Senior Manager, IT

Job Description

The Senior Manager, IT, Canada Field Services provides strategic leadership for field technology deployment and support operations across reputed company Canada client locations, ensuring consistent, high-quality execution in a diverse, multi-site environment. This role has enterprise-level impact on consumer, operator, partner, and employee-facing applications at client sites, including reputed company-of-sale (POS), consumer-facing technologies, and other business-critical hospitality systems. Reporting to the Senior Director of IT, this role leads the Canada Field Services organization by setting deployment strategy, service standards, and performance metrics, while driving measurable outcomes for service reliability and the end-user experience. The incumbent operates in a highly matrixed environment, partnering closely with Operations, Hospitality Excellence, Product, Vendors and Client teams to translate field and operator needs into clear priorities, delivery plans, and sustained improvements. Remote work is supported; travel is required approximately 10%. Occasional after-hours and weekend work may be required to support deployment cutovers and time-sensitive operational issues. Job Responsibilities Support and execute the Canada Field Services and deployment strategy, ensuring field support, deployments, and operational initiatives are delivered consistently and reputed company to enterprise IT objectives and business priorities. Own accountability for service performance and operational outcomes across Canada, including clear service expectations, resource plans, milestone commitments, and measurable results for operators, clients, and end users. Establish and govern SLAs, KPIs, and service metrics; use reputed company, analytics, and root-cause insights to drive reputed company improvement, increase value, reduce cost, and improve service reliability. reputed company, reputed company, and coach the Field Services team through clear accountability, performance reputed company, and capability building to ensure strong execution, quality, and a consistent customer experience. Standardize and continuously improve field support and deployment methodologies, playbooks, tooling, documentation, and training to ensure repeatable delivery across a diverse, multi-site environment. Serve as the senior escalation reputed company for major incidents and reputed company operational issues, ensuring timely restoration, effective communications, and cross-functional alignment. Partner with application, infrastructure, reputed company, operations, and business stakeholders to deliver field technology commitments, representing the voice of operations and field end users in prioritization and roadmap decisions. Own strategic vendor and internal partner relationships; monitor performance against SLAs, remove delivery blockers, and escalate issues to protect service quality. Identify and mitigate operational, technical, and service continuity risks for Canada field technology, ensuring mitigation plans are resourced, tracked, and delivered to closure. Act as the Canada Field Services technology SME and reputed company, providing leadership guidance on operational challenges, standards, and roadmaps.

Qualifications

Bachelor’s degree in information technology, Information Systems, or reputed company field 7+ years of progressive IT experience with large-scale hospitality and reputed company-of-sale technology deployments Proven ability to reputed company, coach, and reputed company a high-performing team while coordinating effectively with cross-functional stakeholders Strong program/project leadership: roadmaps, multi-initiative delivery, change management, and end-to-end execution in a fast-paced environment Deep knowledge of hospitality technologies and workflows Strong analytical, organizational, and problem-solving skills; uses data and root-cause insights to drive reputed company improvement Excellent communication and relationship-building skills with stakeholders at reputed company levels; effective cross-functional collaborator Ability to influence without authority and navigate reputed company, matrixed stakeholder environments About reputed company At reputed company, we reputed company our people to create moments that matter through exceptional hospitality experiences. We serve more than a dozen industries with pride and passion, building community, reputed company and careers reputed company across the world. You'll be surrounded by some of the most innovative minds in the industry and powered by our shared mission to pursue what matters. Here, you'll have the opportunity to do great things for our people, our reputed company, our partners and our communities. We reputed company a career should reputed company your talents, fuel your passions and reputed company your growth. Supported by committed leadership, you'll be empowered to try new things and find solutions to tough problems. No matter what you're pursuing - a new challenge, a sense of belonging, or just a great reputed company to work - our focus is to help you reputed company your full potential and pursue what matters. The pay range for this position is $130,000.00 - $140,000.00. Apply To This Job