Manager, Technical Systems & Services

Trans Mountain Corporation operates Canada’s only pipeline system transporting oil products to the West Coast. We deliver approximately 890,000 barrels of petroleum products each day through a dual pipeline system of more than 1,150 kilometres of pipeline in Alberta, British Columbia and Washington state.

Trans Mountain also operates a state-of-the-art loading facility, Westridge Marine Terminal, with three berths providing tidewater access to global markets.

As a federal Crown corporation, Trans Mountain continues to build on more than 70 years of experience delivering operational and safety excellence through our crude oil pipeline system.

With our expanded pipeline system now in place, Trans Mountain provides enhanced direct access for Canadian crude oil to world markets. The expansion realizes a world-class system for oil transport, developed to Canada’s high standards within one of the most stringent regulatory regimes in the world, creating long-term economic benefits, enhanced marine protection, enhanced safety and emergency management capabilities, and enhanced skilled-worker capacity building in communities and Indigenous groups.

Our Core Values

Trans Mountain’s core values – Safety, Integrity, Respect and Excellence – guide our every step. Each obstacle we’ve overcome or success we’ve experienced has been the result of a shared commitment to living these values every day. Together, we’re focused on doing the right thing for each other and our communities.

We are seeking a Manager, Technical Systems & Services. Reporting to the Director, IT Infrastructure and Operations, this role is responsible for deploying, maintaining and evolving core technology platforms and information assets to meet all operating requirements, while delivering end-user technology support.

This position will be based at our Calgary Head office and will be an in-office position.

Key Responsibilities

- Technology Strategy: Ensure technology solutions sustainably evolve to meet the growing needs of the organization; help progress the technology maturity of the organization. Continue to evolve TM's mobility strategy to allow efficient and secure remote work and collaboration. Look for ways to improve performance and reduce cost of IT services.

- Operational Management: Maintain the daily operational continuity and performance of all technology systems and services. Respond immediately to efficiently resolve system/network issues. Ensure the currency and security of technology solutions by patching and protecting information assets, with the support of the SecOps team. Develop and execute an asset/technology lifecycle management plan, identify and remediate gaps in process, and provide team members with the direction and support required to execute their duties effectively.

- Optimize Processes: Document and enhance foundational processes to operate Infrastructure and Operations area, and link to relevant processes to ensure work is prioritized and structured.

- Resilience: Update, maintain and test the IT Disaster Recovery Plan, perform annual tabletop exercises. Contribute to the company Business Continuity Plan and all Emergency Management requirements. Ensure technology strategy, project delivery and technology lifecycle support a resilient, recoverable IT ecosystem.

- Project Delivery: Assess business needs and design solutions (in concert with Architecture team); deliver projects in support of key business and IT priorities on time and at budget.

- Customer Service: Lead the Technical Support practice, ensuring that Service Desk, Deskside Support and Field Support are delivered within set expectations. Ensure an unsurpassed customer experience with resulting feedback metrics. Create required data analysis, processes and systems to ensure peak performance and continuous improvement.

- Process Maturity and Governance: Ensure compliance with all required policies and regulatory obligations. Lead the delivery of process maturity efforts, including the further incorporation of ITIL and other key framework principles.

- Metrics and Reporting: Establish KPI (Key Performance Indicators) and KRI (Key Risk Indicators) to provide better visibility to the work within the area and identify and reduce risks that may impact the company and team.

Qualifications And Professional Experience

- Minimum of 10 years of technical support experience and experience leading a team.

- Bachelor’s degree in information technology, computing science or computer engineering.

- ITIL, Agile/Lean, PMP certifications are considered an asset.

- Extensive understanding of networks, servers, OS, architecture, storage, and cloud.

- Functional knowledge of ITIL and ability to apply ITIL structure and approach.

- Experience with ServiceNow and reporting is considered an asset.

- Understanding of Service Desk/Deskside operations.

- Understanding or experience managing infrastructure technology within an Operational Technology (OT) environment is considered an asset.

- Telecommunications experience, including fiber networks, is considered an asset.

- Extensive understanding of Project Delivery methodology and frameworks.

- Previous experience with Disaster Recovery and Business Continuity planning, testing and execution.

- The ability to work in a fast-paced and dynamic environment.

Relocation Eligibility

We invite applicants from outside the position location to apply. Relocation to the position location will be required and domestic relocation assistance may be considered for the successful candidate.

Application

Candidates may submit their application in English or French. To apply in French, please use our French careers site: Careers (French)

We Build Careers and Pipelines That Last

Our story is about determination, resourcefulness and resilience. It’s about charting our own course, finding innovative solutions to challenging problems and doing the right thing. It was true when Trans Mountain became a company in 1951 and it’s just as true today. We welcome new members to our team that embrace the qualities in our story, that thrive on the new path and directions we take. Our culture is one of care and taking our responsibilities seriously. If you would like to contribute to our culture, then join our journey.

A Rewarding Opportunity We offer:

- Valuable experience providing opportunity for professional development and career advancement;

- An opportunity to engage with and learn from some of the most talented and experienced people in the business;

- Competitive compensation;

- Comprehensive benefits programs including flexible benefits, pension and savings plans;

- A place to share a sense of purpose and build relationships;

- Meaningful work that makes a difference;

- An opportunity within the Canadian energy industry.

We value:

- The health, safety and wellness of everyone working in our company;

- Meaningful participation from Indigenous and local communities;

- The commitment and resilience of our people;

- Collaboration and achieving success together.

In keeping with Trans Mountain’s commitment to maximize benefits for communities, priority will be given to qualified candidates from Indigenous, local and regional communities along the Trans Mountain pipeline corridor.

In Alberta, the pipeline system spans the traditional territories of Treaty 6, 7 and 8, and the Métis Nation of Alberta (Zone 4).

In British Columbia, the system crosses the traditional territories of numerous First Nations that are affiliated with the Secwepemc, Dakelh (Carrier), Nlaka'pamux, Syilx/Okanagan, Interior and Coast Salish, Stó:lo, as well as the Métis.

Trans Mountain also operates through 15 First Nation Reserves located within the region spanning the BC interior through Fraser Valley.

Our Commitment to Inclusion, Diversity, Equity and Accessibility (IDEA) Trans Mountain is committed to fostering inclusion, diversity, equity and accessibility. The diverse viewpoints and cultural knowledge that our employees bring to work enrich our organization’s collective cultural understanding, which is reflected in the work we do every day. We strive to create an environment that is free of barriers to promote full participation in the workplace. Trans Mountain welcomes new team members from traditionally underrepresented groups, including but not limited to women, Indigenous Peoples, members of racialized groups, persons with disabilities and members of the 2SLGBTQI+ community.