Senior Manager, IT

Role Overview

• Support and execute the Canada Field Services and deployment strategy, ensuring field support, deployments, and operational initiatives are delivered consistently and aligned to enterprise IT objectives and business priorities.
• Own accountability for service performance and operational outcomes across Canada, including clear service expectations, resource plans, milestone commitments, and measurable results for operators, clients, and end users.
• Establish and govern SLAs, KPIs, and service metrics; use ServiceNow, analytics, and root-cause insights to drive continuous improvement, increase value, reduce cost, and improve service reliability.
• Lead, develop, and coach the Field Services team through clear accountability, performance oversight, and capability building to ensure strong execution, quality, and a consistent customer experience.
• Standardize and continuously improve field support and deployment methodologies, playbooks, tooling, documentation, and training to ensure repeatable delivery across a diverse, multi-site environment.
• Serve as the senior escalation point for major incidents and complex operational issues, ensuring timely restoration, effective communications, and cross-functional alignment.
• Partner with application, infrastructure, security, operations, and business stakeholders to deliver field technology commitments, representing the voice of operations and field end users in prioritization and roadmap decisions.
• Own strategic vendor and internal partner relationships; monitor performance against SLAs, remove delivery blockers, and escalate issues to protect service quality.
• Identify and mitigate operational, technical, and service continuity risks for Canada field technology, ensuring mitigation plans are resourced, tracked, and delivered to closure.
• Act as the Canada Field Services technology SME and advocate, providing leadership guidance on operational challenges, standards, and roadmaps.

Requirements

• Bachelor’s degree in information technology, Information Systems, or related field
• 7+ years of progressive IT experience with large-scale hospitality and point-of-sale technology deployments
• Proven ability to lead, coach, and develop a high-performing team while coordinating effectively with cross-functional stakeholders
• Strong program/project leadership: roadmaps, multi-initiative delivery, change management, and end-to-end execution in a fast-paced environment
• Deep knowledge of hospitality technologies and workflows
• Strong analytical, organizational, and problem-solving skills; uses data and root-cause insights to drive continuous improvement
• Excellent communication and relationship-building skills with stakeholders at all levels; effective cross-functional collaborator
• Ability to influence without authority and navigate complex, matrixed stakeholder environments.

Tech Stack

• ServiceNow