Information Technology Operations Manager

POSITION OVERVIEW :

As a key leader in our dynamic, rapidly expanding company, the IT Operations Manager will oversee the daily operations of the IT applications and ERP, ensuring that technology services are efficient, secure, and aligned with strategic objectives.

Reporting directly to the ERP Manager, this role involves managing a diverse team, including 3rd-party consultants. The IT Operations Manager will be responsible for managing systems, infrastructure, and help desk ticketing systems, ensuring that service level agreements (SLAs) are met, and leveraging modern technology to drive operational excellence.

Strong operational management skills are essential, as is a robust work ethic and the ability to mentor and uphold high standards within the NOCO IT team.

JOB DUTIES :

• Oversee daily IT operations, including network, server, and application management with outside IT vendors.
• Lead and work with development consultants ERP, help desk, and all other applications withing the NOCO network.
• Ensure the reliability, performance, and security of IT systems and infrastructure.
• Manage system and help desk ticketing systems to ensure efficient incident tracking and resolution.
• Monitor and enforce service level agreements (SLAs) for timely and effective issue resolution.
• Develop, implement, and maintain IT policies, procedures, and best practices.
• Conduct regular system performance audits and ensure compliance with industry standards and regulations.
• Plan, execute, and oversee IT projects, including infrastructure upgrades, system migrations, and technology adoption.
• Evaluate and recommend modern technologies, tools, and processes to enhance IT operations and support organizational growth.
• Working with outsourced IT Support ensures effective data backup and disaster recovery processes are in place and regularly tested.
• Maintain vendor relationships and manage third-party service providers.
• Collaborate with other departments to align IT operations with business objectives and support company goals.
• Manage hardware and software installations, upgrades, and configurations.
• Monitor and troubleshoot communication errors for all integrations.
• Own and optimize the shipping application to enable parcel shipments to Canada and increase shipping efficiency
• Back-up when IT manager.

QUALIFICATIONS and education requirements :

• Bachelor’s Degree or equivalent training, certifications, or experience
• 5+ years of relevant business process improvement or project management experience (operations, distribution, finance, order to cash, etc.)
• Experience developing and documenting processes, identifying and prioritizing critical operational gaps
• Proven ability to identify and standup reliable key process, operational and business metrics to monitor and track improvements
• Effective management of stakeholders including identification, engagement, relationship building, negotiation, and communications
• Experience developing strong cohesive project plans and schedules that appropriately reflect dynamic changes across the project lifecycle
• Strong facilitation and influencing skills
• Proficient in use of Microsoft Office (Visio, Work, PowerPoint, Excel, various analysis tools and ERP systems.
• Bonus : SAP BYD, Integration Business Planning, and Pacejet.
• Proactive, highly motivated, self-starter, resourceful and goal-oriented with a sense of urgency toward developing process improvements
• Positive attitude, supportive of team, ability to encourage and inspire others
• Excellent verbal and written communication skills; ability to communicate with all levels of the organization
• Excellent organizational and time management skills with the ability to effectively manage multiple projects at the same time and adapt quickly to changing priorities
• A team player with the ability to communicate from both a technical and business perspective, at all levels of the organization
• Experience with technology implementation of business transformation projects
• PMP or CPM certification a plus.
1 day ago