience in IT operations, infrastructure, service delivery, or related technology roles.
- Experience leading IT operations in a structured, risk-conscious environment, preferably in financial services, investments, asset management, or a comparable sector.
- Strong working knowledge of ITSM practices, service desk operations, incident management, Azure administration, Microsoft 365, networking, and cloud-first or hybrid environments.
- 5+ years of cybersecurity-related experience.
- Experience managing vendors, managed service providers, budgets, contracts, service levels, and operational performance.
- Experience supporting audits, risk management, disaster recovery, business continuity, and operational control activities.
- Experience working in a growing or transforming organization.
- Project delivery experience.
- Strong judgment, discretion, and professionalism when handling confidential or sensitive matters.
- Clear written and verbal communication skills.
- Strong organization, planning, collaboration, and problem-solving skills.
Skills
- ITSM practices
- Service desk operations
- Incident management
- Azure administration
- Microsoft 365
- Networking
- Cloud-first environments
- Hybrid environments
- Cybersecurity
- Vendor management
- Budget management
- Contract management
- Service level management
- Operational performance management
- Audit support
- Risk management
- Disaster recovery
- Business continuity
- Operational control activities
- Process improvement
- Technology change management
- Operational maturity initiatives
- Project delivery
- Microsoft Dynamics 365 CRM
- Dynamics 365 Business Central
- Artificial Intelligence
- Machine Learning
- Communication skills
- Organization skills
- Planning skills
- Collaboration skills
- Problem-solving skills
Location
- Toronto
Work Type
- Occasional travel to CIB offices in Calgary and Montréal may be required
Experience Level
- 10+ years of progressive experience in IT operations, infrastructure, service delivery, or related technology roles
- 5+ years of cybersecurity-related experience
Education Level
- Bachelor’s degree or equivalent work experience
About the Company
- Headquartered in Toronto, the Canada Infrastructure Bank (CIB) is responsible for investing in new infrastructure projects.
- The CIB’s mission is to work with provincial, territorial, municipal, federal, Indigenous and private sector investor partners to transform the way infrastructure is planned, financed and delivered in Canada.
Equal Opportunity
- At the CIB, we are committed to diversity and equitable access to employment opportunities. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know at accessible@cib-bic.ca and we will work with you to meet your needs.