About the job

The AIC (https://www.abcouncil.ab.ca/) is an industry-funded, Crown-controlled regulatory organization. The AIC regulates Alberta’s insurance industry, supporting more than 50,000 licensees and issuing over 94,000 licenses annually across the second-largest insurance jurisdiction in Canada. We are committed to regulatory excellence, public protection, and fostering a culture of compliance across Alberta’s insurance industry.

This is an office-based position located in Edmonton.

THE IDEAL CANDIDATE

The AIC is seeking an experienced IT professional who combines strong technical knowledge with a practical, service-oriented approach. You understand how dependable technology, responsive support, and well-designed processes contribute to organizational success.

You are a collaborative problem-solver who works effectively with technical teams, service providers, and business users. You can translate operational needs into practical technology solutions, communicate complex concepts in clear business language, and build consensus to move initiatives forward.

You bring sound judgement, strong organizational skills, and a continuous improvement mindset. Comfortable managing competing priorities and taking ownership of operational issues, you use data and insights to identify opportunities for improvement. Most importantly, you are motivated by delivering excellent service, enhancing the employee experience, and helping the organization maximize the value of its technology investments.

THE TEAM

Reporting to the Director of Information Technologies, as part of the Corporate Services – Information Technologies team. This position has no direct reports, you will provide operational leadership and work closely with IT team members. You will build collaborative relationships with teams across the AIC to understand their needs and support effective technology solutions.

THE ROLE

The IT Operations Lead is responsible for translating the organization's technology strategy into measurable operational outcomes. This includes coordinating application enhancements, upgrades, and issue resolution; identifying opportunities to streamline and automate business processes; overseeing service delivery activities; and providing operational reporting and analysis to support continuous improvement and data-driven decision-making.

The role is focused on operational leadership, service excellence, business application management, and continuous improvement, enabling the Director of IT to remain focused on strategic transformation, cybersecurity, governance, and long-term technology planning.

KEY RESONSIBILITIES

Lead IT Service Delivery

• Partner with managed service providers and technology vendors to ensure reliable, responsive IT support and service delivery.
• Act as the primary escalation point for operational technology issues and ensure timely resolution of incidents and requests.
• Develop and report on service performance metrics, recommending improvements to strengthen support processes and user experience.

Manage Applications and Project Delivery

• Lead the ongoing management, enhancement and lifecycle planning of business applications.
• Coordinate application upgrades, testing, deployments and issue resolution to ensure systems remain stable, secure and fit for purpose.

Improve Processes and Enable Adoption

• Identify and implement opportunities to streamline business processes through technology and automation.
• Promote consistent technology practices and maximize the value of existing technology investments.
• Support end-user adoption through training, communication and change management activities.

Strengthen Operational Capability

• Coordinate operational priorities across internal resources, vendors and service providers to maintain service excellence.
• Provide mentorship, knowledge sharing and technical guidance to support team capability and service continuity.
• Contribute to cross-functional initiatives and continuous improvement efforts across the organization.

Success Measures:

• Successful delivery and operational adoption of technology projects, upgrades, and application enhancements.
• Stable, secure, and continuously improving business applications that support regulatory and operational requirements.
• Increased operational efficiency through technology-enabled process improvements and workflow automation.
• Strong vendor, service provider, and stakeholder partnerships that contribute to effective service delivery and business outcomes.

THE REQUIREMENTS

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, Business Technology Management, or related discipline.
• Minimum five years progressive experience in IT operations, service delivery, business applications, or technology management.
• Experience working within Microsoft 365 environments.
• Experience coordinating third-party vendors and managed service providers.
• Experience supporting business-critical applications and enterprise systems.
• Experience leading process improvement and automation initiatives.
• Experience with operational reporting and performance metrics.
• Values‑driven leadership with a commitment to continuous improvement.

Skills & Competencies

• Working knowledge of enterprise infrastructure technologies, including servers, switches, UPS, firewalls, storage area networks (SAN), virtual private networks (VPN), and related technologies.
• Strong understanding of cybersecurity principles, identity and access management, endpoint protection, and information security best practices.
• Skilled in business process analysis, workflow design, and technology-enabled process improvement.
• Ability to configure, maintain, and troubleshoot business applications and enterprise systems.
• Proficient in analyzing and troubleshooting complex application, system, and service issues.
• Excellent verbal and written communication skills, with the ability to translate technical concepts into clear business language.
• Excellent organizational and prioritization skills, with the ability to manage multiple initiatives and competing deadlines.
• Ability to work independently, exercise sound judgment, and take ownership of assigned responsibilities.
• Continuous improvement mindset, with a focus on identifying efficiencies, applying critical thinking to recommend and design practical solutions, and enhancing service delivery.

WHAT WE OFFER

We offer a collaborative and enjoyable work environment and a chance to make a difference in the lives of Albertans. Experience the exceptional benefits of working with us, including:

• Comprehensive benefits package, including health and dental.
• Generous health and wellness spending account.
• Secure your future with up to 7% RRSP employer matching.
• Transit allowance.
• Possibility for one hybrid work day per week once probation is completed.
• Additional employee discounts and perks available.

Eligibility based on employment status. A clear criminal check is required for all employees.

HOW TO APPLY

If the role is a fit, please apply here to join the AIC and help us make an impact protecting Albertan insurance consumers.

This competition will remain open until August 27, 2026.

AIC thanks all candidates for their interest. We value the time and efforts candidates put into their application and we commit to responding to all candidates and letting know the status of their application.

• AIC is committed to promoting equity and diversity, and to creating a work environment that is respectful, inclusive, and free from barriers.