Manager, Technical Alignment

Description

About ITS:

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary:

The Manager, Technical Alignment leads a team of Technical Alignment Analysts (TAAs) responsible for aligning client IT environments with organizational standards to drive proactive service delivery and reduce reactive support. This leadership role ensures the successful execution of the Technical Alignment practice by overseeing technical alignment operations, developing standards, and collaborating with Client Management Office, Strategic Advisors, and other service delivery teams to deliver measurable client outcomes.

Requirements

Responsibilities:

Team Leadership & Development

• Lead, mentor, and manage a team of TAAs, ensuring consistent execution of alignment processes and client engagement strategies.
• Set performance goals and conduct regular evaluations to ensure alignment with organizational objectives.
• Foster a culture of continuous improvement, technical excellence, and client-centric service.
  
  

Team Management

• Capacity and demand management.
• Monitor alignment metrics, review completion rates, and ensure timely delivery of actionable insights to Strategic Advisors.
• Ensure TAAs schedule regular onsite alignment visits (where applicable) and conduct assessments in accordance with client needs and organizational guidelines.
  
  

Standards & Alignment Oversight

• Oversee the development, maintenance, and evolution of the Standards Library in collaboration with the Standards Committee.
  
  

Strategic Collaboration

• Partner with Strategic Advisors to ensure technical findings from TAAs are translated into strategic business recommendations.
• Coordinate with Proactive Services, Service Desk, and Professional Services to resolve misalignments and implement improvements.
• Participate in executive-level planning to evolve the Technology Success Practice and improve client outcomes.
  
  

Operational Excellence

• Establish and enforce best practices for scheduling, documentation, and client communication across the TAA team.
• Ensure TAAs maintain deep technical knowledge of client environments and vendor relationships.
• Drive consistency in service delivery by institutionalizing knowledge and reducing reliance on tribal knowledge.
  
  

Client Experience & Quality Assurance

• Ensure TAAs build and maintain strong technical relationships with client contacts.
• Review client feedback and alignment reports to identify trends, risks, and opportunities for improvement.
• Champion the importance of proactive service and technical alignment in delivering world-class client experiences.
  
  

Account Governance

• Act as the TAA for a small book of strategic accounts
• Partner with Strategic Advisors on Key accounts to join key meetings.
  
  

Experience

Knowledge, Skills, and Abilities:

• Strategic thinker with a passion for operational excellence.
• Strong interpersonal and communication skills.
• Ability to manage multiple priorities and client relationships.
• Comfortable working in a fast-paced, evolving environment.
• Strong understanding of IT infrastructure, cloud services, and compliance frameworks.
• Proven ability to lead cross-functional teams and drive process improvement.
  
  

Experience:

• 5+ years of experience in IT service delivery, technical consulting, or systems engineering.
• 2+ years of experience managing technical teams or service delivery functions.
• Experience with PSA and RMM tools (e.g., Propel, ConnectWise, Kaseya) is preferred.
  
  

Compensation Package

ITS offers a full benefits package, including:

• Comprehensive Group Benefits Program
• Paid Holidays and Vacation
• Company-paid life Employee Assistance Program
• Company-paid training, materials, and exams
• Performance-based bonuses
• Flexible/hybrid work arrangements
  
  

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to citizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, receipt of public assistance (in housing) and record of offences (in employment), or any other characteristic protected by federal or provincial laws.

We are happy to provide accommodations at any stage of the recruitment process. Should you require any accommodations, please do not hesitate to let us know.