Senior Associate, Technology Operations

Canada Development Investment Corporation (“CDEV”) is a self-sustained federal Crown corporation that has become the entity of choice for critical financial transactions needed to help the federal government achieve its goals and maximize the value of its corporate assets. With a more than 40-year long history of operations, CDEV has seen its mandate expand over time to provide a breadth of financial advisory services and expertise to support the country’s broader economic objectives.Acting as a bridge between government objectives and the private sector, CDEV is positioned as the Government’s centre of excellence for financial advisory, and brings a commercial discipline to the evaluation, management, and divestiture of assets as well as other initiatives it executes in partnership with the Government of Canada.CDEV provides a unique and valuable perspective with deep financial expertise to the country’s most complex and diverse commercial transactions. Headquartered in Toronto with an office in Ottawa and subsidiary offices across the country, it is governed by an independent board of directors. CDEV has five key pillars of expertise:Managed AssetsCapital & Funding SolutionsSpecial Situations & Strategic ReviewsCDEV is responsible for the oversight of over $75 billion of assets and programs through its eight subsidiaries, forming the CDEV Group of Companies. Its high-profile roles in recent years include the purchase and ongoing management of the Trans Mountain pipeline, the establishment of the $15-billion Canada Growth Fund, and the establishment and operation of the Large Employer Emergency Financing Facility (LEEFF) program, which provided over $7 billion in structured bridge financing to large Canadian companies who were impacted by the COVID-19 pandemic.The CDEV Group of Companies continues to grow with CDEV having been mandated to lead the delivery of the $10-billion federal Indigenous Loan Guarantee Program and the $10-billion Large Enterprise Tariff Loan (LETL) facility as well as structure a significant financing agreement with Telesat to support Canada’s largest ever space program.CDEV is seeking a Senior Associate, Technology Operations & Strategy Execution to own day-to-day technology service delivery, employee technology experience, managed service provider performance, operational processes and technology enablement across the organization.Reporting to the Head, Technology, Data and Cybersecurity, this role will ensure that CDEV’s technology services, vendors, devices, collaboration tools and operational processes enable employees to work securely, reliably and effectively across a growing hybrid organization.The role is suited to an experienced technology strategy, operations, service delivery, digital workplace professional from a regulated, financial services, public-sector, consulting or similarly complex environment. The successful candidate will be senior enough to challenge vendors, support executives, manage escalations, improve operational discipline and translate business needs into practical technology service improvements.Key Responsibilities
Technology enablement and employee experience
Oversee the day-to-day employee technology experience across laptops, mobile devices, Microsoft 365, Teams, SharePoint, meeting-room technology, peripherals, identity, access and office technologyAct as the internal escalation point for technology service issues affecting employees, executives, board activities or critical business operationsCoordinate onboarding, offboarding and role changes to ensure devices, accounts, permissions, licenses and equipment are delivered or removed in a timely and controlled mannerIdentify recurring technology issues and work with the MSP to drive root-cause resolutionSupport employees and teams in adopting technology tools, collaboration platforms and improved ways of workingHelp translate business pain points into practical technology improvementsEnsure technology services support CDEV’s hybrid work model across Toronto, Ottawa, remote work and subsidiary-related locationsImprove consistency, responsiveness and professionalism in the delivery of technology servicesMSP and vendor service delivery
Oversee MSP performance against service levels, operational expectations and agreed responsibilitiesChair or support regular operational service review meetings with the MSPMonitor ticket volumes, ticket quality, response times, resolution times, aging tickets, escalations and recurring issuesEnsure incidents, escalations and service requests are documented, tracked and resolvedMaintain a clear service catalogue and responsibility matrix between CDEV, the MSP and other vendorsChallenge vendor recommendations where appropriate and ensure proposed solutions align with CDEV’s operating needsSupport MSP transition activities, including knowledge transfer, service stabilization, documentation and operational readinessCoordinate with vendors on licensing, device procurement, renewals, service issues and operational changesProvide concise reporting to the Director on service performance, risks, issues, trends and required decisionsAsset, license and lifecycle management
Manage laptop ordering, device lifecycle, inventory, warranties, peripherals and related technology assetsMaintain visibility into software licenses, subscriptions, renewals and usageCoordinate procurement, deployment, replacement and disposal processes with the MSP, Finance and vendorsEnsure asset and license records are accurate, complete and regularly reviewedSupport budgeting and forecasting for technology assets, licenses, renewals and operational spendIdentify opportunities to rationalize licenses, reduce waste and improve value from technology investmentsEnsure joiner, mover and leaver processes are reflected accurately in asset, license and access recordsMaintain practical procedures for recurring asset and lifecycle activitiesOperational processes, controls and reporting
Maintain operational dashboards covering service performance, ticket trends, asset status, onboarding / offboarding, recurring issues and vendor performanceTrack operational risks, issues, dependencies and remediation itemsDevelop and maintain standard operating procedures for common technology processesSupport audit, compliance, risk and governance requests by coordinating operational documentation and evidenceEnsure technology changes are assessed for operational impact, employee readiness and supportabilityCoordinate with cybersecurity, privacy, ATIP, records and business-continuity stakeholders where technology changes have control or information-management implicationsDocument lessons learned from incidents, service failures and operational issuesHelp define practical, right-sized operational controls for a small but sensitive Crown corporation environmentEnsure operational processes are not overly dependent on individual knowledge or informal workaroundsTechnology change readiness and continuous improvement
Support implementation of technology improvements related to Microsoft 365, collaboration tools, endpoint management, identity, device management, service delivery and user experienceCoordinate testing, communications, training and transition-to-support activities for operational technology changesEnsure new technology services are supportable, documented and ready before rolloutWork with business teams to understand adoption challenges and improve technology enablementIdentify process improvements that reduce manual effort, improve controls and enhance employee experienceSupport technology initiatives related to data governance, AI readiness and digital workplace maturity where operational enablement is requiredCoordinate with the MSP and internal stakeholders to ensure changes are implemented with minimal disruptionHelp build a culture of continuous improvement in technology service deliveryQualifications
Education & Certifications
Bachelor’s degree in Information Systems/Computer Science (or related);
graduate degree an asset.Cloud: Microsoft Azure/365 certifications strongly preferred.ITIL (Foundation or higher) preferred;
PMP an asset.Experience
5-8 years of experience in technology transformation, operations, delivery or strategy preferably in Canadian banking, financial services or in the public sectorExperience overseeing managed service providers, outsourced technology teams or external technology vendorsStrong understanding of Microsoft 365, Teams, SharePoint, endpoint management, identity and access processes, device lifecycle, cloud-based collaboration tools and hybrid work environmentsExperience managing service levels, tickets, escalations, recurring issues and operational performance reportingExperience supporting senior stakeholders, executives or business-critical operationsStrong understanding of onboarding, offboarding, asset management, license management and operational control processesExperience working in a regulated, risk-conscious or governance-heavy environmentAbility to manage operational issues and escalations with urgency, judgment and professionalismAbility to challenge technical vendors while maintaining productive working relationshipsStrong documentation, process-management and follow-through skills
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