Senior Manager, IT Operations

Job summary

The Senior Manager, IT Operations leads day-to-day IT functions including service desk, infrastructure, and cybersecurity operations. They are responsible for maintaining ITSM processes, managing vendor performance, and ensuring operational readiness for technology initiatives.

Job details

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. The Senior Manager, IT Operations, is responsible for leading the day-to-day operations of the CIB’s IT function. Reporting to the VP, IT, this role ensures reliable service delivery, effective vendor and managed service partner performance, disciplined ITSM practices, and strong operational controls across infrastructure, service desk, cybersecurity operations, disaster recovery, and business continuity. The role manages approximately two internal team members and works closely with business stakeholders, application management, project delivery teams, and external partners. Your responsibilities include: 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 that support reliable, secure, and efficient technology services 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 within approved budgets Support the ongoing development and execution of the IT roadmap by identifying operational improvements, risks, dependencies, and resource requirements Maintain and improve cybersecurity controls and operational security practices, including oversight of vulnerability management, penetration testing, awareness training, and remediation tracking Maintain the IT Disaster Recovery Plan and lead regular business continuity and disaster recovery exercises to validate plans, procedures, and readiness Support internal and external audit activities by providing evidence, coordinating responses, and tracking remediation actions Develop and deliver clear IT communications, end-user guidance, and organization-wide training where required Work with Application Management and Project Management teams to ensure technology initiatives are operationally ready, delivered to specification, and transitioned effectively into support Occasional travel to CIB offices in Calgary and Montréal may be required Your ideal profile: 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; CISSP, CISM, or equivalent certification is an asset 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, including process improvement, technology change, or operational maturity initiatives Project delivery experience; PMP, PRINCE2, or equivalent certification is an asset Experience with Microsoft Dynamics 365 CRM, Dynamics 365 Business Central, Artificial Intelligence, or Machine Learning is an asset Strong judgment, discretion, and professionalism when handling confidential or sensitive matters Clear written and verbal communication skills, with the ability to translate technical matters for business stakeholders Strong organization, planning, collaboration, and problem-solving skills We thank you for your interest. Only those selected for further screening or an interview will be contacted. Don’t forget to follow us on LinkedIn and on X (formerly Twitter) @cib_en or @bic_fra. 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. For more information on our company, visit www.cib-bic.ca.

What you’ll do

The Senior Manager, IT Operations leads day-to-day IT functions including service desk, infrastructure, and cybersecurity operations. They are responsible for maintaining ITSM processes, managing vendor performance, and ensuring operational readiness for technology initiatives.

Requirements

Candidates must have 10+ years of progressive experience in IT operations and a bachelor's degree. Strong knowledge of ITSM, cloud environments, and cybersecurity, along with experience in risk management and vendor oversight, is required.

Listed skills

• Microsoft 365 · Preferred
• Incident Management · Preferred
• Risk Management · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Operations
• ITSM
• Infrastructure Management
• Cybersecurity Operations
• Disaster Recovery
• Business Continuity
• Vendor Management
• Azure Administration
• Microsoft 365
• Incident Management
• Budget Management
• Risk Management
• Project Delivery
• Operational Security
• Vulnerability Management
• Stakeholder Management
• Service Improvement
• Cyber Operations
• Microsoft Dynamics 365
• Operational Performance Management
• Professionalism
• Planning
• Artificial Intelligence
• Budgeting
• Application Lifecycle Management
• Penetration Testing
• Asset Management
• Auditing
• Microsoft Azure
• Business Continuity And Disaster Recovery
• Customer Relationship Management
• Investments
• Certified Information Systems Security Professional
• Certified Information Security Manager
• Communication
• Cyber Security
• Disaster Recovery Plan
• External Auditing
• Financial Services
• Information Technology Operations
• Internal Auditing
• Problem Solving
• IT Service Management
• Machine Learning
• Managed Services
• Project Management
• Operating Expense
• Operations Security
• Operations
• Project Management Professional Certification

Job areas

• Technology
• Management & Leadership
• Finance & Accounting
• Security & Safety
• Government & Public Sector
• IT Manager
• IT Operations / Networking Manager
• Information and Communications Technology Service Managers
• Information Technology Project Managers
• Computer Occupations, All Other

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