FT Manager, Technology Services

Job Purpose

Reporting to the Director, Information Technology, the Manager, Technology Services is accountable for effective program delivery and management of the technology services. The incumbent manages the activities of the technical resources that support the administration and delivery of on-premise and cloud platforms, database, data storage, data back-up and recovery systems, and file server technologies in support of corporate computing requirements.

Job Responsibilities

• Provide technical leadership to support the administration and delivery of on-premise and cloud platforms, database, file server, data storage, data back-up and recovery systems, and file server technologies.
• Balance resourcing requirements for technology services staff and contractors for both project (business and IT) and supporting business operations including Service Level Agreements with “customers” and measurements against the defined and agreed upon SLAs.
• Deliver the services the team is responsible for, which include technical infrastructure such as on-premise and cloud platforms.
• Work with the Director of Information Technology to develop and implement hardware and software migration/integration strategies.
• Work with enterprise architects to develop standards and practices for hardware & software for each of the core technologies, as they relate to corporate enterprise architecture.
• Review and revise support procedures to improve processes.
• Develop technical support procedures.
• Ensure that Manitoba Liquor & Lotteries’ technical environment is well documented and communicated.
• Assist and advise with the design and maintenance of cloud platforms, server, data storage, data back-up & recovery technology domains and their associated peripheral systems.
• Provide direction to Service Desk and Operations staff in the deployment and support of operational systems and cloud platforms.
• Adhere to defined Information Technology Infrastructure Library (ITIL) processes such as Incident, Problem, Change and Service Level Management.
• Ensure that process improvement policies are in place and utilized to help improve SLAs or meet SLAs and KPIs.
• Oversee the full technology contract lifecycle and ensure vendor adheres to contract obligations.
• Negotiate contracts and service-level agreements for cost-effectiveness and alignment with MBLL's needs.
• Implement vendor management strategies to mitigate risks and reduce costs.
• Act as the primary point of contact for vendor-related issues and escalations.
• Collaborate with legal and procurement teams as required.

Primary Qualifications

• Completion of a recognized degree or diploma in information technology, Computer Science, Business Administration, or an equivalent combination of education, certification, and experience in a related field may be considered.
• A minimum of nine years’ experience in an information systems function, with a minimum of three years of supervisory/leadership experience, ideally gained in the gaming/liquor distribution sales industry.
• A minimum of three years’ experience in a senior technical role with a proven knowledge of server/storage domains. Cisco/Microsoft certifications will be considered an asset.
• Knowledge and experience in implementing and managing according to the ITIL processes.
• Demonstrated management experience with a view to efficiency, strong leadership and organizational skills, adoption of best practices, strong initiative and ability as a self-starter, excellent human resource management and labor relations skills, and planning and managing budgets.
• Demonstrated project management skills in an Information Systems environment.
• Broad and in-depth knowledge of IT industry best practices, technologies, architectures, and emerging technologies across all IT domains (networking, servers, storage, application platforms, applications, software development tools and techniques, databases, internet, etc.).
• Excellent oral and written communication skills, including presentation skills, meeting facilitation, and influencing.
• Recertification and upgrading are required to maintain certifications and keep up to date on new technology and changes in information technology.
• Experience and proficiency in Microsoft 365 (Word, Excel, PowerPoint, Teams and Outlook).
• Experience drafting business cases.

Secondary Qualifications

• Experience drafting RFP requirements and evaluating responses for related technologies and services is an asset.
• Training in project management or a Project Management Professional (PMP) designation is an asset.
• Accreditation in Information Technology Infrastructure Library (ITIL) Service Level Management is an asset.
• Expertise in Liquor, Gaming, and Cannabis Authority of Manitoba (LGCA) legislation and technical standards or other regulated industry is an asset.