Senior Manager, User Technology and Technology Support (T & I) (Hybrid) in Ottawa, Ontario

Position Title:

Senior Manager, User Technology and Technology Support (T & I) (Hybrid)

Status of Employment:

Permanent

Position Language Requirement:

English, French

Language Skills:

English (Reading – C – Advanced), English (Speaking – C – Advanced), English (Writing – C – Advanced), French (Reading – C – Advanced), French (Speaking – C – Advanced), French (Writing – C – Advanced)

Work at CBC/Radio-Canada

At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance.

Do you think you have the ability and drive to keep up with this exciting, ever-changing industry? Whether it be in front of the camera, on air, online or behind the scenes, you would be joining a team that thrives on making connections and telling stories that are important to Canadians.

Unposting Date:

2024-05-12 11:59 PM

Behind the scenes, but ahead of the curve: help us develop the next-generation public broadcaster.

Created in 2015 to align, lighten and modernize infrastructure, the Technology & Infrastructure (T & I) team is the backbone and the future forward arm of CBC/Radio-Canada. We are the people that make stuff work. We make connections; between media content, systems, people and places. We are the space in between.

A place with purpose. CBC/Radio-Canada has always been a highly regarded pioneer of media technology. Not just in Canada, but around the world. Today, we’re transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force and we are the team making it happen.

This role is a hybrid work arrangement. Work schedule to be discussed with Hiring Manager according to the guidelines defined by the department.

What You’ll Do

We’re looking for a Senior Manager, User Technology and Technology Support, reporting to the Director, Expertise Centre.

If you’re someone who values human relationships, a collaborative culture, open communication and a positive employee experience, we’ve got a job for you!

You will be a strategic, engaging and collaborative leader in charge of managing the user technology and technology support client service teams for CBC/Radio-Canada Corporate Services.

Your role will be to drive the employee experience by providing support teams with guidance on best practices for troubleshooting. You will be expected to work with the director and other managers to set operational and strategic priorities. Your responsibilities will include planning/co-ordinating team activities (hiring, monitoring, coaching, etc.).

Together with the User Technology team, you will apply your product management expertise to define the user technology evolution strategy in line with the business unit vision; help develop the technology strategy; and maintain client relationships for the portfolio under your purview. You will significantly influence the user experience and space management strategy from a technology perspective.

Your wide-ranging knowledge, sound judgment and analytical acumen will allow you to guide product evolution decisions and activities.

You will also manage relationships with stakeholders from all corporate departments and understand CBC/Radio-Canada’s strategy to ensure that user technology evolution is strategically aligned. You will be responsible for organizing and participating in the governance of solutions related to the product portfolio under your purview, including accountability for project delivery, maintenance and service levels.

This is a hybrid role with a mix of in-office and remote work in our Montreal, Toronto or Ottawa facility.

What’s in It for You?

Cutting-edge tech. We are the only media company in Canada that has transitioned to IP infrastructure, including establishing a brand new all-IP broadcast facility that provides virtually unlimited flexibility across multiple platforms. As part of CBC/Radio-Canada, a leader in this area, you will gain unparalleled hands-on experience and exposure to tools and processes that are currently sought after by other media companies.

Be part of a diverse and inclusive team and organization. We believe in celebrating human differences and know that there is no other path to becoming the best public broadcaster for all Canadians. There’s still more work to be done, and we are deeply committed to putting all of our corporate, individual and collective efforts into doing the work. You will be part of our growth and have opportunities to participate in our diversity and inclusion initiatives, including but not limited to Emerging Leadership Training and Unconscious Bias training. Led by a manager dedicated to hearing your unique perspective, you will help shape the work we do and how we do it.

Career growth. We are a continuously innovative, learning and growing organization; joining us now is a chance to be part of that whether you are an idea generator or an executor. We want to ensure you are happy in and out of the office. We offer a rare-in-tech work-life balance; professional development opportunities internally and externally, including the chance to attend or speak at conferences; and the support of your manager to pursue the next steps in your career.

How You’ll Make an Impact :

Communicating. You will promote the importance of client service and technology support across the Corporation to ensure that all departments are on the same page and deliver the best possible level of service. You will develop procedures for communicating with the technology components in order to optimize the delivery of technology innovations for the business community.

Guiding. You will bring your extensive management experience and engaging leadership style focused on communication, innovation and collaboration. You will supervise management personnel, including objective setting, performance reviews, compensation, training and development. You will hire and manage in-house and external resources to fulfil the departmental mandate. You will develop and maintain road maps and strategic plans to feed into annual financial planning and manage technology risks. As part of IT innovation projects, you will work with project managers to determine what human, financial and technical resources are required to deliver the project.

Collaborating . You will align team efforts with the Corporation’s strategic goals. You will help define the annual hardware upgrade plans based on business priorities and technological risks; develop IT standards and provide input on the short- and long-term strategy; and make recommendations regarding the equipment life cycle. You will be responsible for optimizing workflows and escalation procedures.

Innovating. You will improve all tasks associated with IT asset management, deployment systems, access requests, security, IT infrastructure monitoring and inventory management. You will manage client relationships to identify business priorities for product evolution as well as for managing technology risk. You will help evolve our existing technology and negotiate long-term contractual agreements with service providers.

What You Bring:

• Extensive experience managing a client service team

• Client focus and openness to change and new technologies

• Ability to manage dissatisfied clients and de-escalate tense situations

• Excellent communication and interpersonal skills; ability to deal with people at all levels of the Corporation and external/internal clients on behalf of the Executive Director, exhibiting high-quality written and verbal communication skills as well as diplomacy to deal effectively and efficiently with difficult situations

• Knowledge of management practices such as supervision and professional staff leadership, as well as internal practices and procedures for budgeting, recruitment, procurement, contract management, etc.

• Ability to help people achieve their goals

• Significant breadth of knowledge and understanding, from a managerial and business perspective, in key areas of information technology, including available technology solutions, data management, operations support, security, business continuity and disaster recovery

• Engaging leadership that fosters a respectful, supportive and open-minded culture in your team

• Five or more years’ experience in a management role

• University degree in business administration or management, or a combination of training and experience deemed relevant

• Bilingualism (English and French); you are comfortable working in both official languages and can manage bilingual remote teams.

• Ability to travel across Canada

Candidates may be subject to skills and knowledge testing.

We thank all applicants for their interest, but only candidates selected for an interview will be contacted.

CBC/Radio-Canada is committed to being a leader in reflecting our country’s diversity. That’s because we can only create and tell the stories that connect Canadians, by having a workforce that mirrors the ever-changing makeup of our country. That’s why we, as an employer, value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and pervade all the services we provide as Canada’s public broadcaster. For more information, visit the Diversity and Inclusion section (http://cbc.radio-canada.ca/en/working-with-us/jobs/diversity-inclusion-cbc-rc) of our website. If you have accommodation needs at this stage of the recruitment process, please inform us as soon as possible by sending an e-mail to recruitment@cbc.ca .

You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our corporate website (http://cbc.radio-canada.ca/en/vision/governance/corporate-policies/values-ethics/conduct) . All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on conflicts of interest (http://cbc.radio-canada.ca/en/vision/governance/corporate-policies/human-resources/conflicts) . In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.

Primary Location:

1000, Rue Papineau, Montreal, Quebec, H2K 0C2

Number of Openings:

1

Work Schedule:

Full time

At CBC/Radio-Canada (http://cbc.radio-canada.ca/en) , we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance.