Manager, Technology Services

Job Purpose

Reporting to the Director, Information Technology, the Manager, Technology Services is accountable for effective program delivery and management of the technology services. The incumbent manages the activities of the technical resources that support the administration and delivery of on-premise and cloud platforms, database, data storage, data back-up and recovery systems and file server technologies in support of corporate computing requirements.

Job Responsibilities

• Provide technical leadership to support the administration and delivery of on-premise and cloud platforms, database, file server, data storage, data back-up and recovery systems, file server technologies.
• Balance resourcing requirements for technology services staff and contractors for both project (business and IT) and supporting business operations including Service Level Agreements with “customers” and measurements against the defined and agreed upon SLA’s.
• Deliver the services the team is responsible for which include technical infrastructure such as on-premise and cloud platforms.
• Work with the Director of Information Technology to develop and implement hardware and software migration/integration strategies.
• Work with enterprise architects to develop standards and practices for hardware & software for each of the core technologies, as they relate to corporate enterprise architecture.
• Review and revise support procedures to improve processes.
• Develop technical support procedures.
• Ensure that Manitoba Liquor & Lotteries’ technical environment is well documented and communicated.
• Assist and advise with the design and maintenance of cloud platforms, server, data storage, data back-up & recovery technology domains and their associated peripheral systems.
• Provide direction to Service Desk and Operations staff in the deployment and support of operational systems and cloud platforms.
• Adhere to defined Information Technology Infrastructure Library (ITIL) processes such as Incident, Problem, Change and Service Level Management.
• Ensure that process improvement policies are in-place and utilized to help improve SLAs or meet SLAs and KPIs.
• Oversee the full technology contract lifecycle and ensure vendor adheres to contract obligations.
• Negotiate contracts and service-level agreements for cost-effectiveness and alignment with MBLL's needs.
• Implement vendor management strategies to mitigate risks and reduce costs.
• Act as the primary point of contact for vendor-related issues and escalations.
• Collaborate with legal and procurement teams as required.

Primary Qualifications

• Completion of a recognized degree or diploma in information technology, Computer Science, Business Administration, or an equivalent combination of education, certification, and experience in a related field may be considered.
• A minimum of nine years’ experience in an information systems function, with a minimum of three years of supervisory/leadership experience, ideally gained in the gaming/ liquor distribution sales industry.
• A minimum of three years’ experience in a senior technical role with a proven knowledge of server/storage domains. Cisco/Microsoft certifications will be considered an asset.
• Knowledge and experience in implementing and managing according to ITIL processes.
• Demonstrated management experience with a view to efficiency, strong leadership and organizational skills, adoption of best practices, strong initiative and ability as a self-starter, excellent human resource management and labor relations skills, and planning and managing budgets.
• Demonstrated project management skills in an Information Systems environment.
• Broad and In-depth knowledge of IT industry best practices, technologies, architectures, and emerging technologies across all IT domains (networking, servers, storage, application platforms, applications, software development tools and techniques, databases, internet, etc.).
• Excellent oral and written communication skills, including presentation skills, meeting facilitation, and influencing.
• Recertification and upgrading are required to maintain certifications and keep up to date on new technology and changes in information technology.
• Experience and proficiency in Microsoft 365 (Word, Excel, PowerPoint, Teams and Outlook).
• Experience drafting business cases.

Secondary Qualifications

• Experience drafting RFP requirements and evaluating responses for related technologies and services is an asset.
• Training in project management or a Project Management Professional (PMP) designation is an asset.
• Accreditation in ITIL Service Level Management is an asset.
• Expertise in Liquor, Gaming, and Cannabis Authority of Manitoba (LGCA) legislation and technical standards or other regulated industry is an asset.

A Great Place to Work! Enjoy fantastic benefits with our Total Rewards package

Work/Life Balance and Wellness

• Discretionary Time: Up to 10 paid discretionary leave days per year, depending on bargaining unit. Employees can carry forward discretionary leave days each year for a total of up to 50 days.
• Hybrid Work Model: Remote/Office work for eligible positions.
• Flex Time: Flexible shifts and work hours for eligible positions.
• Maternity and Parental Leave: Top-up of E.I. maternity leave benefits to 93% of employee’s basic earnings for 17 weeks.
• Fitness Allowance Reimbursement, depending on bargaining unit: Up to $250 per year that can be used to cover gym memberships, fitness equipment, and more.
• Computer Purchase /Fitness Purchase Program: Interest free loans for employees purchasing computer equipment to increase computer literacy, learning, and professional growth, or to purchase fitness equipment for personal health and wellness.
• Diversity and Inclusion: Our Diversity, Equity and Inclusion Committee is made up of employees from across the organization who are passionate about bringing diversity and inclusion to life.
• The Together Project: At Liquor & Lotteries, Caring is part of our corporate culture - we care for each other, our partners, and our community The Together Project represents the charitable efforts of the corporation and its employees working together to enrich the lives of Manitobans. Employee charitable activities are eligible for reward benefits.

Vacation

• Accrue up to 10 paid vacation days per year during the first 2 years of employment.
• Accrue 15 paid vacation days per year after 3 years of employment.
• Accrue 20 paid vacation days per year after 5 years of employment.
• Accrue 25 paid vacation days per year after 9 years of employment.
• Accrue 30 paid vacation days per year after 19 years of employment.

Retirement Savings Plan

• Defined Benefit Pension Plan: Guaranteed lifelong monthly payment at retirement provides great security for employee’s long-term strategy.
• Voluntary Group Registered Retirement Savings Plan

Health Insurance and Benefits

• Customize your Plan: Choose from a variety of options to best fit your needs. Includes coverage for prescription drugs, vision, dental, ambulance, extended health options and more for you and your eligible dependants. Health Spending Account: Depending on the option you choose, you may receive up to $1,750 towards eligible medical or dental expenses.

Flex Credit: Depending on the bargaining unit and status, you may be provided with a Flex Credit amount to purchase some or all of Group Life Insurance, Accidental Death and Disablement Insurance & Dependent Life Insurance.

World-wide Travel Health Benefits

Employee & Family Assistance Program (EFAP): Free professional wellness support for employees and their immediate family member

Training and Development

• Educational Assistance: Tuition reimbursement for eligible employees.
• Training: Variety of courses and programs to support skill and professional development.
• Career progression: Internal job posting system that provides opportunities for a variety of career paths.
• Apprenticeship and skilled trade training: Programs offered in partnership with educational institutions such as RRC Polytech, the University of Winnipeg, and the University of Manitoba.

Discounts and Rewards

• Employee Rewards & Recognition Program: Points-based program recognizing employees for earned and nominated achievements such as long-service, going above and beyond, and community volunteer work.
• Discounts: Employees receive exclusive discounts from a variety of retailers, entertainment venues, and service providers.