National Manager, IM/IT Operations

At Canadian Forces Morale and Welfare Services (CFMWS), we’re more than just a workplace; we’re a proud community dedicated to supporting Canadian Armed Forces members, veterans and their families in their daily lives. We carefully curate and provide programs and services designed to meet their unique needs and enhance their mental, social, physical, financial and familial well-being. CFMWS employees deliver programs and services including recreation, sports and fitness programs, customized financial services, retail services, access to retail savings and discounts and offers family support and organizes charity events.

Our success stems from living our values. Our employees care about their role in supporting Canadian Armed Forces members, veterans and their families and act with integrity in all they do. Thriving in our close-knit environment, we act as one team with one mission. We constantly seek new ideas and creative ways to deliver the best possible programs and services.

As an employer, we offer a commitment to your health, wellness and growth. We provide a diverse range of roles across many locations and a career where you can make a meaningful impact.

The National Manager IM/IT Operations leads Network/Infrastructure/Systems and Application support teams in delivering on day-to-day operational activities supporting administrative and mission critical systems. They lead and establish key support processes and operating procedures that will span across all support teams. They lead and monitor performance to ensure client satisfaction, teams are delivering quality service, and incidents/requests are resolved within defined Service Level Agreements (SLAs). They lead the development and implementation of support models including defining SLAs, report on metrics, and development of improvement plans. They lead and oversee project resource management and project deliverables that impact the support teams under their leadership.

Education, Certifications and Licenses

College diploma or certificate in Information Technology, Computer Science, or in a related field AND some years of management experience in Information Management and Information Technology or in a related field

Experience

In Service Documentation and management

In SLA and OLA Implementation

In planning, managing, evaluating and advancing IM/IT support services, including helpdesk services

In the implementation of framework for continuous measurement and reporting

In configuration, deployment and support of enterprise-wide systems and applications

In end-to-end solution design and architecture

In systems and technical architecture and design

In crisis management

In personnel administration

In leading multi-discipline teams

In budget administration

In strategic planning and developing infrastructure, systems, and application roadmaps

In project management

In Key Performance Indicator (KPI), Service Level Agreement (SLA), and metrics reporting.

Competencies, Skills and Abilities

Client focus, organizational knowledge, communication, innovation, teamwork and leadership.

English or French Essential, Bilingual (English and French) an asset

Reading: Advanced

Writing: Functional

Oral: Advanced

Health Benefits: Drug coverage, healthcare spending account, virtual care (telemedicine), Employee and Family Assistance Program, mental health support, travel insurance, dental, vision, life insurance and disability insurance.

Work Life Balance: Flexible work options and a wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.

Retirement Planning: A Defined Benefit Pension Plan and Group Savings Plans.

Learning and Development: Payment of professional association memberships, online learning opportunities including a LinkedIn Learning subscription and second language training.

Perks: Discounts through CF One Member Appreciation.

Explore all the benefits CFMWS offers by visiting: https://cfmws.ca/Benefits

This is a hybrid position with an assigned work location allowing the employee to work partly from a corporate office and partly from a home office in accordance with the CFMWS Flexible Work Options Policy, and with approval from the direct manager.

The selection process will be done virtually.

This position is a two-year term.

As soon as possible

CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of Canadian society. If contacted in relation to a job opportunity or assessment, you should advise the recruitment team in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.