Assistant Manager, IT Services

The Assistant Manager, IT Services is responsible for IT Services support across business applications, operational systems, and end-user technologies, while serving as a key technology leader embedded within the business. The role ensures effective operation, stability, and continuous improvement of business applications and operational systems, and oversees technology implementations and upgrades, including solutions that integrate both software and hardware components. In addition to supervising the IT Services support team and driving operational excellence, the Assistant Manager, IT Services provides hands-on technical leadership for initiatives and cross-functional projects. The role balances the delivery of technology enhancements and transformation initiatives with the continuity, reliability, and effectiveness of day-to-day IT services. Working closely with senior leadership, operational teams, and IT stakeholders, the Assistant Manager ensures that technology solutions are aligned with business objectives, operational realities, and long-term strategy, while minimizing disruption to ongoing operations.

Note: This position qualifies for an optional hybrid work schedule after 90 days of onsite work and onboarding. Employee will be subject to the terms of the Flexible Work Policy Agreement.

What you'll do 

Team Leadership & Supervision:

• Supervise the support team, including Analysts supporting business applications, operational systems, and end-user/hardware services, providing coaching, mentorship, and performance management.
• Ensure effective collaboration across application support, hardware support, and other IT service teams to deliver end-to-end support outcomes.
• Set priorities, service standards, and delivery expectations across both day-to-day operational support and technology improvement initiatives.
• Assign and prioritize support tasks and project work to ensure efficient resource utilization.
• Foster a collaborative, accountable, and outcome-driven team culture that supports cross-functional coordination and continuous improvement.
• Ensure adherence to operational processes, including incident, problem, request, and knowledge management.
• Monitor and manage service levels, ensuring timely resolution of issues and continuous service improvements.
• Identify and implement opportunities to improve service delivery, workflows, team effectiveness, and operational efficiency, while aligning outcomes with business priorities.

Technical Leadership & Project Management:

• Plan, coordinate and deliver IT projects of varying size and complexity, including initiatives involving applications and infrastructure.
• Lead the planning, coordination, and execution of projects of varying size and complexity, including system upgrades, new functionality, integrations, interface changes, and technology refresh initiatives.
• Develop project plans, scopes, schedules, risks, and dependencies, and coordinate resources across IT teams and vendors to ensure successful delivery and transition into operations.
• Coordinate internal IT teams and external vendors to ensure solutions are delivered effectively and integrated into existing environments.
• Develop and maintain technical and business documentation, including system requirements, test plans, and user guides.
• Coordinate system maintenance activities, including security updates, patches, and preventative maintenance.
• Oversee and contribute to the design, development, and maintenance of system integrations and interfaces.
• Provide technical oversight in troubleshooting and resolving complex application issues.

Strategic & Business Engagement:

• Work closely with business stakeholders to understand operational needs and technology requirements.
• Development of business cases and cost-benefit analyses for new technology initiatives.
• Identify and recommend opportunities for process improvements, automation, and technology innovation.
• Ensure system enhancements align with business goals and IT strategies.
• Participate in vendor negotiations and contract reviews for software solutions and services.

What you'll bring

• Bachelor's degree in Computer Science, Business Administration, or a related field.
• Minimum 5 years of IT leadership experience, including supervisory or team lead responsibilities.
• Prior experience in IT project delivery and coordination, business analysis, and IT service management best practices.
• Prior experience leading and coordinating teams supporting both application services and hardware-enabled IT services in an operational environment.
• Strong understanding of system development life cycle (SDLC) and change management principles.
• Solid understanding of IT infrastructure and system architecture concepts (e.g., networking, servers, storage, end user devices) to effectively support services, participate in projects, and collaborate with infrastructure and security teams.
• Hands-on experience with system integrations, troubleshooting methodologies, and issue resolution techniques.
• Technical expertise with relational databases and programming languages (e.g., SQL, .Net, Java, C#).
• Experience with enterprise applications (e.g., ERP, MRP) and supporting business-critical systems.
• Experience working in the marine transportation, logistics, or a similar industry is an asset.
• Strong leadership and people management skills, with the ability to coach and develop a high-performing team.
• Excellent problem-solving, decision-making, and conflict resolution skills.
• Strong communication and stakeholder management skills, with the ability to translate technical concepts into business language.
• Ability to balance technical leadership with operational oversight to drive business value.
• Self-motivated and detail-oriented, with the ability to manage multiple priorities effectively.
• Passion for service excellence and continuous improvement.
• Ability to keep up with evolving technology trends and recommend strategic improvements.

Why you'll love working here 

• This is a full-time, permanent position.
• In addition to an annual bonus and pension plan matching, this role provides you a very competitive salary in line with the successful candidate's experience.
• We also provide the best-in-class health and wellness benefits package for this position, including things such as extended health care (i.e. paramedical services for massage therapy, speech therapy, mental health coverage, physiotherapy, and more), dental care, vision care, life insurance, medical leave coverage, parental leave coverage, $500 personal spending account, and an Employee Family Assistance Program (EFAP).
• Access to Pemberton campus gym.

The estimated salary for this position is $109,800 - $134,200. In determining final salary, Seaspan considers many factors including the successful Candidate's skillset and experience as well as position location and internal equity. The final base salary offer will be at the Company's sole discretion and presented as part of a competitive total compensation package.