Our client, is seeking a high-caliber Operations Support Senior Manager.
...
In this critical technology leadership role, you will define and execute a modern operating model, overseeing production support, proactive maintenance, functional enhancements, and end-to-end incident management across a sophisticated, multi-channel enterprise contact center infrastructure (spanning voice, chat, email, SMS, and digital fax channels). Operating in a high-urgency, fast-paced corporate environment, you will manage tier-1 vendor delivery, govern financial budgets, and act as a strategic operational partner to business unit executives to ensure high system uptime and exceptional customer experiences.
Duration: 6-Month Initial Contract (With long-term roadmap potential)
Work Arrangement: Hybrid (Minimum 2 days per week on-site at the Mississauga, ON corporate office)
Advantages
Fortune 10 Enterprise Scale: Lead mission-critical contact center and unified communications infrastructure supporting millions of patients, healthcare providers, and partners across North America.
Strategic Autonomy: Step in to architect and champion a net-new operational support framework, transforming cross-functional service delivery.
Broad Technology Scope: Govern a sophisticated ecosystem blending modern Cloud Contact Center platforms (CCaaS), Salesforce CRM integrations, automated IVR flows, and advanced AI speech analytics.
Comprehensive Fiscal & Operational Ownership: Control a significant technology budget, manage tier-1 vendor contract portfolios, and directly mentor a high-performing operations team.
Responsibilities
Incident Management & Command Center Leadership (40% of time)
Lead and oversee real-time production issue resolution, including coordinating tactical command center activities during critical technical disruptions.
Ensure clear, highly structured, and timely communication to all business and technology stakeholders during and after service outages.
Direct deep-dive root cause analysis (RCA) and deliver comprehensive post-incident compliance reviews to leadership.
Operational Support & Solution Deployment (20% of time)
Manage day-to-day production operations for unified communications and telephony, ensuring high availability, system redundancy, and platform performance.
Oversee the architectural development and deployment of technical solutions, including configuring and optimizing new Interactive Voice Response (IVR) call flows.
Manage incoming service requests from various business lines to deliver system enhancements and scale enterprise platform integrations.
Vendor Governance & SLA Enforcement (10% of time)
Oversee external production support teams, manage strategic vendor relationships, and monitor vendor performance against strict contract agreements.
Hold vendors accountable for delivery quality, enforce Service Level Agreements (SLAs/OLAs), and manage escalation pipelines.
Executive Communications & Stakeholder Alignment (10% of time)
Provide strategic insights, project roadmaps, platform health metrics, and clear executive summaries to senior business and technology stakeholders.
Team Leadership & Talent Development (10% of time)
Lead, mentor, and build a high-performing operations support squad, fostering a culture of technical accountability, psychological safety, and continuous improvement.
Budget Optimization & Financial Management (10% of time)
Develop and manage the technology unit's operational budget, providing complete transparency regarding financial expenses to participating business lines.
Drive cost optimization initiatives, negotiate competitive vendor pricing models, and monitor software asset and resource utilization.
Qualifications
Experience: Minimum 9+ years of progressive professional IT Operations experience specifically within an enterprise Contact Center / Telephony environment, supplemented by 6+ years of direct people management experience.
Telephony Stack Expertise: Deep technical knowledge of unified communications, telephony systems, and multi-channel engagement routing (Voice, Chat, Email, SMS).
ITSM Frameworks & Monitoring: Proven experience leveraging standard incident management monitoring tools and IT Service Management (ITSM) frameworks (e.g., ServiceNow, Jira, ITIL foundations).
Infrastructure & Cloud Architecture: Solid understanding of modern core network infrastructure, cloud-based architectures (CCaaS solutions), and enterprise web service integrations.
Data-Driven Analysis: Excellent analytical capabilities with a demonstrated history of parsing system performance metrics, diagnosing configuration breaks, and implementing proactive stability solutions.
Financial & Contract Literacy: Strong background in corporate vendor management, including reviewing commercial contracts, optimizing asset pricing, and managing capital/operational budgets.
Education: Bachelor's degree in Information Technology, Computer Science, Telecommunications, Network Engineering, Business Administration, or a related equivalent field.
Nice-to-Have Skills & Assets
Direct IT operations experience within the healthcare, pharmaceutical, or medical services sectors.
Background operating as an IT management consultant within major enterprise environments.
Practical integration experience linking contact center technology with Salesforce CRM workflows.
Functional or academic exposure to automation tools, AI bots, speech analytics, and business intelligence visualization dashboards.
Summary
If you are a seasoned IT Operations Leader who thrives on untangling complex system disruptions, managing tier-1 vendor agreements, and modernizing cloud contact center flows, this Mississauga-based mandate is a perfect match. Bring your ITIL discipline, telephony architecture savvy, and executive presence to a premier healthcare technology division today!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
This posting is for existing and upcoming vacancies.
show more
Our client, is seeking a high-caliber Operations Support Senior Manager.
