Manager, IT Operations

About the role

The Manager, IT Operations provides strategic and operational leadership for the City of Hamilton’s Service Desk and IT Contract and Vendor Management functions. Reporting to the Director of Information Technology, this role ensures service excellence, reliable end‑user support, and disciplined management of the full technology contract lifecycle.

Key responsibilities

• Lead IT Operations, set priorities, service expectations and performance outcomes aligned with corporate objectives.
• Oversee the Service Desk and deskside support, establishing service standards, managing incidents, and driving continual service improvement.
• Direct the full contract lifecycle, from procurement planning and RFP development through performance management, renewal and closeout.
• Provide strategic advice on performance, emerging risks, vendor dependencies and investment priorities to senior leadership.
• Lead, coach and develop a multidisciplinary team, managing workforce capacity, recruitment, succession planning and employee development in a unionized environment.

Required profile

• University degree in Computer Science, Information Systems, Business Administration or related field, or equivalent experience.
• Minimum 10 years of progressive IT experience, including at least 5 years in a management role with responsibility for staff, budgets, vendors and service delivery.
• Experience managing employees in a unionized environment and applying collective agreements, employment legislation and City policies.
• Proven ability to lead organizational change, develop strategic and operational plans, and deliver results in a complex environment.

Required skills

• Strong knowledge of IT Service Management (ITSM) principles and practices.
• ITIL certification (considered an asset).
• Experience with contract and vendor management, including RFx development, negotiation and performance monitoring.
• Excellent communication, negotiation and relationship‑building skills across all organizational levels.