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Manager, Infrastructure Service

February 14 2020
Categories Project Management, Business Analysis, Information Technology, IT, Analyst, Project management
Toronto, ON

Corporate Services Division / Information Technology Branch

Permanent, Full-Time
Location: Toronto

Salary Range: $93,989 - $117,495 per year

Are you a dynamic and people-focused leader who thrives in a fast-paced environment? Are you a forward-thinking and innovative individual who strives for quality and continuous improvement? At the Alcohol and Gaming Commission of Ontario (AGCO), you will be joining an energetic and collaborative team where you can make an impact.

The AGCO is responsible for regulating the alcohol, gaming and horse racing sectors and cannabis retail in Ontario in accordance with the principles of honesty and integrity, and in the public interest.  We are looking to hire a Manager, Infrastructure Services, who will be responsible for the delivery of all IT Infrastructure and related IT operations used to enable business capabilities and services across the enterprise.

Reporting to the Director of Information Technology, responsibilities include, but are not limited to, managing the Network environment, the AGCO's physical Data Center and cloud environments that include O365. In addition, the successful candidate will be responsible for the design, build and operation of AGCO's Disaster Recovery site, leveraging cloud services and will play an active role in the design and architecture of AGCO's application toolset.

As a key member of the IT leadership team this role contributes to the development and execution of the enterprise wide IT strategy and is responsible for ensuring that the Infrastructure and Operations (I&O) strategy is fully aligned, with the IT and business strategy.

Responsibilities in the role include:

  • Setting the mission, vision, and strategy of the Infrastructure team to maximize the success of business and IT enterprise initiatives.
  • Introducing innovative, differentiating infrastructure and operations capabilities that enhance our overall capabilities and enhance employee productivity.
  • Working with the IT leadership team on the service portfolio and governance required to prioritize resources, including budget.
  • Building successful stakeholder relationships with other IT and business leaders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring cost-effective delivery of IT services to meet those needs.
  • Defining, developing and managing a comprehensive and integrated ITSM landscape, based on best-practice processes, disciplines and related toolsets.
  • Collaborating with the Information Security Office to ensure I&O embrace and apply security strategy.
  • Working closely with the Information Security Office to monitor security related activities as well as provide support for security breaches or incidents.
  • Leveraging influencing and negotiation skills across IT and the enterprise to enable cost-effective and innovative shared solutions in the achievement of business goals.
  • Providing direction on what emerging technologies should be incorporated into I&O products and services to successfully deliver overall IT strategy.
  • Championing I&O involvement in the IT organization's innovation efforts and its role in experimenting with new solutions to improve our stakeholders experience.
  • Providing strategic direction and oversight for the full life cycle of design, development, operation and support of IT systems.
  • Working with HR and the IT leadership team to develop and execute workforce plans that ensure I&O can supply skilled resources to meet current and future demand.
  • Developing the maturity of I&O to improve efficiency, deliver new innovations and increase collaboration with other business areas (e.g., through Agile and DevOps).
  • Driving the adoption of (and commitment towards) service improvements.
  • Managing and coaching a team to ensure each member has a voice and to ensure they have the tools and training required to ensure projects are completed on time.
  • Ensuring efficient processes are documented and followed to ensure quality of services and expectations are met.
  • Acquisition and administration of all new hardware, software and related maintenance contracts and working with the Finance and Purchasing Departments to track, reconcile and forecast budgets.
  • Collaborating with the IT Leadership Team to develop and execute an effective strategic plan and roadmap for the Department and review, prioritize and plan projects while ensuring adequate resources are available.
  • Working closely with the PMO office and Business Solutions Group to ensure delivery of support services are aligned with business objectives and to identify opportunities for continuous improvement.

The ideal candidate will have:

  • Completion of post-secondary education in computer science, information systems or business administration, related field or equivalent work experience
  • 5-10 years of experience in an information technology leadership role
  • Strong leadership skills to guide and oversee the work of technically skilled infrastructure specialists
  • Experience applying the ITIL processes with a focus on Incident Management, Change Management and Problem Management
  • Experience developing, analyzing and reporting on metrics
  • Good understanding of and practical experience with project management principles and resource management
  • Effective influencing and negotiation skills in an environment where resources required for success may not be in direct control of this role
  • Ability to develop staff including coaching, mentoring and performance management
  • Ability to prioritize a variety of competing tasks in a fast-paced environment
  • Thorough knowledge and understanding of networking infrastructure, including routers, switches, fiber backbone and data cabling, SANs, Blade Servers, WLAN controllers and tape backup appliances in a virtualized environment
  • Experience of developing governance practices to track and measure the quality of services, and maintain service improvement plans
  • Experienced in leading cloud adoption, including establishing governance mechanisms, delivering migration projects and modifying I&O's target operating model
  • Ability to build consensus, making decisions based on many variables, and gain support for major initiatives 
  • Deep understanding of current and emerging I&O technologies and practices, and how other enterprises are employing them
  • Thorough knowledge and understanding of Infrastructure security, security policies and Least Privilege Management practices
  • Advanced communication and interpersonal skills, with the ability to liaise and consult professionally with internal and external stakeholders
  • Expertise in establishing and improving DevOps
  • Strong third-party management skills

The successful candidate must be eligible to work in Canada and will be subject to a criminal background check.

To apply to this vacancy, please submit your application online at our Careers Webpage located at, by February 28, 2020.

The AGCO is an inclusive and equal opportunity employer. 

Disability-related accommodation during the recruitment process is available upon request. network