Senior Manager, IT Operations & Reliability

Welland, ON (On-site with 25-30% travel to Toronto)

Reports to: Director, IT Operations

About this Role

Operates high‑traffic, regulated financial and insurance platforms where availability, recovery speed, and IT service quality are core business requirements.

Key Responsibilities

• Keep the business running and recover fast when it doesn’t
• Lead the Help Desk function and elevate it into a trusted operational service
• Own cyber‑ and operational‑incident readiness, response, and recovery
• Drive reliability and SRE execution across the platforms our teams and customers depend on
• Use AI responsibly to reduce manual work, accelerate triage, and improve service quality

If you have managed steady‑state operations but never had to build processes from scratch, this role will be challenging. If you have led a help desk through a maturity uplift—s...