IT Managed Services Lead

About Us

The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores.

Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry.  We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences.  We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.  

About the Role

We’re looking for an IT Managed Services Lead to join our team. The IT Managed Services Lead will be responsible for the ongoing monitoring of IT Managed Services providers and the continuous improvement of processes and policies. The IT Managed Services Lead will collaborate with different business units, including Finance, Procurement, Enterprise Vendor Management and Strategy & Transformation as well as external vendors to manage the lifecycle of all IT agreements. The IT Managed Services Lead will also provide inputs as part of the annual budget process, report on budget spending monthly, and support IT team members by documenting new initiatives and ensuring compliance of contract deliverables.

About Your Day

• Responsible as the subject matter expert (SME) for the full lifecycle of all IT contracts, working closely with the Procurement team & Enterprise Vendor Management to ensure all timelines and processes are adhere to and cost envelops are respected
• Update and maintain governance documentation (ex. policies, SOPs, and process maps) for IT Managed Services, recommend and implement process improvements as required
• Research and fill out standardized templates to build justification of new business initiatives on behalf of different teams within IT
• Follow and adapt to evolving internal policies and processes for contract renewals and implementation initiatives
• Handles escalations and work to resolve minor disputes with third party vendors and the IT contract owners, escalating to Procurement and Legal when required
• Support internal and external audits and control assessments by maintaining and providing artifacts/evidence as required for control areas
• Responsible as the subject matter expert (SME) for the financial & budget management and controls for all IT cost centers, including processing & tracking invoices, approvals, decisions, reporting & reconciliation in compliance with OCS Policies and OCS Finance direction.
• Documenting and forecasting investment proposals for initiatives with IT budget impact
• Maintain, update and create governance documentation (ex. policies, SOPs, and process maps) for activities associated with ITs budget and financial decisions, and implement process improvements as required
• Provide comments on required monthly budget accruals and variances through an analysis of actual transactions against forecasted
• Investigate and take note of invoice discrepancies and escalate with vendors and contract owners as required
• Present Monthly Financial recap to ITLT
• Responsible as the subject matter expert (SME) for the collection and record-keeping on IT Vendor compliance documentation, such as reports for SOC, ISO, PCI, Disaster Recovery and Business Continuity Plans
• Monitor SLA/SLO, KPIs, policies, procedures & regulations for all IT vendors and is responsible for all vendors onboarding/offboarding & access processes
• Manage the daily operations of outsourced managed IT services, ensuring quality of service by leading the operations cadence with each vendor
• Organize, create, maintain and improve documentation of vendor governance programs including Monthly/Quarterly Steering meetings, continuous improvement programs, and SLA breach rectifications

About You       

• Bachelor’s Degree in Business/Administration/Finance or related field, and/or supporting courses in business/administration, finance, procurement, computer science, or other related areas, or a relevant combination of education and experience
• 4+ years of administrative experience in a customer- service driven environment
• Experience managing budgets, financial controls & invoicing
• Experience in public sector Budgeting and Forecasting would be an asset
• Finance and/or accounting background is preferred
• ServiceNow Fundamentals and/or ITIL is preferred
• Strong interpersonal and customer service skills with the ability to build strong customer relationships
• Superior communication skills, both verbal and written.
• Ability to work in a face paced, ever changing environment with the ability to multi-task.
• Strong organizational and record-keeping skills
• Strong attention to detail
• Expert problem solving and critical thinking skills
• Intermediate knowledge of Microsoft Office Suite- including Excel, Power-Point, Share-Point, Teams and One-Drive
• Knowledge of MS Project, Excel, PowerPoint is preferred

About the Job

• This position currently offers a hybrid work schedule. The current in office requirement is a minimum of 3 days/week (may be more depending on business needs). The OCS office is located near York Mills and Yonge Street. However, OCS reserves the right to change this policy and its office location at any time.
• City: Toronto, ON 
• Employment Type: Permanent Full Time   
• Required Travel: Rare, usually within the GTA

Compensation

The target hiring range for this position is $85,000- $105,000. This is a pay grade 6 role, with a salary range of $ 71,066.63  - $ 106,316.64. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation please let us know, we will work with you to meet your needs.