Manager leading quality audits, claims decision reviews, and strategic improvement projects for Medavie’s insurance operations. Guiding teams to improve service quality and customer outcomes.
About the role
- IT Operations Manager for FacilityOS, a unified facilities safety and operations platform. Leading secure internal IT services, Microsoft 365, and AI-enabled automation.
Responsibilities
- Translate business priorities into an IT roadmap, operating plans, policies, budgets, and service improvements
- Lead and develop the existing IT team
- Set priorities and manage contractors, service providers, and technology vendors
- Own employee technology support and IT service management, including support queues, service levels, escalations, major incidents, knowledge, and service reporting
- Own technology components of onboarding, role changes, and offboarding
- Oversee the Microsoft 365 ecosystem, including Entra ID, Intune, Defender, Exchange Online, Teams, and SharePoint
- Manage identity and access across business systems, including SSO, multifactor authentication, provisioning, privileged access, and periodic access reviews
- Own endpoint and hardware lifecycle management, including standards, procurement, provisioning, compliance, inventory, support, recovery, and secure disposal
- Manage SaaS governance, licensing, renewals, vendors, technology lifecycle, and cost optimization
- Maintain secure, lean, and scalable IT operations, including integrations, reliability, backup and recovery, and continual improvement
- Support Information Security with IT controls, audit evidence, testing, and remediation
- Administer approved AI platforms, including licensing, access, configuration, integrations, security, privacy, vendor management, usage, and cost
- Identify and implement AI-enabled IT automation
- Manage user access to Microsoft Fabric through Entra ID and SSO and provide related IT infrastructure support
- Report to the VP, Information Security and Privacy
Requirements
- Bachelor's degree in a relevant field or equivalent practical experience
- Eight or more years of progressive IT experience, including at least three years leading an IT team
- Experience operating and improving employee technology support and ITIL-aligned service management in a hands-on environment
- Strong experience with Microsoft 365, Entra ID, Intune, Defender, identity and access management, SSO, endpoint management, security, and cloud operations
- Experience managing SaaS tooling, hardware, vendors, budgets, licensing, projects, and service performance
- Experience implementing IT controls and supporting audits in environments subject to SOC 2, ISO 27001, ISO 27701, HIPAA, or comparable requirements
- Experience evaluating, administering, or implementing enterprise AI tools, AI-enabled SaaS capabilities, or workflow automation in a secure business environment
- Strong leadership, judgment, communication, and stakeholder-management skills
- Ability to balance strategy and hands-on delivery
- Relevant Microsoft, ITIL, or security certifications are assets
- Legally eligible to work for any employer in Canada
Benefits
- Comprehensive health coverage
- Hybrid work environment
- Opportunity for advancement and growth
- Catered events, snacks, and drinks
- Birthday and life celebrations
- Two annual parties
- Bonus eligibility
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