IT Operations Manager - Vancouver, BC

PNI Digital Media is a leading tech industry e-commerce solutions provider, and we’re proud to be one of BC’s Top Employers.  We’re looking for an IT Operations Manager to work in our Vancouver, BC office.

The IT Operations Manager oversees and directs the day-to-day activities of the organization’s IT department, ensuring that systems, services, and infrastructure work reliably and securely.  This role will lead teams that develop and implement networks and servers, respond to business unit requests, and monitor system stability and performance.  The IT Operations Manager provides guidance and leadership to the IT department and its technicians, but also directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.  Key responsibilities include:

  • Monitoring servers, networks, and computer systems for irregularities and performance issues in application and Infrastructure.

  • Ensuring all operation teams are supporting project teams effectively.

  • Setting up service introductions, process enhancements and technical support guides.

  • Ensuring holiday readiness and capacity management.

  • Working with the Order Support to define product requirements for various systems.

  • Assisting Business Development with business opportunities related to PNI back-end systems.

  • Working with the senior leadership team to help develop the roadmap for new features and functionalities.

  • Setting and regulating Operations KPIs; improving processes and polices in support of organization goals.

  • Coaching and mentoring direct reports.

  • Overseeing upgrades, installations and service improvements.

  • Assisting with vendor negotiations.

  • Assisting with short-term and long-term strategic planning.

  • Acting as the point of contact for any escalated critical / blocked issues pertaining to site bugs.

Skills & Experience

  • Bachelor's degree in Computer Science is preferred.

  • 10+ years’ experience in a technology role, of which at least 5 years were in an IT Operations leadership role.

  • Management experience growing and developing a technical delivery team with business-facing roles is highly desirable.

  • Strong understanding of Change Management and Production Control.

  • An excellent knowledge of release management and release automation tools

  • Familiar with VSTS (Azure DevOps)

  • A clear understanding of processes especially incident and problem management.

  • Experience with ITSM toolsets.

  • Broad technology knowledge implementation & experience.

  • Experience in a cloud based environment is ideal.

  • Track record of planning and delivering cost effective results.

  • Efficiency in SLA Definition, Evaluation, Monitoring and Reporting Demonstrated experience in evaluating and managing risk.

  • Experience in balancing supply and demand of resource requirements.

  • Proven project management skills with the ability to multi-task, delegate and prioritize tasks across various locations and in a cost-effective manner.

  • Excellent verbal and written communication skills in English. 

  • Excellent problem-solving skills.

  • Demonstrated management, leadership, decision-making, and team-building skills.

  • Demonstrated ability to work effectively in a fast-paced, high volume, deadline-driven environment.

  • Strong interpersonal, conflict resolution, presentation, and customer service skills.

 What's it like to work at PNI Digital Media?

At PNI, we never settle for status quo.  We never forget that our customers are our business.  We’re efficient but diligent.  We value teamwork.  And above all, we know how to have fun.  We love dogs, video games, karaoke, popcorn and foosball.  We celebrate our successes, and we hold charity and fitness events throughout the year.  In addition to a fitness subsidy, mat leave top-ups and a dog-friendly workplace, we offer our staff free fitness and yoga classes each week.  Come and find out why we’re a consistently award-winning employer.  Some of our recent accolades:

  • Canada Top 100 Employers

  • BC's Top Employers

  • SME Canada Top Small & Medium Employers

  • BC's Top Technology Companies

  • Profit 500 Company

PNI builds on-demand personalized print solutions, transaction processing, and order routing services for the world's largest retailers.  We connect consumer-ordered digital content, whether from online, in-store kiosks, desktop software, or mobile phones, with retailers that have on-demand manufacturing capabilities, to produce personalized products.