Manager, IT Operations

at  Pattison Food Group

Come join Pattison Food Group Ltd., a Jim Pattison business, and Canada’s largest Western-based provider of food and health products.
Pattison Food Group Ltd. consists of Save-On-Foods and other well-known grocery banners. With nearly 300 retail locations, we proudly employ more than 30,000 team members.
We have an exciting opportunity for a full-time Manager, IT Operations to join our IT team in Langley, BC.
Reporting to the Senior Manager, Application Support you will provide leadership, vision, and direction to teams responsible for 24/7 support and monitoring of business systems and infrastructure within the Pattison Food Group Ltd. locations.
This position will require after-hours support to ensure a seamless operation. The successful candidate must be available by phone during these times to address urgent issues and provide support when needed.

You will be responsible for:

• Leading multiple teams who are responsible for 24/7 support of our business and technology solutions, monitoring and investigating a production environment for faults, outages, and security incidents.
• Working with internal IT teams and vendor partners to resolve incidents.
• Collaborating with internal IT teams to ensure system stability and security and to continually improve against defined KPI’s, raising the bar on support.
• Defining, measuring, and supporting processes for problem and incident management, while continually evaluating and adjusting as needed.
• Ensuring training and documentation is delivered.
• Proactively identifying, communicating, and escalating issues and risks to ensure they are mitigated.
• Using strong business, product, and technical knowledge to contribute to enterprise and IT roadmaps.
• Proactively creating plans, including resourcing plans, to address opportunities and support growing demands of the business.
• Continuous process improvements, including automation and innovation.

You have:

• A degree or diploma in Computer Science or related discipline.
• 5+ years of experience managing and leading an IT Operations team.
• Demonstrated experience leading and managing technology projects.
• Senior level experience with IT infrastructure.
• Experience project planning and systems analysis.
• Strong knowledge and experience implementing ITIL and ITSM best practices.
• Experience with ServiceNow and Control-M best practices, implementations, and upgrades is preferred.
• Experience leading an afterhours team is preferred.
• Experience in network administration and support.
• The ability to respond to and handle phone calls during non-business hours when necessary.

You are:

• Self-aware, empathetic, and possess a high level of Emotional Intelligence (EQ).
• An effective leader able to promote a culture of innovation, high performance, and continuous improvement.
• Adaptable and able to manage multiple competing priorities with strict deadlines/timelines.
• Comfortable managing and leading through change.
• A strong written and verbal communicator.
• Resilient in handling challenging situations with the ability to adapt to changing circumstances.

What we offer:
In addition to a highly competitive salary, we offer a great range of benefits, a company pension plan, free parking, exclusive team member offers, and opportunities for development and career progression.
If you’re looking to join a team that puts people first, you’re in the right place. Apply online today!
This position is based at the Pattison Food Group office in Langley, B.C. While we’re currently operating with a hybrid work-from-home and in-office schedule, we look forward to the day when we are all able to work together in the office again.

• Leading multiple teams who are responsible for 24/7 support of our business and technology solutions, monitoring and investigating a production environment for faults, outages, and security incidents.
• Working with internal IT teams and vendor partners to resolve incidents.
• Collaborating with internal IT teams to ensure system stability and security and to continually improve against defined KPI’s, raising the bar on support.
• Defining, measuring, and supporting processes for problem and incident management, while continually evaluating and adjusting as needed.
• Ensuring training and documentation is delivered.
• Proactively identifying, communicating, and escalating issues and risks to ensure they are mitigated.
• Using strong business, product, and technical knowledge to contribute to enterprise and IT roadmaps.
• Proactively creating plans, including resourcing plans, to address opportunities and support growing demands of the business.
• Continuous process improvements, including automation and innovation