In this critical technology leadership role, you will define and execute a modern operating model, overseeing production support, proactive maintenance, functional enhancements, and end-to-end incident management across a sophisticated, multi-channel enterprise contact center infrastructure (spanning voice, chat, email, SMS, and digital fax channels). Operating in a high-urgency, fast-paced corporate environment, you will manage tier-1 vendor delivery, govern financial budgets, and act as a strategic operational partner to business unit executives to ensure high system uptime and exceptional customer experiences.
Duration: 6-Month Initial Contract (With long-term roadmap potential)
Work Arrangement: Hybrid (Minimum 2 days per week on-site at the Mississauga, ON corporate office)
Advantages
Fortune 10 Enterprise Scale: Lead mission-critical contact center and unified communications infrastructure supporting millions of patients, healthcare providers, and partners across North America.
Strategic Autonomy: Step in to architect and champion a net-new operational support framework, transforming cross-functional service delivery.
...
Broad Technology Scope: Govern a sophisticated ecosystem blending modern Cloud Contact Center platforms (CCaaS), Salesforce CRM integrations, automated IVR flows, and advanced AI speech analytics.
Comprehensive Fiscal & Operational Ownership: Control a significant technology budget, manage tier-1 vendor contract portfolios, and directly mentor a high-performing operations team.
Responsibilities
Incident Management & Command Center Leadership (40% of time)
Lead and oversee real-time production issue resolution, including coordinating tactical command center activities during critical technical disruptions.
Ensure clear, highly structured, and timely communication to all business and technology stakeholders during and after service outages.
Direct deep-dive root cause analysis (RCA) and deliver comprehensive post-incident compliance reviews to leadership.
Operational Support & Solution Deployment (20% of time)
Manage day-to-day production operations for unified communications and telephony, ensuring high availability, system redundancy, and platform performance.
Oversee the architectural development and deployment of technical solutions, including configuring and optimizing new Interactive Voice Response (IVR) call flows.
Manage incoming service requests from various business lines to deliver system enhancements and scale enterprise platform integrations.
Vendor Governance & SLA Enforcement (10% of time)
Oversee external production support teams, manage strategic vendor relationships, and monitor vendor performance against strict contract agreements.
Hold vendors accountable for delivery quality, enforce Service Level Agreements (SLAs/OLAs), and manage escalation pipelines.
Executive Communications & Stakeholder Alignment (10% of time)
Provide strategic insights, project roadmaps, platform health metrics, and clear executive summaries to senior business and technology stakeholders.
Team Leadership & Talent Development (10% of time)
Lead, mentor, and build a high-performing operations support squad, fostering a culture of technical accountability, psychological safety, and continuous improvement.
Budget Optimization & Financial Management (10% of time)
Develop and manage the technology unit's operational budget, providing complete transparency regarding financial expenses to participating business lines.
Drive cost optimization initiatives, negotiate competitive vendor pricing models, and monitor software asset and resource utilization.
Qualifications
Experience: Minimum 9+ years of progressive professional IT Operations experience specifically within an enterprise Contact Center / Telephony environment, supplemented by 6+ years of direct people management experience.
Telephony Stack Expertise: Deep technical knowledge of unified communications, telephony systems, and multi-channel engagement routing (Voice, Chat, Email, SMS).
ITSM Frameworks & Monitoring: Proven experience leveraging standard incident management monitoring tools and IT Service Management (ITSM) frameworks (e.g., ServiceNow, Jira, ITIL foundations).
Infrastructure & Cloud Architecture: Solid understanding of modern core network infrastructure, cloud-based architectures (CCaaS solutions), and enterprise web service integrations.
Data-Driven Analysis: Excellent analytical capabilities with a demonstrated history of parsing system performance metrics, diagnosing configuration breaks, and implementing proactive stability solutions.
Financial & Contract Literacy: Strong background in corporate vendor management, including reviewing commercial contracts, optimizing asset pricing, and managing capital/operational budgets.
Education: Bachelor's degree in Information Technology, Computer Science, Telecommunications, Network Engineering, Business Administration, or a related equivalent field.
Nice-to-Have Skills & Assets
Direct IT operations experience within the healthcare, pharmaceutical, or medical services sectors.
Background operating as an IT management consultant within major enterprise environments.
Practical integration experience linking contact center technology with Salesforce CRM workflows.
Functional or academic exposure to automation tools, AI bots, speech analytics, and business intelligence visualization dashboards.
Summary
If you are a seasoned IT Operations Leader who thrives on untangling complex system disruptions, managing tier-1 vendor agreements, and modernizing cloud contact center flows, this Mississauga-based mandate is a perfect match. Bring your ITIL discipline, telephony architecture savvy, and executive presence to a premier healthcare technology division today!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
This posting is for existing and upcoming vacancies.
show more
