About the Role:Fitzrovia is seeking to hire a Manager, IT Operations to join our team. The Manager, IT Operations is responsible for overseeing the end-to-end IT Service Management (ITSM) processes, ensuring IT services support the broader business goals. The role also ensures a high level of client service, enhancing the employee experience and ensuring that IT issues are effectively resolved. The role will drive the planning, delivery, and continuous improvement of IT services, optimizing processes to align with business and user needs. By aligning IT with the broader business objectives and fostering a culture of internal client service, this role is important in driving organizational success.At Fitzrovia, we pride ourselves on being an entrepreneurial and innovative organization, which makes this role well suited for a candidate looking to roll up their sleeves, wear multiple hats and contribute to all aspects of real estate investment and development.Note this is a full-time, in-office role, based at Fitzrovia's Head Office located at 2 St. Clair Ave W., Toronto, Ontario.Key Responsibilities:IT Roadmap:Develop and implement a clear IT roadmap aligned with the organization's overall business goals and objectives.Collaborate with internal teams to understand their strategic objectives and challenges.Align IT solutions with above business goals to ensure that IT services directly contribute to the company's success.Recommend new solutions, software and processes to meet emerging requirements and industry best practices.Oversee the maintenance, upgrading and security of the companys IT system.Ensure seamless integration and optimization of the various software and technology in use by the organization, including property management systems, construction systems, as well as HR and accounting tools.Develop and maintain robust system backups, disaster recovery plans, and data security protocols.IT Support & Effective Client Service:Deliver exceptional IT support with a strong customer service mindsetOversee daily operations of IT support, including managing inbound requestsAssist with onboarding new employees, ensuring they are prepared for their first day and attend the IT Orientation session every Monday.Build strong relationships with the business and enhance the employee experience by ensuring excellent client service, responsiveness, and timely and effective resolution of issues.Manage Corporate Mobile Phone plan (Rogers Communications)Design and offer training related to IT processes and technologiesAssist in the maintenance of the company Intranet (LumApps)Establish, monitor and analyze performance metrics of inbound IT requests. Identify problem areas and deliver solutions to enhance quality of service and prevent future problems.Develop, implement, and maintain IT support processes and procedures to improve and optimize efficiency and customer satisfaction.Travel to Fitzrovia properties and sites will be required (currently only 5-10% travel required outside the GTA)IT Asset Management & Vendor Relationships:Oversee IT asset management, inventory, purchases and budget. This includes all hardware, software, licensing, and contracts.Managing relationships with IT service providers and vendors, ensuring alignment to IT objectives, that contracted services are delivered as per the agreed terms and that vendors meet performance expectations.Team Leadership:Foster an environment focused of collaboration, productivity and service enhancementLead and guide a small team of IT Specialists, providing mentorship and aligning team efforts with organizational goals.Qualifications and Experiences:Bachelors degree in Computer Science or Engineering or equivalent.Minimum 5 years of experience in IT Operations.Demonstrated leadership and coaching skills to guide a team towards results.Demonstrated hands-on experience and a nuanced understanding of the challenges associated with delivery and operations.Previous 1st line support with a Help Desk, or equivalent experience.Strong ITSM process knowledge, including enterprise change management and operations.Proven track record of leading cross-functional IT initiatives and projects.Strong work ethic and ability to multitask, manage stress during periods of intense activity, and handle a wide array of projects and tasks.Excellent listening, interpersonal, written/oral communication skills to all levels up to and including senior management.Solid financial understanding to monitor overall IT spending and assess the connection between business activities and IT costs.Strong analytical abilities in translating business needs into technology solutions, metrics, information flows, and services.Why Fitzrovia:Fitzrovia is Canadas largest developer of purpose-built rentals, with over 8,800 units completed, acquired, or under development across the Greater Toronto Area and Montreal, representing over $9 billion in assets under management. We deliver high quality rental supply to the housing market across the affordability spectrum, including our flagship Fitzrovia Collection communities, Maddox modern vintage communities and Waverley premier student accommodations.We distinguish ourselves through our vertically integrated operating model where we own and manage the full process from land acquisition through to design, construction, leasing and award-winning property and asset management. We put our residents first and relentlessly innovate to exceed their expectations with world-class hospitality, amenities, and customer service. Our vibrant rental communities inspire and connect our residents while delivering long-term cash flow and capital appreciation for our investment partners.We focus on our people and our culture, and offer a competitive salary, benefits, and career development opportunities. As a proud Canadian company, we are consistently recognized as one of the Best Places to Work by The National Apartment Association. To learn more about Fitzrovia, our people and our communities, visit The future of rental living is here.Fitzrovia is an equal opportunity employer and is committed to creating an inclusive environment for all our employees. If you require reasonable accommodation during the recruitment process, please reach us at .
Job Title
Manager, IT Operations